Analytics Contract/sla Manager

Company Description

Experian is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

**Job Description**:
We are looking for an innovative and experienced Contracts/SLA Manager to join our team. The Analytics Contract/SLA Manager work closely with our Service Management teams and will be responsible for helping to establish and manage Service Level Agreements, as well as ensuring all contractual obligations are met by our 3rd party service providers for the Employee Technology & Operations Teams. You will also be responsible for identifying and overseeing the creation of performance metrics, SLA measurement and reporting, Root Cause Analysis of Service levels and other service delivery metrics, and auditing and risk management of the service contracts. This position requires strong MS Excel skills, strong data management, strong organizational skills, and strong communication skills.

Contract & SLA Governance Responsibilities:

- Provide continued support of existing Service Level Agreements, in addition to standing up new SLAs, SLA processes, and tracking related to existing and new IT Service Providers
- Manage and maintain Service Level Agreements for internal teams and external IT Service Providers, as a part of Performance Management, with heavy data management
- Maintain the existing Service Level Program through SLA outputs, tracking incoming reports, validating data and SLA results, ensuring contractual timelines are being met, preparing SLA scorecards, maintaining trackers for inputs and outputs, and contract documentation
- Manage performance to SLAs and against KPIs
- Ensure contractual obligations are fulfilled, including agreed Service Improvement action plans and report status as required
- Manage Service Level Credits and work with Finance to ensure they are applied correctly
- Understand the customer experience and expectations, including managing escalations
- Build communication plans to address internal and external escalations
- Maintain contingency plans and risks
- Deliver efficiencies and service improvements, leading on continuous improvement initiatives, including Improving the customer experience including proactive action to prevent future complaints; Regular benchmarking and alternative service modelling activities; Process efficiencies and communications enhancements; Ensuring appropriate career development and knowledge sharing opportunities are addressed with 3rd party if needed
- Responsible for developing and implementing a strategic direction for supplier performance, working with top leadership and senior managers across departments.
- Work with a with a wide range of internal and external stakeholders to ensure that the supplier performance and contract management strategy is understood and that effective support for the strategy is achieved.
- Work closely with various departments to design quality requirements and perform monthly quality checks for Helpdesk, Field Services, Asset Management, and Desktop Engineering tickets and call quality.
- Ensure that the end-to-end process in each team is communicated and any Service Improvement Plans are put in place if need be.
- Strong attention to detail and have analytical and problem-solving abilities.
- Interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues.
- Identify common issues, and escalate to appropriate teams
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Creation of Executive dashboards to showcase progress of 3rd party vendor
- Monthly KPI reporting

**Qualifications**:

- Bachelor's Degree or equivalent experience in Computer Science, Information Systems or a related field.
- Advanced experience in Power BI or Tableau is a must.
- Advanced experience/skill in MS Excel a must.
- 7+ years experience in SLA Management.
- Experience with outsourced operations service provider contracts a must.
- Data management, validation & reporting experience a must.
- Vendor and Contract Management experience are a plus.
- Experience in billing and invoicing is nice to have.
- Experienced in quality and testing.
- Experienced with managed services.
- ITIL foundation certification or training a plus.
- Experience with Desktop Services a plus.
- Experience with Governan