Service Analyst, Retail (Contracts / Service Management)

About this opportunity

Role Purpose Ensure effective governance, service performance, vendor management, and ITIL-aligned operational discipline across retail technology services. The role maintains contract compliance, drives SLA/OLA performance, oversees service reporting, and ensures operational readiness across a multi-vendor retail environment (POS, payments, telecom, site networks, store systems). It also ensures IT service management maturity through structured Change, Problem, Knowledge, and Configuration (CMDB) practices. Key Responsibilities Maintain the service contracts repository, renewal calendars, and vendor deliverables for all retail technology services. Monitor SLA/OLA performance using ServiceNow dashboards and vendor reports; identify breaches and drive corrective actions. Produce periodic service reporting including incident trends, MTTR, SLA attainment, backlog levels, and vendor performance insights. Coordinate and document vendor service reviews, ensuring follow‑up on action items, improvement plans, and penalty mechanisms. Support procurement and vendor onboarding through scope definition, KPI/SLA formulation, and service documentation. Ensure contract terms align with operational needs (site coverage, response times, spares strategy, weekend/on‑call obligations). Maintain and update the CMDB for retail services, ensuring accuracy of configuration items, dependencies, and vendor-owned components. Lead Change Management readiness by assessing risk, validating operational acceptance, and ensuring runbooks/monitoring/KT are in place. Drive Problem Management by identifying recurring issues, coordinating RCAs, and tracking permanent fixes to reduce repeat incidents. Maintain strong Knowledge Management discipline, ensuring SOPs, troubleshooting guides, and service playbooks remain accurate and up to date. Partner with product/project teams to ensure operational readiness for releases (support model, hypercare, monitoring, and communication). Serve as an escalation point for critical service incidents, ensuring timely communication with business and alignment of multi‑vendor responders.