Foundever—Vendor Analyst (Scorecard & Reporting)

Job description

Description: About Us Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Job Summary Owns the measurement and reporting layer of the Vendor Management Office — the scorecards, registers, workbooks and dashboards through which vendor and service performance is stated to the business. Two connected mandates: - Scorecard — maintain the SLA and KPI registers and produce accurate, comparable vendor and tower scorecards to a fixed cadence, with defined formulas, thresholds and RAG posture. - Reporting — run the daily, weekly and monthly IT Operations reporting pipeline through to the Monthly Business Review, in a consistent structure and visual standard. The defining requirement is data integrity. Every figure published must be traceable to a named source, calculated the same way each cycle, and defensible when challenged in a business review. Gaps are declared, never estimated. Primary Job Responsibilities Scorecard Design & Production - Maintain the SLA and KPI registers across the Telecom, Network, Systems — definitions, measurement formulas, thresholds, data sources, owners and reporting frequency. - Produce monthly vendor and tower scorecards with RAG posture, period-on-period movement and breach summaries, in the approved structure and design standard. - Control the change process for metric definitions and thresholds so that historical comparability is preserved, and version any change with an effective date. - Extend the register set as new services and vendors come into scope, in the same format as the existing framework. Reporting Pipeline & Business Reviews - Build and publish the daily consolidated workbook and single-day review files to the canonical tab structure, and the weekly comparison pack, to a fixed cadence. - Produce the Monthly Business Review in both workbook and deck form — executive dashboard, SLA scorecard, MTTR analytics, ageing action items, change and security views, and the way-forward plan. - Write the accompanying narrative: what moved, why, what is carried forward, and what the numbers do not yet explain. - Apply the standing design system across every deliverable — navy, teal and gold, Calibri, data labels on all charts, and consistent RAG bandings. Data Integrity & Reconciliation - Extract and reconcile incident, change, circuit and vendor data from ITSM and monitoring sources; resolve duplicates, misclassification and timestamp errors before anything is published. - Reconcile vendor-supplied performance data against internal records and flag material variances to the Governance & RFO analyst for challenge. - Maintain a documented data-gap inventory and source-to-master coverage map for each reporting cycle. - Operate strict no-fabrication discipline — no derived, assumed or back-filled figures reach a published report. Analytics & Automation - Run the recurring analytical patterns — per-ticket MTTR against priority thresholds, SLA met/breached by client and by tower, open action ageing buckets, and chronic site tracking. - Surface trends and outliers ahead of the review rather than in response to a question: repeat sites, degrading vendors, ageing tails and concentration of incidents. - Automate repetitive build steps with Python/openpyxl or equivalent, and document the process so a cycle can be run by someone else without loss of fidelity. Experience & Qualifications Essential - 5–8 years in IT service reporting, service management analytics, vendor performance reporting or MIS within an infrastructure or managed services environment. - Advanced Excel — pivots, lookups, conditional logic, chart construction and multi-tab analytical workbook design, working with imperfect multi-source data. - Hands-on ITSM data extraction and manipulation — ServiceNow, Remedy, Jira Service Management or equivalent — across incident, problem and change records. - Practical grasp of SLA and KPI mechanics: availability calculations, MTTR/MTTD, priority thresholds, exclusions, maintenance windows and attainment measurement. - Demonstrated ownership of a recurring reporting cycle delivered to a senior audience without slippage, including the written narrative around the numbers. - Bachelor's degree in Engineering, IT, Statistics, Commerce or a related discipline. Preferred - Python (pandas, openpyxl), Power BI or equivalent, and PowerPoint automation for programmatic deck generation. - ITIL v4 Foundation or above; Six Sigma Green Belt; exposure to ISO 20000, ISO 27001, SOC 2 or PCI DSS reporting expectations. What We Offer Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business. Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment. Competitive compensation. Attractive salary and benefits package. Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.