Vendor Analyst (Scorecard & Reporting)

Req ID#: 417169 Job 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. Job Segment: Six Sigma, Telecom, Telecommunications, Engineer, Management, Technology, Engineering