Vendor Operations Analyst Senior-IT

“I can succeed as a Vendor Operations Analyst Senior-IT at Capital Group (CG).”

Role summary: Under limited supervision, responsible for providing IT Operations technical and process expertise and administration within Managed Services.

Primary responsibilities/essential functions:

• Defines service level agreement (SLA) definition, performance, and delivery ensuring that service targets are business focused.
  • Monitors SLAs to ensure that best practices are followed for managed services providers and engagements.  Makes recommendations for changes as necessary. 
  • Creates and publishes dashboards and performance measurement reports which identify performance against standards, SLAs and customer satisfaction levels. 
• Monitors, highlights and proposes solutions to vendor operational performance concerns.
  • Creates and monitors performance improvement plans.
  • Analyzes, prepares and presents vendor operations reports for managed services performance and metrics.  Creates scorecards for management and governance groups.
  • Provides training and support to a broad mix of IT teams related to managed services and associated processes and tools.
  • Participates in and leads managed services lifecycle reviews and SLAs and statement of work (SOW) revisions. 
  • Audits and manages documentation on vendor performance including risk issues and DR/BC plans.
  • Responsible for tracking the managed services budget and the requisition process for new and renewed contracts.
  • Creates and maintains continuous improvement and quality assurance plans.  Highlights progress against plans to stakeholders.
• Ensures seamless and effective customer service
  • Develops relationships with IT teams to understand team needs and pain points. 
  • Documents business requirements and creates requests for proposals (RFPs) and/or drafts service definitions, managed service targets and service level agreements which support the business requirements.
  • Evaluates vendor operational data gathered from multiple sources, reconciles differences, and ensures consistent approach, data interpretation, and results measurements are employed in evaluating vendor performance.
  • Communicates to all business, IT partners and stakeholders to ensure that critical strategic decisions are vetted and accurate prior to implementation.
  • Defines, communicates and follows managed services best practices, processes and procedures to maximize efficiency and effectiveness.
  • Acts as the “Subject Matter Expert" (SME) for managed services and provides knowledge and recommendations as needed to business partners, Service Operations, Technical and Application Service teams.
  • Supports RFP processes by working closely with IT stakeholders and the Business Management Office to provide operational support, reporting, SLA requirements and other activities as required.
  • Navigates through appropriate governance bodies, presents recommendation to management and/or relevant committees and drives approval of managed service plans.
• Provides support and leadership in advancing the skill set and improving team practices and processes.
  • Identifies opportunities to enhance team practices and processes and drives adoption.   Understands and utilizes continuous improvement techniques.
  • Collaborates with team members and mentors less experienced Vendor Operations Analysts.
  • Attends industry forums/conferences and participates in internal communities of practice and/or leads best practice user groups internally.
  • Acts as a changes agent to promote organization change and use of Vendor Operations service.
• Performs additional responsibilities as assigned.

“I am the person Capital Group is looking for.”

Basic Qualifications:

• You have a bachelor’s degree
• You have minimum 5 years’ experience in Financial Services
• Exhibits a strong understanding of data management and analytics tools, as well as systems designs, to support the analysis of SLAs and metrics, driving operational excellence
• You have over 5+ years of experience managing data third party IT service providers.
• Extensive industry knowledge regarding third-party technology service providers and stays aligned with emerging trends in technology labor skills
• Continuous improvement and customer-centric mindset
• Track record of driving operational excellence
• Strong operational/tactical planning capabilities
• Self-driven to manage workload and outcomes

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Southern California Base Salary Range: $121,652-$194,643

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San Antonio Base Salary Range: $100,008-$160,013

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New York Base Salary Range: