Performance and Quality Management, Sr Analyst

Job details**Employment Type**:Full-Time**Location**:San Pedro Garza Garcia, Nuevo Leon, Mexico**Job Category**:Information Systems**Job Number**:WD **Job Description**:Performance and Quality Management, Sr Analyst - IT Strategic Supplier Management Office (SMO)What you will do?We are seeking a highly skilled and motivated Performance and Quality Management, Sr Analyst to join our Strategic Supplier Management Office (SMO). In this role, you will manage the relationships with our IT strategic suppliers, overseeing the full lifecycle of IT contracts to ensure their successful execution and alignment with organizational objectives. Your primary goal will be to drive supplier performance, optimize costs, and mitigate risks, contributing to the overall success of our business operations.As the Performance and Quality Management, Sr Analyst, you will be responsible for monitoring strategic supplier’s performance, implementing and driving get well plans and creating a performance management governance. You will focus on managing supplier performance and ServiceNow SLA adherence, ensuring that services provided meet the agreed-upon standards and expectations.How you will do it?**Supplier Relationship Management**: Develop and maintain strong, collaborative relationships with IT suppliers to drive innovation and mutual benefit.**Supplier Performance Management**: Monitor and assess supplier performance against agreed service levels, ensuring consistent delivery of quality services and resolution of performance issues.**ServiceNow SLA Management**: Manage and track ServiceNow SLAs (Service Level Agreements), ensuring timely resolution of issues and meeting contractual performance standards.**Contract Negotiations**: Participate in complex contract negotiations, focusing on optimizing terms, addressing risks, and ensuring compliance with both internal and external standards.**Manage Supplier Disputes & Escalations**: Handle supplier disputes, issues escalations, and contractual breaches, ensuring resolution is in line with business needs and minimizing risk to the organization.**Milestone & Deadline Management**: Monitor key contract milestones, deadlines, and SLA compliance to ensure timely performance and avoid penalties.**Cross-Functional Collaboration**: Partner with Legal, Procurement, and internal stakeholders to ensure contract management processes are effective, efficient, and compliant.**Risk Mitigation**: Proactively identify and mitigate contract management risks, including financial, legal, operational, and security risks.**Internal Requests and Guidance**: Provide support to internal operations and business partners by guiding them through new demands or changes to services.**Cost Optimization**: Identify opportunities to optimize costs, negotiate cost-effective solutions, and drive value from supplier relationships.**Contract Reporting**: Prepare detailed reports on contract statuses, supplier performance, and compliance, sharing insights with management to support decision-making.What are we looking for?**Education**: Bachelor’s degree in Business Administration, Information Technology, or a related field. A Master’s degree is a plus.**Experience**:Proven experience in supplier contract management, supplier performance evaluation, and supplier governance, particularly in the IT sector.Strong background in ServiceNow SLA management, ensuring that SLAs are tracked, reported, and met consistently.Experience in managing complex IT contracts and negotiating terms to maximize value and minimize risk.**Skills**:Strong negotiation, communication, and interpersonal skills, with the ability to build and maintain positive relationships with both suppliers and internal stakeholders.Demonstrated ability to manage supplier performance and ensure compliance with contract terms, including SLAs and KPIs.Solid understanding of IT outsourcing practices and contract compliance best practices.Strong analytical skills, with the ability to assess contract performance data, identify trends, and take corrective action when necessary.Ability to navigate and manage ServiceNow for SLA tracking, reporting, and issue resolution.Proficient in multitasking, prioritizing, and managing multiple projects and stakeholders effectively.Detail-oriented with the ability to manage complex documentation, including contracts and change requests.**Technical Proficiency**: Reporting tools and ServiceNow for SLA tracking.