VM Performance Management Analyst
Position Description (Role) - VM Performance Management Analyst
Position Title: VM Analyst, VM Analyst II, VM Senior Analyst
Summary: The VM Performance Management Analyst is responsible for executing day to day Performance Management vendor governance services.
Background: VMO organizations are becoming strategic in nature and expected to deliver the full potential of outsourced services. As part of the Avasant Vendor Management Services practice Vendor Management as-a-Service (VMaaS) team, VM analysts provide s VM services to clients seeking to optimize the management and governance of their outsourcing suppliers. Key functions of this position include vendor contract management, vendor financial management, vendor performance management, analysis and reporting, and vendor relationship management.
Description: The VM Performance Management Analyst provides to Avasant VMaaS clients vendor performance management and governance services, support for VMaaS Contract Set-Up (On-boarding) Services, and various defined Operational Support Services as defined in the Avasant VMaaS Service Catalog according to the specific requirements for which the client has contracted Avasant VMaaS to satisfy.
Role Owner: Service Delivery Manager/Lead
Role Approver: VMaaS Practice Global Service Delivery Manager
Overall Responsibilities:
- Produce and distribute monthly evaluations of Service Provider service level performance
- Support Monthly Governance meetings with Service Owners, vendor management team and Service Providers, taking and disseminating meeting minutes
- Support client Vendor Performance Manager with analyses of vendor Service Level Requirements (SLRs/SLAs) and evaluation of historical trending
- Archive and maintain historical records for monthly performance governance and reviews
- Support vendor contract decomposition of service levels and data entry into AvaSensetm Vendor Governance Platform
- Maintain Standards and Templates
- Support client Vendor Performance Manager with efforts to improve Service Providers' performance and service delivery processes
- Initiate service credit process for breached SLRs/SLAs
- Support development and maintenance of performance dashboards and reports
- Prepare and deliver analyses and reports to meet the needs of client
- Provide input and insight into opportunities for VMaaS process optimization and continuous improvement
- Maintain relevant contract performance management data in the governance tool and/or library, as appropriate
- Participate in various managed contract operational and governance meetings
- Coordinates with relevant business areas (e.g. Procurement, Legal, IT, etc.) for governance related matters
- Support executive summary reporting
- Risk and Issue reporting
Work Products:
- Prepare and deliver performance analyses, dashboards and reports to meet the needs of client
Tool Access:
- AvaSensetm (Avasant Proprietary Governance Tool)
- Service Provider systems and governance tool(s)
Qualifications:
- Bachelor's Degree in Business or Finance
- +/- 1-3 years' experience - vendor management, vendor SLR performance reporting, vendor performance evaluations and reporting
- Strong Excel Skills: Spreadsheets, Pivot Tables, Charting
Skills Requirements:
- Excellent communication and presentation skills, both written and verbal
- Strong analytical and data gathering skills
- Able to work remotely and independently in a fast paced environment
- Exceptional interpersonal and client skills, with a demonstrated attention to detail and ability to gain the confidence and respect of the customer
- Collaborative and effective communications with colleagues, clients, and third-party service providers
- Fluent in English (at least 90% written and spoken)
- Experienced in business process outsourcing (BPO) or IT outsourcing (ITO) operations a plus
- Experience in developing statements of work, financials, and service levels for sourcing relationships a plus