Senior Service Analyst, Retail (Contracts / Service Management)

About the role

This role leads retail service governance and vendor performance management across multiple contracts, ensuring service quality, cost control and continuous improvement in a multi-vendor retail environment. It is based in Abu Dhabi.

Key responsibilities

• Own the vendor governance framework: scorecards, service reviews, breach management and improvement plans.
• Lead SLA/OLA design, operationalization and enforcement, including escalations and corrective action tracking.
• Manage contract lifecycle inputs: scope validation, RFP support, commercial reviews, renewals and risk controls.
• Provide executive-ready reporting on trends, risk hotspots, cost drivers and vendor performance comparisons.
• Support service transitions and vendor changes, ensuring operational readiness and measurable outcomes.
• Drive CSI initiatives linked to vendor performance (MTTR reduction, proactive monitoring, incident prevention).
• Mentor junior analysts and enforce governance standards and templates.

Required profile

• Bachelor's degree (or equivalent) in Information Technology, Computer Science, Engineering or a related field.
• 6 to 10 years in service management or operations.
• Experience managing retail-critical services (POS, payments, mobile, web) in multi-vendor environments.

Required skills

• Strong vendor management, negotiation and governance leadership.
• Analytical ability: KPI design, performance interpretation and action prioritization.
• Communication and presentation skills for leadership forums.
• Experience with multi-site retail operational constraints and stakeholder communication.
• ITIL v3/ITIL4 Managing Professional preferred; SIAM certification beneficial.