Service Analyst, Retail (Contracts / Service Management)

About the role

This full-time position in Abu Dhabi governs retail technology services across a multi-vendor environment covering POS, payments, telecom, site networks and store systems. The role keeps contracts compliant, drives SLA/OLA performance, oversees service reporting and builds IT service management maturity through structured Change, Problem, Knowledge and CMDB practices.

Key responsibilities

• Maintain the service contracts repository, renewal calendars and vendor deliverables.
• Monitor SLA/OLA performance via ServiceNow dashboards and vendor reports, identify breaches and drive corrective actions.
• Produce periodic service reports on incident trends, MTTR, SLA attainment, backlog and vendor performance.
• Coordinate and document vendor service reviews, including follow-up on action items, improvement plans and penalties.
• Support procurement and vendor onboarding through scope definition, KPI/SLA formulation and service documentation.
• Ensure contract terms match operational needs such as site coverage, response times, spares strategy and weekend/on-call obligations.
• Maintain and update the CMDB for retail services, keeping configuration items, dependencies and vendor-owned components accurate.
• Lead Change Management readiness by assessing risk, validating operational acceptance and ensuring runbooks, monitoring and knowledge articles are in place.
• Drive Problem Management by identifying recurring issues, coordinating root cause analyses and tracking permanent fixes.
• Maintain Knowledge Management discipline so SOPs, troubleshooting guides and service playbooks stay current.
• Partner with product and project teams on release readiness (support model, hypercare, monitoring, communication).
• Act as escalation point for critical incidents, communicating with the business and aligning multi-vendor responders.

Required profile

• Bachelor's degree (or equivalent) in Information Technology, Computer Science, Engineering or a related field.
• 4-6 years of experience in Service Management, Vendor Governance or IT operations, preferably in retail.
• ITIL Foundation required; ITIL Intermediate/Managing Professional or SIAM certification preferred.
• Experience with retail technologies (POS, payments, telecom, store networks) is a strong advantage.

Required skills

• Strong understanding of ITIL v3/v4 processes (Incident, Request, Problem, Change, CMDB, Knowledge).
• Proficiency in ServiceNow reporting, dashboards, CMDB and SLA management.
• Vendor management and negotiation in a multi-vendor setting.
• Analytical mindset, excellent communication and documentation skills.

Working hours are business hours, with management escalation availability after hours and on weekends for critical incidents.