NEARSHORE
Rate: ***
Position Summary
The Sr. Service Management Analyst supports ***'s Service Management Office (SMO) by providing governance, reporting, analytics, and operational oversight for ***'s Managed Service Provider (MSP). Working daily with the SMO Manager, the MSP, and the *** teams, the role is responsible for collecting, analyzing, and presenting service performance data that enables informed decision-making and drives accountability across the MSP and *** technology teams.
This position is best suited for a highly analytical professional with strong ServiceNow expertise, reporting and dashboard development experience, and the ability to translate operational data into actionable insights. The analyst will develop and maintain contractual deliverable and obligation reporting, facilitate governance processes, track risks, issues, actions, and contractual commitments, and provide accurate, data-driven reporting to support service management and governance objectives.
The ideal candidate demonstrates strong attention to detail, analytical thinking, problem-solving capabilities, and the ability to manage multiple priorities within a complex enterprise environment. Experience with ServiceNow, Power BI, Excel, governance reporting, KPI development, and service performance analytics is required.
Key Responsibilities
Value Realization & Continuous Improvement: Measure and report realized value from the MSP partnership, including operational efficiencies, automation benefits, risk reduction initiatives, and continuous improvement outcomes. Track continuous improvement commitments and support value realization scorecards and governance reporting.
Governance & Service Management Support: Support the operation of a multitier governance model by validating SLAs and SLOs, preparing governance materials, tracking service performance trends, following up on root cause reviews, and maintaining governance documentation to ensure deliverables and obligations are met.
Tactical Execution: Support executive, management, and operational governance forums. Validate SLA, SLO, and XLA performance against contractual and operational objectives. Maintain RAID logs, action trackers, decision logs, governance records, and follow-up actions to ensure accountability and visibility across the organization.
Governance Reporting, Data & Insights: Analyze service delivery processes to identify trends, risks, improvement opportunities, and governance gaps. Develop reporting, analysis, dashboards, executive summaries, and decision-support materials that provide leaders with visibility into service performance, contractual commitments, and business outcomes.
Qualifications & Skills
Experience: 7-10+ years of experience in MSP management, data analysis, governance, or analysis roles working in MSP delivery models in enterprise IT environments.
Skills:
Strong planning, organization, and follow-through
Ability to manage multiple priorities in a fast-paced environment
Clear written and verbal communication skills
Comfort influencing outcomes through structure and collaboration
Understanding of contract governance, service obligations, performance commitments, and vendor accountability models
Knowledge of Problem Management, root cause analysis, corrective actions, and continuous improvement practices
Tools & Analytics:
Experience leveraging AI, workflow automation, reporting platforms, and analytics tools to improve governance efficiency and visibility
Heavy experience working with ServiceNow for service management, dashboards, and reporting
Proficiency using Power BI and Power Automate
Strong Excel and PowerPoint skills for analysis and executive communication
Preferred Qualifications
Experience working across service providers and technology teams in enterprise IT environments.
Passion for AI, automation tools, technology reporting, and productivity tools.
ITIL Foundations Certification preferred.
Key Performance Indicators (KPIs)
Governance forums are effective, focused, and action-oriented.
Risks and issues are identified early and escalated appropriately.
Governance actions, commitments, and deliverables are tracked and closed within agreed timelines.
Leaders receive timely, accurate, and decision-ready information.
Contractual obligations, SLAs, SLOs, and governance commitments are monitored and reported consistently.
Continuous improvement initiatives demonstrate measurable operational or business outcomes.
Execution consistently aligns with agreed priorities and governance decisions.
EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.