IT Service Level & Vendor Specialist

The IT Service Level & Vendor Specialist will be responsible for monitoring, reporting, and optimizing IT service performance, managing relationships with
- party vendors, and ensuring compliance with agreed Service Level Agreements (SLAs) and contractual obligations. This role reports to the IT Business Partnering & Workplace Manager.

Responsibilities

• Define, negotiate, and manage Service Level Agreements (SLAs) with vendors.
• Monitor IT service performance against SLAs and KPIs using dashboards, reports, and analytics tools.
• Implement IT processes in Atlassian Jira Service Management tool.
• Identify service performance gaps and lead initiatives to address deficiencies.
• Work closely with IT teams, including development, infrastructure, and support, to align Jira Service Management solutions with broader IT strategies.
• Act as a liaison to the Service Delivery Manager.
• Act as the main point of contact for IT vendors and service providers.
• Participate in vendor selection, contract negotiation, and renewal processes.
• Track vendor performance, risk, and cost‑effectiveness.
• Work with Procurement and Legal teams to manage vendor agreements and amendments.
• Build and maintain KPIs and reports in Atlassian Jira Service Management related to vendor contracts and SLA performance.
• Maintain accurate records of contracts, SLAs, vendor scorecards, and performance dashboards.
• Ensure compliance with internal IT governance policies and external regulatory requirements.

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 3–5 years of experience in IT service management, vendor management, or a related discipline.
• Experience working in a multinational or global organization is strongly preferred.
• Strong understanding of the ITIL framework (certification preferred).
• Proficient in Atlassian Jira Query language, Rest APIs, and Confluence.
• Atlassian Jira Service Management Administrator certification(s) are highly desirable.