About this role
About Us
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Job Summary
Owns the measurement and reporting layer of the Vendor Management Office — the scorecards, registers, workbooks and dashboards through which vendor and service performance is stated to the business. Two connected mandates:
- Scorecard — maintain the SLA and KPI registers and produce accurate, comparable vendor and tower scorecards to a fixed cadence, with defined formulas, thresholds and RAG posture.
- Reporting — run the daily, weekly and monthly IT Operations reporting pipeline through to the Monthly Business Review, in a consistent structure and visual standard.
The defining requirement is data integrity. Every figure published must be traceable to a named source, calculated the same way each cycle, and defensible when challenged in a business review. Gaps are declared, never estimated.
Primary Job Responsibilities
Scorecard Design & Production
- Maintain the SLA and KPI registers across the Telecom, Network, Systems — definitions, measurement formulas, thresholds, data sources, owners and reporting frequency.
- Produce monthly vendor and tower scorecards with RAG posture, period-on-period movement and breach summaries, in the approved structure and design standard.
- Control the change process for metric definitions and thresholds so that historical comparability is preserved, and version any change with an effective date.
- Extend the register set as new services and vendors come into scope, in the same format as the existing framework.
Reporting Pipeline & Business Reviews
- Build and publish the daily consolidated workbook and single-day review files to the canonical tab structure, and the weekly comparison pack, to a fixed cadence.
- Produce the Monthly Business Review in both workbook and deck form — executive dashboard, SLA scorecard, MTTR analytics, ageing action items, change and security views, and the way-forward plan.
- Write the accompanying narrative: what moved, why, what is carried forward, and what the numbers do not yet explain.
- Apply the standing design system across every deliverable — navy, teal and gold, Calibri, data labels on all charts, and consistent RAG bandings.
Data Integrity & Reconciliation
- Extract and reconcile incident, change, circuit and vendor data from ITSM and monitoring sources; resolve duplicates, misclassification and timestamp errors before anything is published.
- Reconcile vendor-supplied performance data against internal records and flag material variances to the Governance & RFO analyst for challenge.
- Maintain a documented data-gap inventory and source-to-master coverage map for each reporting cycle.
- Operate strict no-fabrication discipline — no derived, assumed or back-filled figures reach a published report.
Analytics & Automation
- Run the recurring analytical patterns — per-ticket MTTR against priority thresholds, SLA met/breached by client and by tower, open action ageing buckets, and chronic site tracking.
- Surface trends and outliers ahead of the review rather than in response to a question: repeat sites, degrading vendors, ageing tails and concentration of incidents.
- Automate repetitive build steps with Python/openpyxl or equivalent, and document the process so a cycle can be run by someone else without loss of fidelity.
Experience & Qualifications
Essential
- 5–8 years in IT service reporting, service management analytics, vendor performance reporting or MIS within an infrastructure or managed services environment.
- Advanced Excel — pivots, lookups, conditional logic, chart construction and multi-tab analytical workbook design, working with imperfect multi-source data.
- Hands-on ITSM data extraction and manipulation — ServiceNow, Remedy, Jira Service Management or equivalent — across incident, problem and change records.
- Practical grasp of SLA and KPI mechanics: availability calculations, MTTR/MTTD, priority thresholds, exclusions, maintenance windows and attainment measurement.
- Demonstrated ownership of a recurring reporting cycle delivered to a senior audience without slippage, including the written narrative around the numbers.
- Bachelor's degree in Engineering, IT, Statistics, Commerce or a related discipline.
Preferred
- Python (pandas, openpyxl), Power BI or equivalent, and PowerPoint automation for programmatic deck generation.
- ITIL v4 Foundation or above; Six Sigma Green Belt; exposure to ISO 20000, ISO 27001, SOC 2 or PCI DSS reporting expectations.
What We Offer
Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
Competitive compensation. Attractive salary and benefits package.
Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.