• Type of position : Permanent
• Geographic area : Ontario, GTA (incl. Mississauga and Oshawa)

• Job field : IT and multimedia
• Main duties :
  • Operations

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Contract Performance Analyst

Rogers Communications is the industry leading diversified Canadian communications company. We are engaged in three primary lines of business through wholly owned subsidiaries: Rogers Wireless, Canada's largest wireless voice and data services provider, Rogers Cable, the largest provider of cable television, high speed internet and telephony and Rogers Media, Canada's premier group of category leading broadcast, print and online media assets.

Rogers ITS supports these businesses with a single architectural structure and consistent processes driven by a shared passion for quality and excellence. Rogers ITS works in partnership with our business colleagues to deliver reliable, responsive, high value technology that drives the success of the Rogers group of companies.

The Contract Performance team is responsible for monitoring and managing service measurements and contract adherence of outsourcing arrangements for infrastructure service to ensure delivery of quality services.

Reporting to the Sr. Manager of Contract Performance this role includes the establishment of Service Level Agreements, report calculation and review; development and preparation of reports for senior governance committees; and contract adherence including negotiation of addendums, escalation for contract disputes, and request for service reviews.

Responsibilities include:
* Define requirements for vendor's standard performance reporting and provide reports to governance teams as required
* Review SLAs regularly to ensure they are actionable, results oriented, and focused on critical business requirements
* Drive continuous improvement of service levels with the vendor
* Recommend additional SLAs or changes to SLAs as required
* Monitor completion of activities as set out in the Services Statements of Work (SOWs)
* Manage contract changes and addendums
* Follow-up on pricing requests, and track completion of work
* Validate Additions and Reductions of Resources consumed (ARCs and RRCs) for invoice payment
* Ensure contract is adjusted for changes in the baseline scope
* Provide contract interpretation as required
* Coordinate with the IT Management Office and Procurement as required

* Five years experience in contract negotiation or supplier performance management
* Experience in dealing with third party hardware and software vendors
* Excellent organization and reporting skills
* Excellent Microsoft Word, Excel, and Powerpoint
* Interaction with Finance and Procurement departments
* Knowledge of IT infrastructure operations preferred

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