Published 4 weeks ago
ANZ - Vendor Management Operation
Service Delivery Operations Analyst
Job Summary
This Project (HKSE: 992) (ADR: LNVGY) is a US$70 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services, and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere.
It’s our people who make this all happen- we believe different is better and our strength lies in this diversity. We are dedicated to fostering an environment that encourages entrepreneurism and ownership - a workplace where your talents can be challenged, and your efforts recognized and rewarded. Looking to work for a global company where everyone matters, and everyone belongs? Keep reading!
Role Summary
The Service Delivery Operations Analyst will work closely with client's service vendors and internal teams across ANZ to monitor, coordinate, and improve service delivery. This role focuses on vendor performance management, field service monitoring, escalations, reporting, and analytics, ensuring excellent service quality and customer satisfaction.
Key Responsibilities: -
•Monitor and track end-to-end field service activities including turnaround time, parts requests, parts usage, repeated repairs, onsite scheduling, customer feedback, and process compliance..
•Communicate with vendors and, when needed, reach out to customers to validate information provided by vendors.
•Support the Service Delivery Manager in analysing root causes for performance issues and exceptional incidents, defining actions, and tracking follow-ups for performance improvement.
•Prepare regular reporting and analysis (daily, weekly, monthly) for management review and vendor action, including open cases, field service performance, customer satisfaction surveys, unusual activities, and vendor compliance.
•Manage and track escalations from field service vendors or other parties.
•Conduct regular business reviews, forums, and ad hoc discussions with vendors.
•Deliver vendor training for new vendors as required.
•Work aligned with Australia (AEST/AEDT) and New Zealand (NZST/NZDT) time zones to ensure real-time collaboration with the team and stakeholders.
Qualifications & Experience: -
•Minimum 3–5 years of direct experience in vendor management.
•Knowledge of PC technology, MS Windows, and common Windows applications.
•Strong proficiency in Excel (Pivot Tables, formulas) for data analysis; knowledge of SQL, MS Access, Qlik Sense, or Power BI is an advantage.
•Logical thinker, fast learner, strong analytical and problem-solving skills.
•Ability to organize and prioritize work in a fast-paced, dynamic environment.
•Interpersonal savvy and proactive, able to work effectively in a team environment.
•Experience in technical support or case management is required.
•Excellent interpersonal, written, and verbal communication skills.
•Fluency in English required; additional language skills (Mandarin, Cantonese, Thai) are a plus.
The Package: -