Analyst - Service Level Agreement

About Sirion Sirion is the world’s leading AI–native Contract Lifecycle Management (CLM) platform, transforming the way global enterprises manage their contracting journey. Powered by generative AI, Sirion delivers intelligent extraction, conversational search, and AI-driven negotiation capabilities for some of the world’s most valuable brands. With over 7M+ contracts worth nearly $800B under management and recognition from Gartner, IDC, and Spend Matters, Sirion continues to set the benchmark for innovation in CLM.

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Power the Future of SaaS Delivery & Why This Role Matters As an Analyst, you will play a critical role in supporting multiple global clients on the Sirion’s application.

This role focuses on the performance management aspect of Supplier/Vendor Governance across outsourcing contracts. You will ensure accurate service level validation, reporting, analytics, and governance support, enabling clients to drive accountability, transparency, and continuous improvement from their service providers.

How You’ll Make An Impact Application & Process Management

• Develop a strong understanding of Sirion application features and processes.
• Independently handle tasks and requests assigned by the manager with high accuracy.
• Ensure all Sirion reporting and dashboards accurately represent supplier data.

Performance & Service Level Management

• Validate service level/performance reports of IT/ADM contracts submitted by suppliers.
• Analyze service level reports for trends, continuous improvement opportunities, and annual resets.
• Calculate performance credits and earnbacks based on defined service levels.

Stakeholder Collaboration

• Interact with global clients and suppliers to complete assigned tasks and requests.
• Communicate effectively via teleconferences and email with client personnel, service providers, and account management teams.

Documentation & Automation

• Customize documents and templates for the service operations team.
• Create Excel templates to support automation of tasks and reporting.
• Work on simple to complex documents with a high degree of quality and accuracy.

Governance & Industry Knowledge

• Apply knowledge of the outsourcing industry, including IT Infrastructure, Helpdesk, Application Development & Maintenance (ADM), and BPO/KPO environments.
• Learn and contribute across various disciplines of supplier governance.

Experience Skills & Experience You Bring to the Table

• 3-6 years of relevant experience in managing Infrastructure, Helpdesk, or Application Development & Maintenance (ADM) type contracts.
• Prior experience in managing performance reports of IT contracts.

Technical & Tool Exposure

• Exposure to supplier performance and ITSM tools such as ServiceNow, Remedy, HPSM, IQNavigator, Obligor, and Business Objects.
• Strong working knowledge of Microsoft Excel for reporting and automation.

Core Competencies

• Process-oriented mindset with the ability to learn new processes quickly.
• Strong analytical skills with attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Ability to manage multiple stakeholders and work independently.

Educational Qualification

• BCA or any technical degree

Commitment to Diversity and Inclusion Sirion is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military or veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other protected characteristic. Reasonable accommodations are provided as required by law.

Excited about this opportunity? We’d love to hear from you! To apply, simply visit our Careers Page Careers at Sirion and follow the steps to submit your application.