Job Description

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Always there. Anywhere. That\'s us! A team committed to delivering inspired solutions for a better world. We care for our communities and each other, and we are committed to showing up for those who need us. We value and encourage diversity, and we have the courage to do the right thing, even when it\'s hard.

We\'re looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity and the courage to innovate, then this role is for you.

We are looking for a Performance Assurance Analyst to join us in the exciting work we do in Strategic Vendor Management Department. It\'ll be your responsibility to review and validate the quality-of-service delivery provided by ATCO\'s Service Providers. This role is the main interface between ATCO and Service Providers for reviewing and validating the overall services delivered. This includes managing service-related issue escalations and striving for continuous improvement of service levels. This role will report on qualitative and quantitative service metrics to Information Technology team and key business collaborators.

What Else You Get To Do:

Vendor Management Performance for Canada and Australia

• Review, analyze and validate individual SLA reports, consolidated managed services reporting, and service level information to assess Service Provider performance and compliance.
• Lead analysis to ensure accurate, valid and reliable vendor and managed services service level data.
• Communicate effectively discrepancies and rationale for erroneous SLA results both between the parties and as a point of escalation for management.
• Review and recommend approval for service level remediation plans.
• Manage service provider deficiency notifications.
• Audit service outages and corresponding root cause analysis reports from service provider to assess Service Provider performance and compliance.
• Work with the ATCO and Service Provider management teams to support the delivery of effective quality and service operations management and reporting.
• Identify and validate service credits associated with service delivery and communicate these to ATCO management.
• Define ongoing reporting and dashboard needs.
• Review service credits to ensure they align to charges outlined in Service Provider Agreements.
• Initiate, build, test, monitor and review the delivery of Service Level Agreements identified in the Master Service Agreements (MSAs).
• Good communication both within all areas of the IT Organization and ATCO as a whole.

Operational Improvements

• Review and recommend areas for continuous improvement for service levels being achieved.
• Coordinate, manage and obtain approvals for all identified changes to service level reporting, MSA schedules and exhibits related to managed services changes.
• Communicate MSA schedule and exhibit changes related to managed services to Director, Vendor Management and Contracts Management.

Address Operational Service Delivery Reporting Issues

• Conduct quality reviews of Service Provider managed services reporting.
• Work with Service Providers to resolve identified managed services delivery reporting deficiencies. Bring up issues as needed.
• Inform Director, Vendor Management of operational service delivery reporting issues.

Who You Are:

• Undergraduate Degree Computer Science, Engineering or Business Administration.
• Minimum 5-7 years of influencing C-Suite Decision Makers.
• Minimum 3 years of experience within a technology-oriented organization with a complex infrastructure.
• Experience in outsourced IT environments, whether as a client or an external Service Provider.
• Experience with service management/ITIL processes.
• Experience working and a multi-national, matrix organization.
• Competence and mature communications skills related to developing and maintaining effective working relationships both internally and externally.
• Highly effective at conflict and problem resolution.
• Basic understanding of Information Technology concepts and structures, including a good understanding of existing systems within ATCO.
• Highly organized with ability to adapt to multiple priorities.
• High level of discretion and confidentiality.
• Highly organized with ability to adapt to multiple priorities.
• Ability to work both independently and in a collaborative team environment.
• Superior negotiation skills that promote win-win outcomes.
• Demonstrable ability to collaborate multi-functionally at all levels of the organization to understand shared goals and objectives.

What We Offer:

• A culture based on caring, integrity, agility, collaboration, and striving for excellence
• Competitive compensation
• Flex benefits
• Tuition assistance program
• Training and mentorship programs
• Charitable donation matching

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

Canadian Utilities is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com.

At ATCO, we support a diverse and inclusive environment that values the contributions and perspectives of everyone on the ATCO team. We believe the ATCO team is the foundation of our business and our most valuable asset across our global operations. Without each team members\' unique skills, strengths, and knowledge, we simply wouldn\'t be able to achieve our fundamental vision of delivering life\'s essential services to our customers around the world.

ATCO is an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

ATCO