HomeCareersSearch & ApplySr. Operational Analyst, Sourcing Management Office

Sr. Operational Analyst, Sourcing Management Office

Job type:


Job Description

Direct Energy is a leading energy and energy-related services provider with nearly five million residential and commercial customers in North America. Direct Energy provides customers with choice and support in managing their energy costs through a portfolio of innovative products and services. A subsidiary of Centrica plc (LSE: CNA), one of the world’s leading integrated energy companies, Direct Energy operates in 50 U.S. states plus the District of Columbia and 10 provinces in Canada. To learn more about Direct Energy, please visit www.directenergy.com.


Job Summary/Primary Focus:


Enable governance between Direct Energy and outsourcing suppliers, and ensure that Direct Energy receives expected benefits.  Oversee supplier performance, understands and monitors service levels.  Prioritize, resolve, and escalate governance issues.  Facilitate quality reviews and track the implementation on quality improvements.



Minimum Qualifications:


Job Knowledge or Work Experience:


  • 5+ years of experience as an analyst supporting IT in a financial, procurement, or IT service management capacity
  • Full-time IT SLA / metrics experience preferred
  • Experience developing monthly management reporting packages
  • Very proficient in Excel
  • Exposure to ITIL a plus
  • Experience managing suppliers in an outsourcing environment a plus




  • Strong analytical aptitude
  • Attention to detail
  • Planning, prioritizing and administering work
  • Resolving conflicts and problems
  • Excellent interpersonal and communication skills
  • Strong work ethic
  • Focused on results
  • Organized and a self-motivated starter, comfortable in a highly productive, fast paced environment
  • Customer focused
  • Ability to work in a team environment




  • University Degree/Diploma in Computer Science, finance, procurement or like disciplines or equivalent work experience



  • Periodic review of all service levels
  • Receives, validates and communicates operational and SLA reports summary
  • Coordinates any new operational and SLA reports
  • Understands and monitors contract requirements and contract changes
  • Monitor supplier and ensures the use of standard reporting
  • Integrates with Direct Energy’s Change Management and ITSM processes
  • Facilitates quality review and tracks implementation of quality improvements
  • Ensures supplier understands Direct Energy’s priorities
  • Tracks status of high severity issues
  • Tracks available minor enhancement capacity
  • Communicates with business stakeholders to understand needs
  • Represents stakeholder interests during supplier meetings
  • Track key supplier personnel
  • Communicate supplier emergencies
  • Administer executive steering committee and monthly review meetings
  • Review all invoices for accuracy
  • Oversee supplier fee credits for missed service levels
  • Handle security, access, and facility requests for supplier team
  • Work with the finance team to monitor benefits
  • Coordinate with communications group to develop and execute communication plans








The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability
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