ICT Supplier Relationship Analyst

Description

Ensure the performance, compliance, and fulfillment of service levels by Information and Communication Technology (ICT) suppliers, acting as the focal point between the contracting party, suppliers, and technical departments, thereby guaranteeing operational control, contractual governance, monitoring of Service Level Agreements (SLAs), continuous improvement, and generation of decision-support indicators. **Responsibilities and Duties** * Serve as the single point of contact between internal departments and external suppliers; * Manage the lifecycle of service requests and demands directed to suppliers; * Monitor active contracts, validity periods, renewals, and contractual risks; * Ensure supplier adherence to Service Level Agreements (SLAs); * Track escalations and critical issues in coordination with suppliers; * Register and maintain up-to-date SLAs in the ITSM tool; * Monitor indicators related to timeliness, quality, and performance; * Identify SLA deviations and propose corrective actions; * Issue preventive alerts for risks of contractual breach; * Support the application of contractual penalties where applicable; * Prepare monthly management reports on supplier performance; * Develop operational and executive dashboards; * Consolidate KPIs such as: Percentage of incidents resolved within/outside SLA; Average resolution time; Top suppliers by number of requests; Recurrence of failures; Operational impact per supplier. * Document supplier-related workflows, procedures, and policies; * Propose continuous improvements to processes; * Participate in performance meetings with suppliers and clients; * Ensure updates to the knowledge base regarding contracts and suppliers; * Conduct periodic performance review meetings; * Support technical departments in specialized engagements; * Ensure clear communication among suppliers, clients, and operations; * Mediate operational conflicts and propose solutions; * Support the licensing lifecycle (renewals, deadlines, costs); * Develop a knowledge base when necessary; * Support, when required, the design of service routes and logistics; * Support managers, when necessary, in structuring or updating IT inventories; * Comply with Group Lanlink’s procedures, processes, policies, and Compliance obligations, reporting concerns, issues, compliance failures, and participating in required training. (Mandatory for all positions). **Requirements and Qualifications** * Bachelor's degree completed in Administration, Logistics, or IT; * MBA or specialization in Processes; * COBIT 5, ITIL, or ISO 20000 certification; * ITIL 4 or higher certification is desirable; * Experience in a structured service desk environment; * Experience in customer service. **Additional Information** Benefits: Hapvida, Bradesco Saúde, or Unimed health insurance (subject to local availability); Hapvida Odonto or Bradesco Dental dental insurance; Alelo Food or Meal Voucher; Life insurance fully covered by Lanlink; Transportation voucher; Pharmacy discount program; University partnership program; Total Pass; Internal education platform; Welcome-to-Parenthood Kit; Moodar Platform (therapy platform offering special rates for Lanlink employees) **We’re thrilled to have you here — even if virtually! How about getting to know us better?** The **Lanlink Group**, with 37 years of history, builds transformative experiences—not only for companies but also for people’s lives—operating across all five regions of Brazil. We envision the future with the purpose of impacting lives and serving as a safe harbor for innovation. Our culture is shaped daily by those who make Lanlink happen: our employees, who wear the shirt proudly and collectively build a joyful, collaborative, and inspiring workplace. We believe **trust** is the foundation of our relationships—with our people and our clients. It is nurtured through practices such as: hiring and onboarding well, inspiring others, speaking and listening, expressing gratitude, developing talent, caring, celebrating achievements, and sharing knowledge. We are many. We are diverse. **\#WeAreLanlink.** Now, we’d love to get to know you too. Join Lanlink! **Oh—and an important note:** All our job openings are **preferential for persons with disabilities (PCD).**