Performance and Quality Management Senior Analyst

Sr Analyst - Supplier, Performance and Quality Management

Performance and Quality Management, Sr Analyst - SMO

About Johnson Controls

At Johnson Controls, we transform the environments where people live, work, learn and play. From optimizing building performance to improving safety and enhancing comfort, we drive the outcomes that matter most. Dedicated to protecting the environment, we deliver our promise in industries such as healthcare, education, data centers and manufacturing. With a global team of 100,000 experts in more than 150 countries and over 140 years of innovation, we are the power behind our customers' mission.

What you will do

As a Performance and Quality Management, Sr Analyst in the Strategic Supplier Management Office (SMO), you will play a key role in overseeing relationships with IT strategic suppliers and monitoring their performance. Your primary responsibilities will include:

• Managing the full lifecycle of IT contracts to ensure successful execution and alignment with organizational goals.
• Driving supplier performance, optimizing costs, and mitigating risks to enhance business operations.
• Monitoring strategic suppliers' performance, identifying areas for improvement, and implementing effective "get well" plans.
• Establishing and maintaining a performance management governance framework to ensure accountability and continuous improvement.
• Overseeing ServiceNow SLA adherence, ensuring that services meet agreed-upon standards and expectations.

Your efforts will directly contribute to enhancing supplier efficiency, improving service quality, and strengthening strategic partnerships within the organization.

How you will do it

To effectively manage IT strategic suppliers and ensure optimal contract performance, you will:

• Foster Supplier Relationships: Build and maintain strong, collaborative partnerships with IT suppliers to promote innovation and shared success.
• Monitor Supplier Performance: Assess supplier adherence to agreed service levels, driving consistent quality and resolving performance issues.
• Ensure ServiceNow SLA Compliance: Track and manage ServiceNow SLAs, ensuring timely issue resolution and alignment with contractual expectations.
• Navigate Contract Negotiations: Participate in negotiations to optimize contract terms, mitigate risks, and uphold compliance with internal and external standards.
• Resolve Supplier Disputes & Escalations: Address disputes, contractual breaches, and escalated issues, ensuring resolutions support business needs and minimize risk.
• Manage Milestones & Deadlines: Oversee key contract milestones and SLA compliance to maintain timely performance and avoid penalties.
• Collaborate Across Teams: Work closely with Legal, Procurement, and internal stakeholders to ensure efficient, compliant contract management processes.
• Mitigate Risks: Proactively identify and address financial, legal, operational, and security risks in contract management.
• Support Internal Requests: Guide internal operations and business partners through service changes and new demands.
• Optimize Costs: Identify cost-saving opportunities, negotiate favourable terms, and maximize supplier value.
• Report on Contracts & Performance: Prepare detailed reports on contract status, supplier performance, and compliance, providing insights to inform management decisions.

What we look for

Required

• Education & Experience: Bachelor's degree with 6 years of experience in supplier and contract management, IT service oversight, and ServiceNow SLA tracking.
• Skills & Competencies: Strong analytical, negotiation, stakeholder management, and problem-solving skills.
• Effective communication skills for reporting supplier performance insights to management.
• Ability to leverage data analytics to assess trends and improve supplier performance.
• Expertise in vendor governance, risk mitigation, and compliance.
• Knowledge of contract management tools, procurement processes, and ServiceNow for SLA tracking and reporting. Ability to leverage data analytics for supplier performance improvement.
• Ability to work exceptionally effectively in a team environment is required.
• Self-motivation, tenacity, flexible and reliable in approach to work.
• Ability to collaborate effectively across diverse teams in a remote global environment.

Nice to Have

• Experience with AI & Automation – Familiarity with AI-driven analytics and automation tools can enhance supplier performance tracking and risk mitigation strategies.

• Industry Certifications – Certifications like ITIL, can strengthen process improvement, vendor management, and operational efficiency expertise.

Johnson Controls is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit