Performance and Demand Management Analyst

**Performance and Demand Management Analyst - Country Road Group**:
**Job No.**: 997396

**Location**: Melbourne - CBD & Inner

**Job type**: Full-Time

**_Purpose_**

Play a pivotal role in supporting the Head of IT Service Integration, focusing on vendor performance, capacity planning, and demand management across IT services. This role ensures IT services are delivered effectively, aligned with business needs, and vendor performance meets Service Level Agreements (SLAs). By tracking and analysing performance, the analyst will identify improvement opportunities, manage demand forecasts, and maintain strong vendor relationships to optimize IT service delivery.

**_ Key Accountabilities_**

**_ Vendor Performance Monitoring & Reporting_**
- Develop and maintain performance dashboards and reporting mechanisms to provide regular updates on vendor performance to the Head of IT Service Integration and other stakeholders
- Analyse trends in vendor performance data to identify potential issues or areas for improvement and recommend corrective actions

**_Capacity Planning and Forecasting_**
- Analyse service usage and performance data to support capacity planning aligned with future business demands
- Ensure vendor resources and IT services are scalable to meet organizational growth and evolving IT requirements

**_Service Demand Management_**
- Monitor IT service demand and collaborate with business units to gather accurate demand forecasts
- Ensure capacity aligns with current and future demand, escalating potential capacity challenges to the Head of IT Service Integration

**_Vendor Relationship Support_**
- Serve as a key point of contact for vendor queries on performance and demand issues
- Support vendor management activities, including contract negotiations, performance reviews, and issue resolution
- Foster effective communication between internal teams and vendors to maintain alignment and transparency

**_Incident and Problem Management_**_ _
- Support the development of incident prevention strategies and contribute to long-term service improvement initiatives

**_Change Management_**
- Create policies and procedures for effective change mgmt process for internal and external suppliers/vendors.
- Central ownership of all changes - for recording, planning, scheduling, authorisation, and reviewing of changes
- Chair and manage the CAB process with IT, vendors and business stakeholders
- Perform Post Implementation Reviews (PIR) together with appropriate reports for all Major Changes, Emergency Changes, and Changes causing Incidents

**_Key Capabilities_**
- Degree in IT Management, Business Administration or similar
- In-depth understanding of IT governance, risk management, and compliance with a focus on business-critical platforms
- SIAM Foundation or Practitioner certificate
- Senior experience in IT vendor management or service delivery
- Strong analytical and problem-solving skills, with a track record of driving improvements in IT service delivery
- Excellent communication and stakeholder management skills, with experience in managing cross-functional relationships\

**_Why work for CRG?_**

The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Here are some of the great things we offer:

- Generous employee discounts across our House of Brands
- Seasonal clothing allowance
- An additional day of leave for your birthday
- An Industry leading Parental Leave Program
- Flexible working arrangements to support work/life balance
- Annual learning calendar to support the ongoing development of our team
- Support community partnerships across our Corporate Social Responsibility Program
- We are committed to operating ethically, sustainably, and responsibly.