About this role
Role Title Vendor Relationship Lead IV Department / Team Vendor Management Office (VMO) · Delivery Governance Reports To Lead, Vendor Management Office Location Hyderabad, India · Hybrid Working Hours Standard IST business hours (10:00–19:00 IST) Employment Type Full-Time ROLE OVERVIEW Astreya is seeking a Vendor Relationship Lead IV to serve as the commercial and contractual anchor within our Vendor Management Office (VMO). In this role, you will own the day-to-day relationship with Tier-1 delivery partners, maintain the OLA framework and credit schedules that tie partner performance to client commitments, and establish commercial positions on attribution, rate cards, and change requests. As a senior individual contributor within a collaborative team of five, you will review daily casework from Level I and Level II analysts, providing coaching on evidence standards and decision-making for complex cases. This role offers an excellent opportunity to drive vendor performance, maintain governance standards, and help shape our partner strategy. KEY RESPONSIBILITIES 1. Tier-1 Partner Relationship Ownership
• Act as the named relationship owner for the Tier-1 partners, running the weekly operational sync and preparing the monthly performance review with the Lead. • Set expectations with partner account and delivery leads, and resolve open issues, jeopardy items and backlog through to closure. • Escalate to the Lead with a recommended position, the evidence behind it and the commercial impact, never a relay of the partner's view. 2. OLA Framework, Contract & Credit Schedules
• Maintain the OLA register for each partner: decomposition of client SLAs and experience measures, response and resolution targets, coverage windows, escalation ladders and acceptance criteria. • Review partner SLA, KPI and service-credit schedules against Astreya's own client commitments, and keep a contract gap log of every term that does not mirror the client contract. • Prepare the requirement set for Procurement and Legal on new and amended partner agreements; drafting and signature stay with them. 3. Attribution, Penalty Flushback & Commercial Position
• Lead root-cause attribution on client-levied credits and major incidents, using the ticket trail, root-cause analysis and OLA clause mapping. • Build the evidence pack and draft the chargeback notice for vendor-attributable breaches, for approval by the Lead. • Own the rate-card register and change-request log, and decide whether a partner change request is in scope, out of scope or a chargeable change. • Hold the line that Astreya-attributable credits are absorbed and logged for internal corrective action, so attribution stays accurate both ways. 4. Portfolio Strategy, Renewal & Rationalisation
• Own partner tiering and segmentation, and the data packs that feed the annual partner strategy. • Own the renewal tracker, and prepare performance and spend packs that support renewal, re-scope or exit decisions. • Benchmark partner rates against each other and against market data where available, and flag where Astreya pays above pattern. 5. Casework Review, Coaching & Improvement
• Review Level I and Level II casework daily, and sign off scorecards, invoice validations and evidence packs before they leave the team. • Coach analysts on evidence standards, attribution judgement and partner communication, without line authority. • Own the VMO standard operating procedures and templates, and the design of the partner scorecard. • Identify automation candidates in scorecards, evidence packs and invoice checks, and carry them through to a working change. PERFORMANCE & SERVICE LEVELS Key performance indicators and success criteria for this role include:
• Attribution Timeliness: attribution and draft evidence pack completed within the agreed window for 100% of client-levied credits. • Evidence Quality: chargeback notices issued with a complete evidence pack, and disputes resolved on the evidence. • Contract Gap Log: every Tier-1 partner agreement reviewed against client commitments, with gaps logged and owned. • Change Control: 100% of partner change requests logged and decided against the rate card and scope before work starts. • Renewal Readiness: performance and spend pack ready at least 90 days before each Tier-1 renewal or notice date. • Team Quality: Level I and Level II outputs reviewed before release, with quality findings trending down quarter on quarter. TOOLS & SYSTEMS
• Ticketing & Evidence: enterprise ticketing (ITSM) incident, request and change records, used as the evidence trail for SLA, OLA and attribution work • Contract & Commercial: contract repository and rate-card registers, change-request log and service-credit schedules • Governance: partner scorecards, risk register, action and remediation trackers, QBR and MBR pack templates • Finance Data: ERP purchase-order, goods-receipt and invoice data for pay-versus-charge reconciliation • Reporting: BI dashboards and advanced spreadsheet modelling (pivot, lookup, scenario models) REQUIRED SKILLS & EXPERIENCE Mandatory
• 6–9+ years in vendor management, supplier performance, contract management or commercial leadership in IT services, managed services or facilities. • Hands-on experience with SLA and OLA frameworks, service-credit schedules and partner chargebacks. • Strong commercial analysis: rate cards, change requests, invoice reconciliation and spend analysis. • Ability to run a meeting with a partner's senior account team and hold a position on evidence. • Advanced spreadsheet skills; comfortable building scorecards and models from raw ticket and invoice data. • Clear written and spoken English, and comfort working EMEA-aligned hours. Preferred
• Experience with AV integration, workplace technology, facilities or network service partners. • Experience in a prime-contractor or service-integration (SIAM) environment. • World Commerce & Contracting (CCMP), CIPS or ITIL 4 qualification. • BI tooling and basic scripting for automated reporting. CAREER GROWTH & DEVELOPMENT
• Opportunity to own commercial and contractual strategy for Tier-1 global partners while mentoring junior and mid-level analysts. • Clear career path toward leadership through portfolio-wide ownership, leading Executive QBRs, and demonstrating team leadership.