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. We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!

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