Vendor Relationship Management, Manager at Astreya in Hyderabad

Job description

A S T R E Y A Manager — Vendor Management Office (AV) Workplace Technology & AV · Careers at Astreya Role Title Manager — Vendor Management Office (AV) Department / Team Vendor Management Office (VMO) · Delivery Governance Reports To Manager, Vendor Management Office Location Hyderabad, India · Hybrid Working Hours Standard IST business hours (10:00–19:00 IST) Employment Type Full-Time ROLE OVERVIEW At Astreya, we deliver world-class workplace technology and AV services to premier global enterprise clients. As prime contractor, we rely on a specialized ecosystem of delivery partners to execute seamlessly. We hold ourselves fully accountable for end-to-end service delivery, which means establishing clear governance, aligned commitments, and rigorous standards across every vendor partner in our portfolio. As Manager of the Vendor Management Office (VMO), you will lead an ambitious team of four across Levels I to III, driving full-lifecycle vendor governance for approximately eight key strategic partners. You will champion operational excellence across rules of engagement, SLA/OLA alignment, quality assurance, commercial performance, and risk management. Serving as a crucial leadership bridge between Astreya delivery teams and external partners, you will foster collaborative partner relationships while firmly upholding operational rigor and commercial boundaries. If you thrive in high-impact leadership roles where strategic vendor oversight meets operational excellence and client delivery, this is an extraordinary opportunity to shape and scale our global VMO framework. KEY RESPONSIBILITIES 1. Partner Governance & Rules of Engagement Establish and enforce robust rules of engagement across all partners, ensuring formal work orders, defined interfaces, and standardized reporting line-of-sight. Own the OLA framework that translates client SLAs and experience targets into precise partner operational metrics, targets, and escalation matrices. Lead the partner governance cadence, presiding over weekly operational syncs, monthly performance reviews, and quarterly business reviews (QBRs). Manage high-level partner escalations in person, travelling to partner offices and client sites across EMEA as needed to drive executive resolution. Maintain and refine the partner tiering and segmentation strategy to optimize governance intensity based on criticality and spend. 2. Performance, Quality & Remediation Oversee monthly partner SLA/OLA performance reporting, providing full portfolio visibility and proactively identifying trend drifts before service impact occurs. Direct an independent quality assurance program for partner deliverables to ensure unbiased performance scoring and accountability. Drive structured remediation plans (SIPs) for performance gaps, establishing clear milestones, exit criteria, and joint ownership through closure. Lead root-cause attribution analysis for complex, cross-partner major incidents in collaboration with internal delivery functions. Integrate partner performance reporting into client executive service reviews, presenting a unified narrative of service quality. 3. Commercial Governance & Penalty Flushback Direct commercial governance across partner rate cards, change control, billing rules, and gainshare/earn-back provisions. Manage the penalty flushback framework, ensuring that vendor-attributable service credits levied by the client are properly recovered via OLA contractual mechanisms. Validate chargeback evidence packages, including incident logs, RCA documentation, OLA clause mappings, and financial impact assessments. Ensure commercial alignment between vendor costs and client billings, collaborating with Finance to resolve variances. Provide performance insights to guide contract renewals, partner rationalization, and Procurement negotiations. 4. Team Leadership & Matrix Interfaces Mentor, develop, and empower a high-performing team of four direct reports across Levels I to III, fostering continuous pro