Establish a framework for partner governance and measuring the partner SLAs and KPIs and ensuring SLA compliance across geographies.

Contract management and administration: Track and administer all deliveries agreed in the contract with the existing partners, in case of new partners, finalizing the scope and delivery model and driving contract end-to-end sign-offs by engaging with, and influencing top management from including Corporate office, business teams and partners across geographies to drive timely contract finalization. Partner issues resolution and Delivery Management : Track and close all issues raised by business / IT and vendor teams from contract and delivery perspective. Closely monitoring of all operational deliveries as agreed in the contract on quarterly basis, to enable finance team to proceed further for payments Partner Management and Governance- Develop and implement process and procedure for Partner Management. Work with Cross-functional teams both internal – SCM, Finance, IT streams, Business and partner governance/delivery teams to ensure effective & efficient partner management Standardize process/ policies among all IT partners : Standardize process and policies among all IT partners for operational / tactical and transformational deliveries. Benchmarking of partners on industry standards and taking service improvement plans to enhance the productive. SLA Management and driving service improvement plans– Track & report end to end SLAs. Develop, negotiate & draft the KPIs for each partner as per nature of business and requirements. Consolidate end to end service provider SLA & OLA reporting. Audit partner performance based on key SLA KPIs. Perform SLA trending Resource Management – Closely monitoring/ tracking of all manpower efforts, resource utilization of deployed resources by partners in both operations and projects verticals  Vendor Migration – Planning of migrating from existing vendors to the new ones, based on business requirements, technology change, product change, other compliance initiatives

 

Major Challenges :

Managing big contracts involving multiple internal and external stakeholders  Manage multiple partners across multiple geographies Managing conflicts with a huge partner base while being cognizant of the monetary and legal aspects Standardizing processes despite of different sizes/ areas of expertise of partners and their contracts Manage Cross functional teams across organization

Demonstrate (Key competencies)

Strong analytical and problems solving skills Strong collaborative skills Ability to drive continuous improvement and managing changes Leadership qualities and able to work in multi culture environment  Results orientation and an outcome based approach  Strong stakeholder management  Networking and inter-personal skills Ability to lead team across boundaries Ability to influence various stakeholders Fair understanding of IT Service management, ITIL processes, data center operations Understanding of Telecom domain will be an added advantage

 

Educational Level 

Must have:

Graduate (BE/equivalent) 

Working Experience

Must have: 

7-10 years of experience in handling IT Partner management, IT Governance, Contract Management, SLA Management,