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…