Vendor Coordinator IV

Overview

Act as the commercial and contractual anchor within the Vendor Management Office, owning day-to-day relationships with Tier-1 delivery partners, maintaining OLA frameworks and credit schedules, and establishing commercial positions on attribution, rate cards, and change requests.

What you'll do

• Act as the named relationship owner for 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.
• Maintain the OLA register for each partner, covering 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 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.
• 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.
• Ensure Astreya-attributable credits are absorbed and logged for internal corrective action.
• 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 supporting 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.
• Review Level I and Level II casework daily, and sign off scorecards, invoice validations and evidence packs before release.
• 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.

What you'll need

• 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.

Nice to have

• 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.

Details

• Location: Hyderabad, India; hybrid working.
• Working hours: standard IST business hours (10:00–19:00 IST).
• Employment type: Full-Time.
• Reports to the Lead, Vendor Management Office.