Contract & Partner Management- Drive RFP, Vendor evaluation exercise & governance reviews with CXO’s & partner leadership for successful outsourcing engagement & delivery- Liaising and consulting with the company’s leadership and management on IT systems, contracting clauses and business operations systems initiatives - Ensure contract compliance & adherence through monitoring of deliverables & obligation, as per agreed contract to improve IT scorecard- Negotiate IT contracts with partners & manages conflict, if need be with partners and cross-functional groups for dispute resolutionSLA & Process Management- Established Partner Governance framework for instilling right checks and balances to measure partner performance and delivery- Run Operations excellence program with the focus on continuously improving key processes and procedures to deliver business value- Led process adherence & service improvement initiatives by conducting process audits and developing an action plan for improved Ops PerformanceBudget & Manpower Management- Lead, develop & execute the sourcing strategy & workforce planning including hiring, onboarding of IT resources ensuring to have optimum numbers with right skillsets as per the agreed annual operating plan & defined budget- Responsible for manpower payout management based on the defined controls followed by commercial validation with finance - Review the financial information & escalate if goes beyond the identified AOP ensuring all operations are within budget - Spearhead the major strategic initiatives & cost/resource optimization exercise, as identified at the leadership

• Partner with stakeholders across Tech and across the organization using data driven methodologies & identify opportunities for tech efficiencies, and proactively enable customer-oriented cost-effective solutions aligned to business priorities• Develops and leverages internal and external partnerships and networks to maximize business value by managing solutions to key Tech priorities and initiatives; engaging key stakeholders in the enablement, execution, and evaluation of appropriate Strategic Partner Programme plans and initiatives; vendor evaluation and scoring, benchmark analysis, and proactively managing tech efforts in these areas• Monitor strategic partner performance & identifies risk factors and works across stakeholder groups to develop mitigation plans

- Steered all engagements/governance reviews with CXO’s & topmost partner’s leadership ensuring relevant actions & resolution on key pain points - Monitored deliverables and obligations as per agreed contracts ensuring adherence & compliance by partners resulting in IT Scorecard improvement- Established a framework to measure partner performance and delivery & executed SLA audits and finalized payment indices indicating bonus penalty against partner performance- Improved operations performance via process adherence, service improvement initiatives, process audits, and the development of effective action plans.- Analyzed financial information and raised red flags to the leadership, ensuring all operations adhered to budgets.- Led RFP, Vendor evaluation & negotiation exercise for major managed services outsourcing contracts worth $600M with IT partners- Saved costs worth 220 Mn through effective audits, risk, and compliance management by driving key costing, licenses, and resource optimization exercises.- Facilitated discussions with auditors ensuring timely data delivery & responses against IDR, AQR & ATR etc. by liaising with the stakeholders, internal/external auditors and teams for successful audit closure

• Partner with portfolio leads, other global delivery leads, clients and other internal/ external stakeholders to deliver suitable enterprise level solution to the business requirements and to drive continuous improvement on delivery engagements• Manages risks, internal and external dependencies for the project. Oversees scope management throughout the project life cycle. Establishes and plan communications dissemination.• Manage client/third-party partner and/or vendor relationships, as necessary• Ensure the use of best practices and apply lessons learnt from previous projects

Service Assurance and CSI :• Responsible for the quality and integrity of the Service Level Management process ensuring to monitor & improve SLA portfolio for the multiple accounts• Acts as direct interface to the customer & other process managers to formulate and agree an appropriate Service Level Management structure for the account, in line with contractual requirement• Negotiates and agrees Service Level Agreements with the customer ; Support SLA owner competencies as well to negotiate and agrees any Service Level Requirements for any proposed new / developing services• Analyzes and reviews service performance, trends & problem impacts against the defined SLAs & documents results of data analysis• Addresses service level management issues and escalates as appropriate• Manages identification of possible cases for service level relief where IBM believes there is a case for relief from service level credits and prepares relief requests in accordance with contract provisions• Prepare & conclude Payment Index (Penalty/Bonuses) directly with the customer • Ensures that service level breaches are analyzed and that the cause of the breaches is assigned correctly between IBM systems and practices/practitioners or clients as applies• Conducts annual (as appropriate) reviews with customer for add/delete/modify SLAs ; Acts as decisive point for any temporary changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.) • Spearheads SLA Improvement program in collaboration with group of project managers/competency owners by taking corrective action & make sure that service level targets is achieved for repeated failures• Insures that drill down analysis is performed whereever necessary to identify root causes of negative trends in order to investigate discrepancies assuring that positive/negative trends and incidents are identified and resolved

• Responsible for designing technical framework for rapid deployment of recharge partner eco-system leading to integration with 13 web recharge partners in 18 months increasing the recharge revenue by USD 600,000 per month• Drove and plan end to end multiple telecom products from RFP creation, vendor evaluation & finalization to entire deployment• Architected and scaled landing page for MTS data customers to handle over 12000 transactions per second. Increased customer pull by launching additional features such as unique bid-based loyalty program & Movieplex for data customers• Initiated, developed and managed end-to-end successful implementation of new product concepts in collaboration with business, includes project planning, request for proposal preparation, project management, and solution delivery• Managed third party product development partners to increase revenues for a range of multi-pronged products within portfolio • Delivered on committed SLA’s for processes and timelines for product roll out, ranging from solutions engagement to delivery• Redesigned existing IT processes to increase efficiency and reduce SLAs in line with business expectations and growth demands• Spearheaded service review meeting with internal/external stakeholders as per organizational internal processes and growth demands.