Partner Management & Service Governance

Role & responsibilities

1. Partner/Vendor Management

• Act as the primary point of contact for strategic Third party partners and service providers.
• Manage partner Governance, contract lifecycle, and compliance monitoring.
• Ensure vendors meet defined SLAs, KPIs, and performance benchmarks.
• Drive vendor scorecards, quarterly business reviews (QBRs), and renewal discussions.
• Resolve escalations and enforce service improvement plans where needed.

2. Service Governance

• Develop and implement governance frameworks, policies, and controls.
• Monitor service performance metrics across all domain (e.g., network, end-user, infra).
• Ensure alignment with ITIL best practices and audit/regulatory requirements.
• Coordinate internal and external teams and track remediation actions.
• Lead service reviews with business stakeholders, ensuring transparency and alignment.

3. Stakeholder Engagement

• Collaborate with business leaders, Vendors and procurement team for strategic alignment.
• Provide regular updates to senior management on service performance and risks.
• Align third-party services with internal service strategies and transformation goals.

4. Risk & Compliance Management

• Identify and mitigate risks related to third-party services.
• Maintain documentation for SLAs, SOPs, DR/BCP readiness, and governance checklists.

5. Continuous Improvement

• Analyze trends from service reports, customer feedback, and incident data.
• Lead root cause analysis (RCA) and implement process enhancements.
• Recommend innovations for cost optimization and service excellence.

Preferred candidate profile

• Bachelors Degree in IT, Telecom, or related field.
• 8–12 years in vendor management, or partner governance in Telecom Domain.
• Strong knowledge of ITIL, SLA frameworks, contract management.
• Experience with enterprise service management tools (e.g., ServiceNow).
• Exposure to multi-vendor environments and outsourced support models.