Aug 2021 – Jun 2025 · 3 yrs 10 mos · Bengaluru, Karnataka, India

• Spearheaded 500+ SLA initiatives, orchestrating 15+ improvements, boosting delivery by 20%, and enhancing supplier relationships.
• Transformed SLA tracking with Digital Scorecards, accelerating KPI visibility and optimizing audit readiness.
• Championed Supplier Governance, slashing onboarding time by 20% ensuring compliance.
• Unified SLAs across 8+ units, catapulting performance by 20% through process optimization. Directed ServiceNow and asset policy upgrades for 150K+ assets, ensuring vendor master data accuracy and EFT reconciliation.
• Piloted15+ workflow automations across 25 sites, achieving 100% SLA compliance and reducing supplier effort by 20%.
• Governed $3M+ in service credits, enforcing SLAs and supervising vendor compliance with finance policies.
• Conducted SLA audits, augmenting compliance by 15% and supporting enterprise-wide risk mitigation.
• Optimized supplier processes, removing 50+ redundant SLAs and outperforming benchmarks by 20% via Lean Six Sigma.
• Mobilized cross-functional teams, accelerating response time and project delivery by 25% via vendor governance best practices.

Feb 2017 – Jul 2021 · 4 yrs 5 mos · Bengaluru, Karnataka, India

• Led and mentored a cross-functional team, aligning KPIs and orchestrating issue resolution to drive 100% SLA compliance.
• Ensured SLA adherence and supplier performance through strategic supplier management and finance audits.
• Addressed SLA defaults, accelerating delivery timelines across BPO functions and enhancing accounts payable operations.
• Spearheaded performance of 10+ global IT suppliers, outperforming targets by 10% annually.
• Developed vendor account plans to mobilize engagement, align demand, and support outsourcing strategy.
• Facilitated KPI definition with suppliers, accelerating alignment with global operations and enhancing communication via policy improvements.
• Championed governance enhancements to reduce disputes and ensure continuous supplier evaluation per quality standards.
• Fostered collaboration across sourcing, finance, and ops, executing vendor strategy and ensuring technical compliance in management accounting.
• Acted as escalation point for Supplier issues, driving resolution and maintaining 95% satisfaction through project leadership.

Mar 2014 – Dec 2016 · 2 yrs 9 mos · Greater Bengaluru Area

• Accountable for implementing and executing the Service Level Management Process at Account Level.
• Managing supplier performance across all the service lines delivered by specific Service Providers and following the relevant vendor engagement model.
• Conduct service review and instigate improvements within an overall service improvement plan.
• Review and revise service level agreements, service scope, contracts and any other underpinning agreements.
• Developed, presented and implemented organizational level agreements (OLA) and service level agreements (SLA).
• Determine alternative solutions with risk analysis, and identify opportunities to use technology to minimize service disruptions.
• Working closely with VMO and Reporting management team to have better defect prevention in the account.
• Assisting with the client in interpret the contract to understand the contract language and helps with the amending the calculation methodologies in order to achieve the Client expectations.
• Prepares the RACI/Workflows and Process documents more in to detail to avoid the confusions between the Client & Service providers.
• Signing off the SLA Results month on month (Validating the all the SLAs reported by Supplier, Reviews and obtains approval for solutions to Complaints and Compliments).
• Tracking the Calculation methodologies in the reports to identify whether the Supplier follows in calculating the metric as defined in the contract or not.
• Tracking the Exception management for the authentication such as approval, Approver Eligibility & Rationalization to improve the processes at service provider’s performance to the client.
• Maintain the track for Performance & Credit Earn Back on Monthly Basis in the invoices whether the Service Credits are reflected in the subsequent invoices. Analyse vendor performance from a performance, financial and risk perspective monthly.

Jun 2012 – Mar 2014 · 1 yr 9 mos · Bangalore

• Assisting the Client as Reporting Specialist in Governance procedures and workflows necessary to facilitate the Client Reporting process and validate the SLA results reported by multiple Service Providers in the SLA Dashboard.
• Ensuring reports are prepared on a timely basis with the highest level of quality using automated reporting tools and processes.
• Maintain the Exception summary & Audit trails to prepare the performance analysis of each service provider to measure performance metrics.
• Communicate with Service providers to address issues that may be originating from their information sources.
• Work with Service Providers and Data Analysts in root cause analysis investigations relating to data and process issues, potentially making minor modifications to implemented processes to prevent future re-occurrence
• Identify specific areas for improvement to ensure consistency of delivery of service metrics.
• To assist Client VMO by review of validated SLA reports sent by their service providers of their performance results.
• Providing recommendations on improving vendor performance and reporting
• Facilitate & ensure consistency in contract & SLA data, definitions & reporting by interfacing with IT/Business Process Vendors.
• Use proprietary Enlighta software to manage contracts, SLAs, Invoices etc. through meticulous data entry and process adherence.

Apr 2010 – May 2012 · 2 yrs 1 mo · Bangalore

• Analyse the SLAs and OLAs performance with the various stakeholders (Service Lines/ Competencies), and recommend action(s) to improve and/or sustain performance
• Ensure timely and accurate reports for clients/ sending GEOs as agreed
• Participate in meetings with other competences, the account and the Client
• Maintain SLA input excel forms based on changes received
• Reviews the inputs from Service Demand Manager for SLA creation and share feedback
• Prepare SLA based on the finalized SLA input sheet
• Ensures all data entries done in SLA creation, SLA overview sheet, Team Rooms etc. are in sync
• Suggest improvements for overall process efficiency and reduce lead time for SLA delivery and reporting
• Prepare and update knowledge documents of SLA management
• End-to-End management of SLA Management globally for high severity incidents reported to the Service
• Execute Knowledge Transfer Approach and Knowledge Transfer Plan.
• Prepare periodic reports, trackers and documents and support consultants in preparing power-point decks
• Prepare Adhoc reports as requested on trends, historical performance, issue summary etc.
• Gather and analyse customer satisfaction data and creating an action plan
• Create Delivery Centre management reports with specific account data
• Provide support in internal account reporting eg: Scorecard, RCA.

Nov 2008 – Apr 2010 · 1 yr 5 mos · Bangalore

• Program management based on RMA transactions (Asset Management) best practices by managing customer specific documentation requirements.
• Providing a professional interface between Client and the internal team.
• Responsible for keeping the bug tracking tools up to-date and in synch with customer tool.
• Providing information on IT service provision and producing associated reports.
• Document all defective assets Received/repaired/Returned/BER for the billing.
• Documentation and presentation skills to communicate the requirements and issues to the seniors.
• Identify processes, performance improvement and automation opportunities...
• Daily, weekly & monthly (charge report) client report, with data analysis, and recommendations for improvements.
• Data Analysis of Contract Profitability, availability of infrastructure & resources
• Monitor account performance by tracking TAT Met% Vs SLA as per SOW.
• Provides support to new business model with the existing clients including the research and analysis of requirement of components, infrastructure, resource availability & utilization.
• Enabling all of the resources on the deal to successfully access the E-RMA that they need to deliver the service to the client.

May 2006 – Jun 2008 · 2 yrs 1 mo · Bengaluru, Karnataka, India