Manager - Shared Services Governance (Vendor Management)


Roles and responsibilities

We are recruiting a Manager for Central Management team (Shared Services Governance/ Vendor Management) at Gurgaon. Working as a Manager in this team, your responsibilities will include:


Contract Management:

  • Collaborating within the department heads to ensure shared services received are effectively managed and contracts are fully leveraged.
  • Coordinate meetings to review performance against metrics and associated service level agreements
  • Facilitate all contract negotiation terms (e.g. new SLAs/SOWs) along with functional owners (HR, F&A, IT, etc). 
  • Keep appraised of projects and initiatives that involve services provided under the Shared Services Agreement and leads for any new work being contemplated.
  • Work closely within the Shared Services Agreements to ensure that agreed methodologies, processes, obligations are being followed as prescribed to ensure create successful relationship between all parties. 
  • Track fulfillment of deliverables relating to the applicable Services. 
  • Ensure audit-ability of processes relating to the applicable Services. 


Performance Management:

  • Managing monthly, quarterly Governance meetings.
  • Responsible for working closely with the Functional owners on contract documents, including MSAs, statements of work
  • Ensures that all service management process documents, best business practices, policies and guidelines documents are stored and maintained on SharePoint and archived according to our data retention policy.
  • Regularly review and evaluate internal and external Service Level Agreements to identify areas of improvement along with Functional Leads.
  • Escalate issues in accordance with the dispute escalation procedures. 
  • Evaluate Service Level performance and work with Functional Leads to approve any action plans resulting from root cause analyses, audits or other activities relating to the applicable Services. 
  • Facilitate approval, authorization, and oversee all policies and procedures as documented in the applicable SOW.


Relationship Management:

  • Be a single point of contact and act as the primary interface for shared services received by the Platform
  • Responsible for resolving conflicts, issues and complaints in a manner that enhances the partnership. 
  • Ensure a continuous and positive level of engagement is maintained between the parties and key stakeholders
  • Manage Benchmarking activities if required
  • Work with the service provider leads in India as the primary contact to establish and manage obligations, commitments, requirements and expectations in accordance with the Agreement.
  • Provide liaison activities and guidance with India’s leadership in regard to the strategic needs of Platform
  • Have in depth understanding of all Shared Services resources supporting the Platform, and be able to report on their departments, skill levels, etc and how that integrates with the resources to ensure no overlaps. 


Essential skills required

Education / professional qualifications

BCom / BSC / BBA /

MBA Preferred


Prior Experience:

Candidates must have 9-11 years’ experience of managing operations in shared services/ outsourcing environment. Has a hand on experience of managing SOW design, monitoring SLA’s and owning delivery contracts.



Technical skills:

Understanding of shared services agreements, contract management, SLA’s and designing SOW’s


Behavioral / team skills:

  • Extensive experience in corporate and management reporting
  • Strong strategy skills and project management skills
  • Experience partnering with senior stakeholders
  • Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situations
  • Able to focus on the big picture while keeping an eye out for the detail in execution
  • Flexibility to adapt to a variety of engagement types, working hours and work environments and locations
  • Strong cross-functional work attitude
  • Excellent communication skills (written and verbal) – ability to adapt communication upwards and downwards for appropriate levels of detail
  • Excellent relationship management skills – display sensitivity to organizational dynamics and cultivate relationships across functions in order to drive results
  • Executive presence and confidence to represent CXOs of functional departments at various forums, if required


For any further clarifications/updates feel free to call up on any of the co-ordinates mentioned below.



a) In-case of interest, kindly mail your profile in Word/ PDF Format on

b) References would be truly appreciated.

c) In event of non-interest, request you to share this mail with individuals within your network, who you think would be suitable for the above opportunity.



Thanks & Regards


Metaphor Infotech (JOBPOINT)

Executive Search, Talent Acquisition, Recruitment, Headhunting

Direct: +91- 22- 2854 5599.



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