ROLE OVERVIEW

The Commercial & Relationship Manager is the commercial integrator and trusted relationship lead for the account. The role connects client priorities with Wipro delivery, finance, legal, procurement and partner teams, while owning the account’s commercial and contractual health. The incumbent builds credibility across GTAA leadership, the Vendor Management Office (VMO), operational stakeholders, airlines and strategic suppliers; anticipates concerns; resolves disputes; and converts complex contractual and financial matters into clear decisions, actions and measurable value.

KEY RESPONSIBILITIES

• Client Relationship & Executive Stakeholder Management — Build and sustain trusted relationships with customer VMO, leadership, IT and operational stakeholders. Establish regular governance, understand stakeholder priorities, communicate transparently, manage expectations, and act as an effective bridge between the client and Wipro leadership.

Contractual Understanding & Management — Interpret and govern master agreements, SOWs, schedules, SLAs, pricing mechanisms, obligations and liabilities. Maintain a clear obligations register, protect contractual positions, and ensure decisions are supported by accurate records and audit trails.

• Change Orders, Disputes & Negotiations — Lead commercial discussions on amendments, change requests, renewals, claims and ageing disputes. Build fact-based positions, align internal stakeholders, negotiate balanced outcomes, document decisions and drive actions to closure.

• Vendor & Partner Relationship Management — Manage the vendor lifecycle across strategic and tactical suppliers, including sourcing support, onboarding, contractual governance, performance reviews, SLA/KPI monitoring, renewals, escalations and third-party risk. Balance service continuity, cost, risk and client commitments.

• Airline & Ecosystem Stakeholder Coordination — Support commercial and billing relationships across the airport ecosystem, including airline stakeholders where applicable. Coordinate issue resolution, clarify responsibilities and maintain dependable communication across multiple parties.

• Cross-functional Leadership — Partner with delivery, finance, legal, procurement, security, project teams and offshore operations. Create shared ownership of commitments, remove decision bottlenecks, mentor team members and ensure timely, high-quality execution.

• Governance, Reporting & Executive Communication — Lead or support monthly and quarterly governance, contract performance reviews and executive updates. Present concise, decision-ready views of financials, risks, disputes, vendor matters, actions and emerging priorities.

• Commercial Governance & Value Realization — Own commercial performance across the account, including budgeting, forecasting, P&L governance, cost control, rate-card validation, invoicing, true-ups and benefit tracking. Translate data into clear insights and recommendations for client and account leadership.

• Compliance, Controls & Audit Readiness — Ensure engagements meet contractual, regulatory, security and internal control requirements. Maintain complete documentation, approval evidence and an audit-ready commercial and contract repository.

SUCCESS MEASURES

• Trusted stakeholder relationships, clear governance and timely escalation of material issues.

• Commercial outcomes delivered without compromising contractual compliance, service continuity or long-term account relationships.

• Accurate forecasts, billing, reporting and contract records with strong control discipline.

• Renewals, changes, disputes and vendor actions progressed within agreed timelines.

• Clear ownership across cross-functional teams and improved stakeholder confidence in Wipro’s responsiveness and advice.

CORE COMPETENCIES

Relationship Leadership Executive presence, trust building, stakeholder mapping, influencing, expectation management and conflict resolution. Commercial & Financial Acumen P&L, budgeting, forecasting, billing, cost control, pricing, rate cards and value realization. Contract & Risk Management MSAs, SOWs, schedules, SLAs, obligations, liabilities, change control, negotiation and audit readiness.

Vendor & Ecosystem Governance

Supplier lifecycle, sourcing, renewals,

performance, escalations and third-party risk

management. Strategic Communication Concise executive reporting, fact-based storytelling, negotiation and decision facilitation. Leadership & Execution Cross-functional alignment, team mentoring, prioritization, ownership and disciplined follow-through.

QUALIFICATIONS & EXPERIENCE

• Chartered Accountant (CA) or CPA, or MBA in Finance from a reputed institution.

• Significant experience in client relationship management, commercial/contract governance, financial management, vendor management or VMO functions within a large, multi-year IT services or outsourcing environment.

• Demonstrated ability to manage senior client relationships, complex negotiations, disputes and cross-functional decision-making.

• Strong understanding of IT services commercials, procurement, supplier contracts, SLAs, change control, billing and financial governance.

• Strong executive communication, analytical judgement, influencing and team leadership skills.

• Experience in a complex, regulated, airport, transportation or multi-stakeholder operating environment is an advantage