Mamta JaibirSingh Choudhary

• Oversaw the entire contract lifecycle, which included drafting, negotiating, executing, renewing, and closing contracts. Formed risk assessments to ensure adherence to legal, regulatory, and corporate standards.
• Acted as the main point of contact for all contractual issues involving vendors and internal stakeholders.
• Maintained governance and audit preparedness by keeping precise contract records and documentation.
• Facilitated vendor performance evaluations to ensure deliverables met agreed-upon SLAs, and KPIs.
• Established contractual governance frameworks aimed at improving operational efficiency, and mitigating risks.
• Worked closely with the legal and procurement teams to address contract disputes and claims.
• Provided leadership with insights and reports on contracts to support informed decision-making.
• Key Achievements:
• Managed the transition of SLAs and contracts during the Bombardier–Alstom merger, guaranteeing service continuity and compliance.
• Led the renegotiation of contact center contracts, resulting in cost savings and increased vendor accountability.
• Negotiated new application and infrastructure contracts, defining pricing structures, and essential obligations.
• Successfully renegotiated pricing and contact points for various vendor contracts, achieving substantial cost reductions.
• Reduced contract approval timelines by 20% through standardized processes and streamlined operations.
• Enhanced vendor compliance scores by implementing structured remediation and escalation processes.
• SLM & Reporting Lead (Previously)
  • Established and governed the Service Level Management (SLM) framework aligned to contracts.
  • Consolidated SLA/KPI reports across vendors and led performance review meetings.
  • Coordinated breach analysis, remediation plans, and service improvement initiatives.
  • Supported integration of OLAs and SLAs into service management tools during new service onboarding.

• Awaiting project assignment

roject - Royal Sun Alliance (Jan 2016 - Feb 2019)

• Key contact for Major Incidents, ensuring quick service restoration.
• Managed incident tracking/documentation and provided updates to stakeholders.
• Established complaint and escalation processes for high client satisfaction.
• Oversaw Incident Management quality and compliance.
• Conducted Post Incident Reviews and audits for process improvement.
• Collaborated with Problem and Change Management to enhance adoption.

Project - SealedAir (Aug 2012 - Jan 2016)
Role: Incident Manager / Team Lead

• Handled escalations and supervisor calls.
• Monitored call flow to meet service level targets.
• Developed strategies to improve handling times and CSAT scores.
• Trained new teams and conducted skills assessments.
• Managed staff attendance and implemented corrective actions.
• Participated in client calls and provided floor-level training.

Project - United Airlines (April 2010 - Jun 2012)

• Provided Level 2 technical support, meeting service targets.
• Investigated and resolved passenger complaints.
• Developed action plans for process quality improvement.
• Trained new teams as a Subject Matter Expert (SME).