DEEPIKA RAVISHANKAR
Roswell,GA
Summary
Dynamic Vendor Management Leader with over 10 years of experience overseeing SaaS vendors, cloud hyperscalers, and BPO partners across APAC, Europe, and North America. Expertise in contract negotiation, SLA governance, supplier performance optimization, and strategic planning within global IT environments. Recently transitioned into an Account Manager role, successfully leading partner and product portfolios while strengthening client relationships and generating $3M in revenue within the first five months. Recognized for building high-impact vendor ecosystems that drive cost and performance improvements, combining deep vendor governance expertise with strong commercial acumen and cross-functional leadership capabilities.
Overview
9
9
years of professional experience
Work History
Customer Service Account Manager
KNAPP
Kennesaw, GA
10.2025 - Current
- Provide support to customers through effective communication and problem-solving techniques.
- Streamline account management processes for improved efficiency and productivity.
- Plan account budgets and forecast quarterly/fiscal performance, ensuring alignment with service and supplier capabilities.
- Conduct regular customer reviews and manage escalations, coordinating with engineering, service operations, and vendor partners.
- Lead enhancements, upgrades, and change requests (including brownfield/retrofit), managing scope, timelines, and supplier inputs.
- Serve as the primary escalation point between customers and suppliers for technical issues, schedule risks, and contract deviations.
- Conduct regular supplier and customer review meetings to assess progress, align on changes, and maintain transparent communication across all stakeholders.
- Facilitate cross-functional collaboration across engineering, supply chain, finance, and project teams to ensure supplier commitments matched project requirements and customer expectations.
Global Vendor Manager
ABB
Banagalore, India
06.2023 - 10.2025
- Managing global relationships with cloud hyperscalers, Big four consultants, software service providers, driving strategic relationships that support business growth, innovation and operational efficiency.
- Coordinated vendor onboarding processes to ensure compliance with company standards.
- Assisted in negotiating contracts, achieving favorable terms and conditions for service agreements.
- Monitored supplier performance metrics, providing insights for continuous improvement initiatives.
- Supported cross-functional teams in resolving vendor-related issues promptly and effectively.
- Achieved cost savings through skillful negotiation tactics during contract renewals or termination discussions with underperforming vendors.
- Trained team members on best practices in vendor management, fostering a culture of continuous learning within the department.
- Supported the organization''s strategic goals by identifying and onboarding suppliers with innovative solutions and services that aligned with company objectives.
- Facilitating quarterly/monthly reviews with domain leads and vendors, and bi-annual strategic sessions with C-level executives to align on performance, roadmap, and value delivery.
- Act as the primary relationship owner and escalation point, address commercial gaps across business units to enhance efficiency and reduce operational costs.
- Partner closely with vendors to co-develop strategic roadmaps that address operational gaps, ensure alignment with ABB’s growth and innovation objectives, and support market expansion.
Vendor Risk Oversight Lead
Fidelity Investments
Bangalore, India
05.2021 - 06.2023
- Performed comprehensive third-party risk assessment by capturing and analyzing supplier profile questionnaire, executing performance evaluations, and conducting due diligence reviews.
- Initiated and organized targeted training sessions by inviting industry experts, including keynote speakers from Gartner, to share insights on vendor risk, market trends, and best practices. Facilitated interactive learning forums and knowledge-sharing events to enhance internal team capabilities.
- Participated in annual supplier audits to evaluate adherence to contractual obligations, quality standards, and service-level performance.
- Analyzed internal vendor management practices, recommended process enhancements, and led the implementation of change initiatives to improve supplier engagement, compliance, and overall delivery efficiency.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Vendor Manager
Capital One
Bangalore, India
03.2017 - 12.2020
- Delivered end-to-end operational support for Capital One’s Credit Card Program, within Specialty Operations and Credit Bureau Disputes, ensuring timely resolution, compliance, and seamless coordination between internal teams and external vendors.
- Developed vendor performance metrics to enhance service delivery and cost-effectiveness.
- Managed contract negotiations to optimize pricing and terms with strategic partners.
- Coordinated cross-functional teams to streamline vendor onboarding processes.
- Analyzed vendor compliance with regulatory requirements and internal standards.
- Provided monthly volume forecasts to suppliers based on trend analysis and business demand projections, enabling proactive workforce planning and capacity alignment. Collaborated with vendor teams to ensure optimal staffing levels, timely service delivery, and minimal disruption to operations.
- Defined and implemented key performance indicators (KPIs) to measure vendor effectiveness, conducted regular performance monitoring, and published detailed monthly scorecards. Led gap analysis to identify areas for improvement and facilitate conflict resolution to maintain service quality and strengthen vendor relationships.
Education
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University
06-2014
Skills
- Vendor Governance
- Supplier Relationship Management
- SLA/KPI Management
- Risk & Compliance Management
- Change Management
- Forecasting & Reporting
- Performance Monitoring & Scorecards
- Contract Negotiation & Renewals
- Cost Optimization & Budget Control
- RFP/RFI Management
- Cross-Functional Collaboration
- Tools: SAP, CRM, Service Now, Coupa
Accomplishments
- Recognized for stabilizing customer account resulting in 3M revenue in KNAPP.
- Closed a $1.5M commitment gap for a cloud hyperscaler account by analyzing the gap, planning workload, and strategizing with cross-functional teams
- Recognized by the Group CIO for establishing ABB’s commitment to a major hyperscaler partnership and facilitating a collaborative and effective contract negotiation process.
- Recognized for leading smooth and compliant exit of ABB’s power grid business, coordinating cross-functional teams and managing vendor off-boarding and contract closures, mitigating risks.
- Recognized by senior leadership for leading Walmart Integration with Capital One cards
Timeline
Customer Service Account Manager
KNAPP
10.2025 - Current
Global Vendor Manager
ABB
06.2023 - 10.2025
Vendor Risk Oversight Lead
Fidelity Investments
05.2021 - 06.2023
Vendor Manager
Capital One
03.2017 - 12.2020
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University