Inherited a failing managed services engagement with SLA penalties running above 6% of contract value and an NPS score of -6. Diagnosed root causes, restructured governance, rebuilt vendor accountability frameworks, and stabilised delivery operations over an 18-month turnaround. Penalties reduced to below 1%, NPS recovered to +8, and 85%+ of penalty exposure eliminated. Secured a 2-year nomination renewal without competitive tender and created the organisation's first-ever change request revenue stream across 8 of 8 operational domains improved.