We are seeking a highly skilled and dynamic Service Delivery Manager - Procurement to lead and manage our Supply Chain Procurement operations. The successful candidate will oversee both onshore and offshore teams to ensure delivery excellence, resolve issues, handle client escalations, drive continuous improvements, and spearhead automation initiatives. This role requires a proactive leader with strong problem solving skills, exceptional client management abilities, and a solid understanding of procurement processes.

What you will be doing:

1. Service Delivery Management
Lead the end-to-end service delivery for Supply Chain Procurement processes, ensuring timely and quality service to clients.
Manage hybrid teams, including onshore and offshore resources, ensuring alignment with business objectives and client expectations.
Monitor and report on service delivery performance, using KPIs and SLAs to measure success and identify areas for improvement.
2. Client Relationship Management
Managing expectations and ensuring high levels of satisfaction.
Handle client escalations effectively, providing timely resolutions and implementing corrective actions to prevent recurrence.
Facilitate regular client meetings and service reviews to discuss performance, issues, and opportunities for improvement.
3. Issue Resolution
Proactively identify and address service delivery issues, employing problem solving techniques to achieve swift resolution.
Coordinate with relevant stakeholders, including internal teams and clients, to resolve complex issues that impact service delivery.
4. Continuous Improvement
Drive a culture of continuous improvement within the team, encouraging innovative thinking and the adoption of best practices.
Lead initiatives to improve process efficiency, reduce costs, and enhance the quality-of-service delivery.
Regularly review and update standard operating procedures SOPs to reflect process enhancements and industry

Qualifications

To be successful in this role, you will have:

• Education Bachelor s degree in Business Administration, Supply Chain Management, or a related field. A Master s degree or relevant certification e.g., CIPS, CPM is preferred.
• Experience Minimum of 10 years of experience in procurement, supply chain management, or service delivery roles, with at least 3 years in a managerial position.
• Skills
• Strong understanding of S2C and P2P processes.
• Proven ability to manage hybrid teams onshore and offshore .
• Excellent client management and communication skills.
• Strong problem solving and decision making abilities.
• Experience with process automation and procurement technologies.
• Proficiency in relevant software tools e.g., SAP, Coupa, Oracle, Ariba .
• Competencies
• Leadership and team management.
• Project management and organizational skills.
• Ability to work in a fast paced environment and manage multiple priorities.
• Analytical and detail oriented mindset.

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