Senior Manager-Procurement Delivery

Role overview

Service delivery assurance

• Deploy the Service Delivery Assurance framework across the assigned line of business.
• Review SLA and KPI performance, set framework standards, and guide account initiatives.
• Coordinate with Operations, WFM, and HR to identify operational metrics and focus areas.
• Develop standard delivery documents and ensure timely escalations and proactive alerts.
• Track penalty and reward metrics and ensure mitigation plans are implemented.

Operational efficiency

• Review productivity, attrition, bench, inactive headcount, floor activity, and seat-tracking data.
• Analyze weekly and monthly KPI trends, conduct audits, and recommend mitigation plans.
• Drive margin improvement by reducing costs and operational leakages.
• Lead RFP, RFI, transition, and go-live activities for large or critical deals.
• Manage crisis situations, customer escalations, root-cause analysis, and recurrence prevention.

Transformation and reporting

• Develop transformation roadmaps and prioritize initiatives aligned with account strategy.
• Lead automation, analytics, digital kiosk, and other value-add initiatives.
• Assess integration plans, create proofs of concept, and document business benefits.
• Generate monthly MIS reporting covering CSAT, ESAT, revenue, margin, and operational metrics.

Procurement delivery

• Lead end-to-end procurement operations and ensure contractual SLA, KPI, quality, compliance, and productivity targets.
• Manage sourcing, purchasing, supplier management, procurement governance, and large-scale procurement programs.
• Apply Source-to-Pay expertise across requisitions, RFx, sourcing, supplier onboarding, purchase orders, contracts, invoices, and supplier performance.
• Drive standardization, compliance, continuous improvement, automation, and cost savings.

Client and team leadership

• Act as the primary escalation point for client stakeholders and lead governance, operational, and quarterly business reviews.
• Build client relationships and support business growth initiatives.
• Lead and mentor the procurement operations team and drive engagement, performance, succession, and capability development.
• Hire resources, manage attrition, build talent pools, and support career progression.

Experience and expertise

• 10+ years of experience in procurement operations, supply chain, sourcing, or procurement outsourcing.
• Strong experience managing delivery for large global clients and complex procurement environments.
• Strong hands-on experience across the complete Source-to-Pay lifecycle.
• Experience with strategic sourcing, supplier management, contract management, spend management, governance, and delivery excellence.
• Strong people management, communication, analytical, problem-solving, and prioritization skills.

Preferred qualifications

• Preference is given to candidates currently managing approximately 40 or more FTEs.
• Graduate or postgraduate degree is preferred.
• CIPS, CPSM, Lean Six Sigma, PMP, or MBA is an advantage.