Job Context
This position is responsible for the Indirect procurement related activities across the multiple regions
under Global enterprise services - Purchasing and Supply Chain (GES-P&SC). A crucial aspect of this
role is managing the BPO vendor, which is vital for ensuring seamless Indirect procurement operations.
The role focuses on streamlining procurement processes to enhance operational efficiency and
reduce costs, delivering on savings commitments, and achieving high performance against SLAs and
KPIs.
The Service Delivery Manager fosters a collaborative and high-performance work environment,
working closely with cross-functional teams to ensure alignment of procurement activities with
organizational goals. Utilizing advanced procurement software and tools, and leveraging data analytics
to monitor performance, identify trends, and drive continuous improvement, the Service Delivery
Manager plays a vital role in supporting the organization's strategic goals and contributing to overall
business success.
Additionally, the role demands strong people management skills, fostering a culture of high
performance, employee engagement, and capability building within the team. By developing and
mentoring talent, the leader will contribute to building a future-ready workforce capable of
supporting evolving business needs.
5. Job Content:
Key Areas of Accountability / Responsibility
1. Operations & Compliance Management
• Responsible for reporting and managing key performance indicators (KPIs), ensuring
accurate tracking, analysis, and communication of metrics to drive strategic decisionmaking
and operational efficiency.
• Responsible for overseeing the entire procurement process, from Purchase Requisition (PR)
processing to Purchase Order (PO) creation, ticket handling, and tail spend management.
• Develop, track, and report on KPIs related to indirect procurement processes while
monitoring and managing SLAs and KPIs to ensure indirect procurement activities are
performed in accordance with company standards and contractual obligations.
• Develop and implement strategies to manage and optimize tail spend. Identify and
implement cost-saving initiatives to meet savings commitments and optimize tail spend
management.
• Develop and implement risk management & controls
2. Process Optimization & Automation
• Stimulate the improvements and standardization of processes to increase efficiency and
quality of the operations.
• Support automation initiatives to enhance efficiency and scalability within GES-PSC.
• Support the development and deployment of automated solutions to improve transactional
accuracy and workflow effectiveness.
4/4
Classified Personnel Information
• Evaluate and improve procurement processes continuously, implementing best practices
and innovative solutions to enhance effectiveness.
4. Stakeholder & Vendor Management
• Build and maintain strong relationships with the vendor to ensure high-quality service
delivery and compliance with contractual obligations.
• Manage escalations and Provide 2nd line support on Indirect procurement operations for
complex issues arise from key stakeholders or suppliers.
5. People Management & Leadership
• Provide strategic leadership and direction to teams, fostering a culture of high performance,
accountability, and collaboration.
• Drive team engagement, development, and succession planning, ensuring a motivated and
skilled workforce.
• Harness sense of partnership and One Team behaviours with outsourced service provider.
• Foster a culture of continuous improvement, encouraging innovation and best practices
across the team