Job Description

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