PURPOSE AND SCOPE:

Responsible to establish and execute, the service delivery strategies and execute Service Delivery strategies, and manage the operations governance and related performance for S2P services provided by GBS STR, Competence center and any 3rd party. In line with our One Procurement strategies and visions, he/she leads the processes and policies implementation across Business units and acts as primary contact for Business and key users representing Procurement for process deviation and owns issue resolution, as well as for continuous improvement initiatives, ensuring compliance. He/She leads change management ensuring smooth transition and addresses feedback to improve ways of working, supports additional requirement and is pivotal in raising the users’ experience throughout their buying process. He/She acts as the SPOC and facilitates communication and collaboration between Cat Team, Regional Procurement, P&P and GBS STR, provides the necessary document to inform business stakeholders.

PRINCIPAL DUTIES AND RESPONSIBILITIES:  

Operations Governance & Management

• Lead the Regional / Tier / Country Operational Governance board with GBS & internal function required ensuring qualitative services delivery as per SLAs & KPIs.

• Leads efforts to establish, and drive KPIs and performance metrics within procurement processes.

• Represent Procurement being the frontline with Business for process related topics, change management, issue resolution and escalation.

• Supports P&P GPOs with rolling out New/Improvements of procurement processes or features as part of continues improvement.

• Facilitates collaboration between GBS and Procurement ensuring seamless integration.

• Define and monitor Customer experience and satisfaction for overall service delivery. new

Systems & Processes – implementation and management

• Serves as the primary and key user and representative for procurement systems, acting as an extended arm for the P&P organization.

• Acts as the initial point of contact for requisitioners, offering timely support and resolution for procurement-related inquiries and issues.

• Supports the GPO lead new rollout of standardized requisition to Pay (R2P) and Source to Contract (S2C) processes.

• Oversees and facilitates usage of procurement catalogs, ensuring accuracy and relevance. new

• Works with P&P GPOs to define the training requirements and needs for users, align with GBS and coordinate delivery by required resources.

Compliance and best practices

• Represents country in audit coordinating the required preparation and engagement of the local teams.

• Oversees the triage of supplier onboarding and ensures alignment and consistency against SAP.

• Takes ownership of managing and resolving process deviations, ensuring compliance with procurement standards, and collaborates with P&P GPOs for any process updates.

• Ensures adherence to procurement policies, facilitating updates and implementations as needed to maintain operational integrity.5

• Enforce / upholds the guidelines outlined in the procurement handbook, ensuring all procurement activities align with established protocols.

Change management and Improvement  

• Continuously assess and review the overall operating model, develop improvement plan and align with GPOs.

• Leads Service Delivery change management initiatives to ensure smooth transition and adoption of new S2C and R2P processes established by P&P.

• Addresses and incorporates feedback from Category team, Regional Procurement and GBS STR to refine processes continuously.

• Anticipates and manages resistance to change by explaining benefits and providing support.

• Creates a plan to address misalignments, which may involve adjustments to the processes or additional training for the local teams.

SPOC & Communication

• Supports to enquiry how to resolve or where to address any issue related to the ordering process, tool landscape, tool interfaces, transition from one tool to another.

• Communicates regularly with Regional Procurement team about process changes, improvements, and impacts and provides documentation to inform business stakeholders and support communication with them.

• Acts as a representative for Regional Procurement requests to the P&P and CoE.

• Serves as a liaison between the procurement team and competency centers ensuring knowledge transfer and skill development across the organization.

• Facilitates communication between local and global teams to resolve any issues or discrepancies in process execution.

Additional responsibilities may include focus on one or more departments or locations. 

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 5-10% travel is required

EDUCATION:

• Bachelor’s Degree in either Technical or Business field.

• Strong results driven, innovative & creative. Aligns and energizes behind common objectives, action-oriented & willing to face challenging situations.

• Strong and recent experience building relationship and influencing internal and external stakeholders, including executives.

• Strong analytical thinking skills, complemented by solid knowledge of data analysis, reporting and interpretation.

• Critical ability to solve complex problems and think through both tangible and intangible factors in making decision.

• Strong interpersonal, verbal and written communication skills.

PROFESSIONAL EXPERIENCE:  

• 15+ years' related experience; or a Master's degree with 6 years' experience; or a PhD with 3 years' experience; or equivalent directly related work experience

• 5+ years' supervisory or project/program management experience preferred.

• 5+ years of extensive experience managing business services operations and programs from start to finish.

• 3-5 years of experience in working with global and regional service centers and managing / handling service delivery.

• Previous experience with ARIBA platform preferred.

• Shared Service experience desirable

TECHNICAL KNOWLEDGE

• Source To Pay Purchasing Processes

• Project Management

• Excellent knowledge of Procurement policies and procedures

• Understanding of Commodity Taxonomies / classifications is preferred

• Expert in tools such as Ariba, Coupa, Ivalua, SAP etc…

• Moderate to complex level of financial analysis knowledge including business modeling and problem-solving skills

• Proficient with PCs and advanced knowledge of Microsoft Office applications

• Results driven, innovative & creative. Aligns and energizes behind common objectives, action-oriented & willing to face challenging situations.

COMPETENCES:

• Project/program management expertise.

• Category Management

• Analytical thinking skills and data analysis

• Digital & Tech Savvy

• Strategic Thinking

• Innovative Mindset

• Building relationships and influence internal and external stakeholders, including

• Solve complex problems and decision making.

• Prioritize multiple initiatives/projects in a fast-paced environment

• Financial & Business acumen

• Strategic Sourcing

• Procurement process E2E

• Sustainability and Risk Management

• Negotiating & Contracting

• Communication and presentation skills

• Collaborate and communicate with leaders and stakeholders both internally and externally