Service Delivery Manager - FAO 1

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Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and meet customer expectations.

The Buyer Manager - Indirect Procurement is responsible for leading a team supporting end-to-end Purchase Requisition (PR) to Purchase Order (PO) processing across indirect spending categories. This role ensures procurement transactions are completed accurately, efficiently, and in compliance with organizational policies while driving quality improvements, process innovation, automation initiatives, and fostering a high-performance, collaborative team environment.

Procurement Operations

· Manage end-to-end PR-to-PO activities for indirect procurement categories.

· Ensure timely creation, validation, and release of purchase orders in line with SLAs.

· Monitor procurement queues, workload distribution, and transaction volumes.

· Resolve escalations related to requisitions, approvals, suppliers, and PO creation.

Quality Control & Compliance

· Establish and govern quality review mechanisms for procurement transactions.

· Perform regular audits to ensure compliance with procurement policies and controls.

· Drive First Time-Right (FTR) improvements and reduce rework/errors.

· Track and analyze quality metrics, identifying corrective actions where needed.

Team Leadership & People Management

· Lead, mentor, and develop a team of Buyers and Procurement Analysts.

· Set performance goals, productivity targets, and development plans.

· Foster a positive, collaborative, and conflict-free work culture.

· Conduct regular coaching, performance reviews, and team engagement activities.

· Ensure effective resource planning and workload management.

Process Improvement & Innovation

· Identify opportunities for automation, digitization, and process optimization.

· Drive continuous improvement initiatives to improve cycle times and user experience.

· Leverage analytics and operational insights to enhance procurement efficiency.

· Partner with sourcing, finance, and business stakeholders to implement innovative solutions.

Stakeholder Management

· Act as the primary escalation point for procurement operational issues.

· Collaborate with requestors, approvers, suppliers, sourcing teams, and finance teams.

· Maintain strong stakeholder relationships and ensure high customer satisfaction.

· Strong expertise in Procure-to-Pay (P2P) and PR-to-PO processes.

· Experience managing indirect procurement operations.

· Knowledge of ERP platforms such as SAP MM, Ariba, Coupa, Oracle, or similar systems.

· Strong people management and conflict resolution skills.

· Experience in quality management, process governance, and compliance.

· Analytical mindset with strong reporting and problem-solving capabilities.

· Excellent communication and stakeholder management skills.

· Bachelor’s degree in supply chain, Procurement, Business Administration, or related field.

· 8-12 years of procurement experience with 3+ years in a leadership role.

· Preferred Shared Services/BPO procurement operations experience.

· Lean Six Sigma, CIPS, CPSM, or equivalent certification is an advantage.

Graduate

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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