Delivery Manager - Procurement Outsourcing

Job Description

As the Delivery Manager for Procurement Outsourcing Services at EmpoweringCPO, you will take ownership of the operational phase of a transitioned procurement support process. Your primary responsibility will be to ensure smooth and efficient service delivery, manage the teams performance, maintain strong client relationships, and uphold SLA commitments. This is a hands-on, process-focused role where you will be required to understand the client's procurement workflow thoroughly, conduct operational calls, and provide day-to-day leadership to your team. Your role is critical in ensuring quality execution, process adherence, and client satisfaction. Key Responsibilities: Process Understanding & Oversight Study and thoroughly understand the end-to-end procurement process transitioned from the client. Become the go-to person for operational clarity, exceptions, and process escalations. Client Communication & Coordination Handle daily/weekly operational calls with client stakeholders to provide updates and resolve issues. Act as the single point of contact for client-side coordination and support. Clarify queries, manage escalations, and ensure alignment on expectations and deliverables. Team Leadership & Performance Monitoring Supervise the procurement operations team ensuring tasks are being completed efficiently and sincerely. Conduct regular team check-ins and guide team members in resolving day-to-day issues. Motivate and mentor the team to maintain morale and drive high performance. Address performance concerns constructively and take corrective actions if needed. Quality Control & SLA Adherence Perform random quality checks on output to ensure accuracy and compliance with client expectations. Track team activities and task ownership to ensure all SLAs and deliverables are met on time. Implement action plans to address gaps or delays. Reporting & Excel Proficiency Prepare and share basic reports using Excel , covering key metrics, SLA tracking, and work allocation. Maintain trackers for deliverables, escalations, and quality checks. Ability to use Excel functions such as VLOOKUP, PivotTables, Filters, Conditional Formatting, etc. Issue Resolution & Internal Coordination Proactively identify and resolve team issues, including coordination gaps, technical delays, or training needs. Liaise with internal departments (HR, IT, Admin) for team support where needed. Qualifications: Proven experience in managing delivery or operations in a procurement or BPO/KPO environment. Strong knowledge of procurement workflows and support activities. Ability to manage and lead a team in a fast-paced environment. Proficient in Microsoft Excel (reporting, analysis, data validation). Excellent verbal and written communication skills for client interaction. Preferred Experience & Skills: Working knowledge of e-procurement tools (SAP Hana, Jaggaer, or similar platforms). Experience in SLA tracking and operational reporting. People management and conflict resolution experience. Educational Qualification: Graduate in any discipline (Commerce/Science/Engineering); MBA (Operations/Supply Chain) preferred. Working Schedule Flexibility: Willingness to align with client’s work calendar — working days may be Sunday to Thursday. Public holidays may differ from Indian calendar. Tentative working hours: 11:00 AM to 8:00 PM IST . This is a pivotal operational role that calls for a detail-oriented leader, a proactive communicator, and a team motivator who can deliver measurable results in line with SLAs and client expectations.