P2P Service Desk, Lead

General Summary:

Work Experience

Total Experience of 8+ years in Procurement with some experience of managing a Procurement Service Desk

Essential Skills Competencies

• Advanced communication customer service skills
• Advanced Processes knowledge PR to PO, Supplier Onboarding, Sourcing Management, Contract Management, Invoice/payment query handling etc.
• Advanced Stakeholder Management skills, Sense of criticality and Decision-Making
• Proficient with MS Tools with good presentation skills
• Experience with ServiceNow, Live chat Support, Case Management
• Expertise in Root cause analysis
• Reporting Analysis Competency
• Experience operating in a high traffic, fast paced environment
• Customer-focused approach, able to deliver high service levels internally and externally
• Team Management - Should have led a team in the procurement domain

Desirable Skills Competencies

• Knowledge of Six Sigma / Lean Concepts
• Identification of opportunities for continuous improvements
• Knowledge of leading procurement platforms and reporting tools
• Strong organizational and project management capabilities; ability to manage multiple projects concurrently
• Effective leadership, with the ability to motivate and develop high-performing teams
• Experience in supporting global procurement operations and managing diverse teams

Position Summary

The Procurement Service Desk Lead will oversee the day-to-day operations of the Procurement Service Desk, ensuring timely and effective resolution of procurement-related queries and tickets. This role serves as the primary point of contact for stakeholders, drives continuous improvement, and supports automation initiatives to enhance service delivery, operational efficiency and customer satisfaction.

Key Responsibilities

• Triage and assign tickets to appropriate support queues (L2)
• Serve as the focal point for internal customers regarding operational issues and urgent requests
• Communicate independently with business users
• Monitor and review daily ticket queues to minimize backlog and meet SLA targets
• Prepare Present Weekly/Monthly performance dashboard to stakeholders and leadership
• Collaborate with cross-functional teams for rapid issue resolution
• Identify and participate in process improvement projects (short-term and long-term)
• Conduct trend analysis on query reports and share actionable insights
• Increase first-contact resolution rates (L0 and L1)
• Support automation initiatives to improve efficiency and reduce manual interventions
• Work closely with procurement teams and subject matter experts to resolve queries
• Perform root cause analysis on issues and escalations
• Conduct regular one-on-one meetings with direct reports
• Design career development paths for team members based on strengths and interests
• Provide constructive feedback to employees for continuous improvement

Minimum Qualifications:

Night Shift (9 PM to 6AM)