P2P Service Desk, Lead

Company:

Job Area:

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:

• Bachelor's degree.
• 5+ years of Finance, Accounting, or related work experience.

• Completed advanced degrees in a relevant field may be substituted for up to two years (Master’s = one year, Doctorate = two years) of work experience.

Night Shift (9 PM to 6AM)

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