PROCESS LEAD - PROCUREMENT HELPDESK

As a Process Lead - Procurement Helpdesk at Fidelity, you will play a crucial role in supporting our global procurement team and contributing to the overall success of the organization. You will be responsible for managing end user queries, resolving tickets, and collaborating between the operations team and end users/suppliers. Your daily operations will focus on transaction ageing and escalation management, with a key emphasis on leading Service Now adoption, trainings, and enhancements. Additionally, you will define and develop process standards, workflows, and operating procedures, while managing issues with a view on the overall P2P process as one team. Your qualifications for this role include: - 6+ years of work experience in sourcing and procurement services with a background in running back-office operations - 5+ years dedicated to PR to PO and Procurement Helpdesk tasks - Experience in service delivery, including structured governance for continuous review of key relationships and measurement/reporting of supplier performance metrics and SLAs - Experience working with UK and Continental Europe regions - Strong analytical skills, attention to detail, and ability to dive deep into issues as needed - Excellent interpersonal and communication skills, with the ability to establish successful rapport, communicate, and influence at all levels - Experience with change management and risk management roles - Ability to challenge conventional ideas and track Helpdesk performance via reporting and Power BI dashboards - Audit compliance and maintaining quality score on a continuous basis - Efficient use of tools such as ServiceNow and Microsoft shared mailboxes for query management and processing Joining Fidelity means you will be part of a team that values your well-being, supports your development, and offers a comprehensive benefits package. You will have the flexibility to work in a way that suits you, ensuring a balance that works for everyone. Your enthusiasm, self-drive, and high level of motivation will be key in overcoming obstacles and driving positive change within the organization. If you are ready to make a real impact and be rewarded for your contributions, consider joining our Global Procurement team at Fidelity.,