EP&P Manager, Service Desk

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures - and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

We are seeking a dynamic and experienced Service Desk Manager to lead a team of Procurement Operations Service Desk Specialists managing queries from stakeholders and suppliers on Source to Pay activities including supplier onboarding, contract management, buying, purchase requisitions and orders and invoicing. The ideal candidate will possess exceptional leadership skills, extensive experience in people and stakeholder management, and a deep understanding of procurement processes.

Leadership and Team Management

Overseeing Team Performance: Lead and manage a team of Service Desk Specialists, ensuring they meet or exceed performance expectations.

Training and Development: Identify training needs and provide or facilitate relevant training to enhance team skills and knowledge.

Staffing and Resource Allocation: Manage staffing levels, including hiring, promotions, and performance evaluations, to ensure the team is adequately resourced.

Conflict Resolution: Address any interpersonal or professional conflicts within the team promptly and effectively.

Mentoring and Coaching: Provide guidance and mentorship to team members, aiding in their professional growth and development.

Customer Service Excellence

Service Standards: Set and maintain high standards of customer service within the team.

User Experience Improvement: Continuously seek ways to enhance the user experience for internal stakeholders and suppliers.

Operational Excellence

Process Optimization: Continuously assess and improve service desk processes for efficiency and effectiveness.

Query Handling: Oversee the resolution of complex queries related to supplier onboarding, contract management, and procure-to-pay operations.

Quality Assurance: Implement quality control measures to ensure high standards in service delivery.

Policy Compliance: Ensure all procurement activities comply with organizational policies and legal requirements.

Technology Utilization: Leverage appropriate technology solutions to enhance service desk operations.

Strategic Planning

Strategic Initiatives: Contribute to the strategic planning of procurement operations, aligning service desk activities with broader organizational goals.

Innovation and Improvement: Identify and implement innovative solutions to improve service desk efficiency and effectiveness.

Budget Management: Oversee the budget for the service desk, ensuring optimal allocation and utilization of resources.

Stakeholder Management

Internal Collaboration: Cultivate strong relationships with internal stakeholders, understanding and addressing their procurement-related needs and concerns.

Supplier Relationships: Manage relationships with suppliers to ensure favorable terms and effective cooperation.

Stakeholder Communication: Maintain clear and consistent communication with all stakeholders regarding service desk processes and updates.

Feedback Management: Collect and address feedback from users and stakeholders to improve service delivery.

Data Analysis and Reporting

Performance Metrics: Develop, implement, and monitor key performance indicators (KPIs) to assess the effectiveness of the service desk.

Reporting: Provide regular reports to senior management on service desk performance, challenges, and achievements.

Data-Driven Decision Making: Utilize data analytics to inform strategies and improve operational and service efficiency.

Risk Management

Risk Assessment: Identify and mitigate risks associated with procurement processes and vendor management.

Continuous Monitoring: Regularly review service desk operations to identify potential issues or areas of vulnerability.

What You'll Bring

Bachelor's degree in Business Administration, Supply Chain Management, or a related field

Minimum of 10 years’ experience in procurement, with at least 3-4 years in a senior managerial role.

Proven expertise in people management, with a track record of developing high-performing teams.

Strong understanding of Source to Pay procurement processes and policies, compliance, and risk management.

Understanding of Purchase-to-pay tools (e.g., Coupa, Ariba, Oracle, etc.). Experience in Coupa will be a plus.

Experience of managing multi geographies across time-zones

Proficiency in Microsoft suite (Word, Excel, and PowerPoint)

Global Experience within the professional services industry in procurement or related function

Experience of managing SLA and performance for support

Ability to tailor presentations to address the specific concerns and interests of senior leadership.

Additional info

YOU’RE GOOD AT

A proactive and positive customer service mindset to ensure that business users receive a great Source to Pay experience

Fostering a positive and collaborative team culture that encourages open communication, creativity, and continuous improvement

Effective communication and the ability to build strong relationships at all levels

Analytical mindset with the ability to interpret data and generate meaningful insights

Critical thinking to identify the root cause and implement remedial action

Time management and organizational skills

Comfort with ambiguity and iterative process

Highly self-motivated with the ability to drive change in a global organization with minimum supervision

Demonstrates accountability and ownership