EP&P Senior 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 Senior 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.

YOU ARE RESPONSIBLE FOR

Leadership and Team Development

• Lead, mentor, and empower the Service Desk team to deliver exceptional support and operational excellence across global BCG hubs.
• Foster a culture of collaboration, ownership, and continuous learning, aligning team goals with BCG's service and transformation objectives.
• Manage staffing, succession planning, performance evaluation, and capability development to build a high-performing, future-ready team.

Operational Excellence and Service Delivery

• Oversee day-to-day Service Desk operations to ensure timely resolution of incidents and requests, maintaining adherence to SLAs and quality standards.
• Strengthening alignment between L1, L2, and L3 teams to improve workflow efficiency, reduce ticket ageing, and enhance handoffs across regions.
• Implement ITIL-aligned best practices and ensure consistent delivery across time zones and service channels.

Process Optimization and Continuous Improvement

• Drive ongoing evaluation and enhancement of service desk processes for greater efficiency, accuracy, and user satisfaction.
• Lead automation, self-service, and knowledge management initiatives to reduce manual effort and improve service consistency.
• Collaborating with EP&P process owners and functionality leads to identify pain points and implement solutions that drive measurable impact.

Technology Enablement and Innovation

• Partner with IT and Digital teams to leverage ServiceNow (SNOW) and related platforms to optimize workflow and transparency.
• Assess and implement emerging technologies, including AI and Agentic AI solutions, to enhance service management and user experience within EP&P.
• Support the digital transformation roadmap by identifying opportunities for intelligent automation and analytics-led decision-making.

Stakeholder and Relationship Management

• Build strong relationships with internal stakeholders across BCG functions and geographies, understanding their needs and ensuring alignment of priorities.
• Serve as a key liaison between the Service Desk and business teams, ensuring proactive communication and expectation management.
• Represent the Service Desk in leadership discussions, presenting updates on performance, key initiatives, and strategic improvements.

Performance Analytics and Reporting

• Develop and track key performance indicators (KPIs) and service metrics such as ticket volume, resolution time, SLA compliance, and customer satisfaction.
• Use data analytics and trend insights to identify root causes, forecast demand, and inform process and staffing decisions.
• Provide actionable performance reports and dashboards to leadership, driving transparency and informed decision-making.

Risk, Compliance, and Governance

• Ensure compliance with BCG's policies, data privacy, and information security standards.
• Identify operational risks and develop mitigation plans to minimize impact on service continuity.
• Maintain strong governance practices, ensuring audit readiness and policy adherence across all service operations.

Strategic and Transformation Alignment

• Contribute to the Service Desk's strategic roadmap within the broader EP&P transformation framework.
• Collaborate with cross-functional teams on global initiatives to enhance service delivery, digital maturity, and operational resilience.
• Drive a culture of innovation and continuous improvement that aligns with BCG's commitment to operational excellence and intelligent service management.

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

• Bringing a proactive, solution-oriented, and customer-centric mindset to ensure an exceptional Service Desk and Source-to-Pay experience for all business users.
• Fostering a positive, inclusive, and collaborative team culture that values open communication, creativity, and continuous improvement.
• Communicating effectively and building trusted relationships with stakeholders across functions, regions, and levels of the organization.
• Applying strong analytical and problem-solving skills to interpret data, identify trends, and generate actionable insights for process and performance improvement.
• Demonstrating critical thinking to identify root causes and drive sustainable corrective actions.
• Managing time, priorities, and multiple workstreams effectively in a fast-paced and dynamic environment.
• Thriving in situations of ambiguity, adapting quickly to change, and leading through iterative and evolving processes.
• Showing initiative, ownership, and accountability in driving outcomes that align with BCG's operational excellence and transformation goals.
• Motivating teams and driving change with minimal supervision while maintaining high professional standards and integrity.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

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