Delivery Manager

As the Delivery Manager for Procurement Outsourcing Services at EmpoweringCPO, you will take ownership of the operational phase of a transitioned procurement support process. Your primary responsibility will be to ensure smooth and efficient service delivery, manage the teams performance, maintain strong client relationships, and uphold SLA commitments.

This is a hands-on, process-focused role where you will be required to understand the client's procurement workflow thoroughly, conduct operational calls, and provide day-to-day leadership to your team. Your role is critical in ensuring quality execution, process adherence, and client satisfaction.

Key Responsibilities:

Process Understanding & Oversight

• Study and thoroughly understand the end-to-end procurement process transitioned from the client.
• Become the go-to person for operational clarity, exceptions, and process escalations.

Client Communication & Coordination

• Handle daily/weekly operational calls with client stakeholders to provide updates and resolve issues.
• Act as the single point of contact for client-side coordination and support.
• Clarify queries, manage escalations, and ensure alignment on expectations and deliverables.

Team Leadership & Performance Monitoring

• Supervise the procurement operations team ensuring tasks are being completed efficiently and sincerely.
• Conduct regular team check-ins and guide team members in resolving day-to-day issues.
• Motivate and mentor the team to maintain morale and drive high performance.
• Address performance concerns constructively and take corrective actions if needed.

Quality Control & SLA Adherence

• Perform random quality checks on output to ensure accuracy and compliance with client expectations.
• Track team activities and task ownership to ensure all SLAs and deliverables are met on time.
• Implement action plans to address gaps or delays.

Reporting & Excel Proficiency

• Prepare and share basic reports using Excel, covering key metrics, SLA tracking, and work allocation.
• Maintain trackers for deliverables, escalations, and quality checks.
• Ability to use Excel functions such as VLOOKUP, PivotTables, Filters, Conditional Formatting, etc.

Issue Resolution & Internal Coordination

• Proactively identify and resolve team issues, including coordination gaps, technical delays, or training needs.
• Liaise with internal departments (HR, IT, Admin) for team support where needed.

Qualifications:

• Proven experience in managing delivery or operations in a procurement or BPO/KPO environment.
• Strong knowledge of procurement workflows and support activities.
• Ability to manage and lead a team in a fast-paced environment.
• Proficient in Microsoft Excel (reporting, analysis, data validation).
• Excellent verbal and written communication skills for client interaction.

Preferred Experience & Skills:

• Working knowledge of e-procurement tools (SAP Hana, Jaggaer, or similar platforms).
• Experience in SLA tracking and operational reporting.
• People management and conflict resolution experience.

Educational Qualification:

• Graduate in any discipline (Commerce/Science/Engineering); MBA (Operations/Supply Chain) preferred.

Working Schedule Flexibility:

• Willingness to align with client's work calendar — working days may be Sunday to Thursday.
• Public holidays may differ from Indian calendar.
• Tentative working hours: 11:00 AM to 8:00 PM IST.

This is a pivotal operational role that calls for a detail-oriented leader, a proactive communicator, and a team motivator who can deliver measurable results in line with SLAs and client expectations.