Support Service Program - Manager

About the job

Experience: 10+ Years Role Overview We are looking for a Support Service Program - Manager who will manage end-to-end vendor governance and resource procurement operations. The role requires strong stakeholder coordination, vendor management expertise, commercial negotiation skills, and the ability to lead a small team while ensuring timely delivery within defined SLAs. Key Responsibilities Vendor Governance & Management • Manage end-to-end vendor governance strategies across regions/countries • Onboard, train, and engage vendors on an ongoing basis • Monitor vendor performance using defined KPIs and scorecards • Drive continuous improvement in vendor productivity and compliance RFx & Commercial Management • Lead and manage RFQ, RFP, and RFI processes for vendors • Handle country-wise rate negotiations and rate closures • Work on SLAs, SOWs, SOPs, and ensure adherence by vendors • Manage contract-related documentation and compliance Resource Planning & Delivery • Own end-to-end resource planning and allocation • Ensure timely delivery of resources within agreed SLAs • Coordinate closely with internal stakeholders to understand demand • Proactively manage risks, delays, and escalations Catalog & Process Management • Manage vendor and rate catalogues end-to-end • Ensure data accuracy and regular updates • Drive process standardization and documentation Team & Stakeholder Management • Manage and mentor a team of 4– 5 members • Handle internal and external stakeholder management effectively • Lead escalation management and resolution • Act as a single point of contact for vendor-related matters Required Skills & Competencies • Strong experience in vendor governance and procurement • Hands-on knowledge of RFQ/RFP/RFI processes • Excellent negotiation and commercial acumen • Strong Excel skills (data analysis, tracking, reporting) • Ability to manage multiple vendors and priorities simultaneously • Excellent communication and stakeholder management skills • Proven ability to deliver under tight timelines and SLAs Preferred Experience • Experience in resource/staffing procurement or vendor management roles • Exposure to multi-country or multi-vendor environments • Prior experience in managing teams

Requirements

• Vendor Management
• Stakeholder Coordination
• Commercial Negotiation
• Excel Skills

Qualifications

• 10+ Years Experience

Preferred Technologies

• Vendor Management
• Stakeholder Coordination
• Commercial Negotiation
• Excel Skills