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Procurement Operations Service Delivery Manager

Date: Aug 14, 2019

Location: Watford, United Kingdom

Company: KPMG UK

Department Information

In the course of managing its business, KPMG in the UK spends in excess of £400m pa with third-party suppliers and contractors on a variety of goods and services. This represents both a significant opportunity for, and a significant risk to the firm.

Procurement can assist in selecting suppliers of goods and services for KPMG's internal use and help to develop robust contracts with suppliers which minimise these risks. The Strategic Sourcing Team within Procurement must be engaged where expected spend is in excess of £100k per annum, where delegated authorities apply. Please contact the relevant Category team or UK-FM Procurement to discuss your requirements.

The newly created Procurement Operations team will also provide support for requisitions raised through the Coupa tool when implemented in August 2019.

Context of role

To support the Head of Procurement Systems and Operations and the BPO Supplier Relationship Manager providing governance and control across the outsourced Procurement function which is comprised of a combination of onshore, and offshore resources. This role covers areas such as day to day management and problem resolution, budget management, invoicing, query / complaint management, headcount management, business continuity planning, performance management and management reporting.

You will work closely with the Supplier Relationship Manager and the Head of Procurement Systems and Operations. As a member of KPMG, you are expected to demonstrate the Firm’s values at all times.

Role and Responsibilities

The role has the following key responsibilities:

Supporting the head of Procurement Systems and Operations and the Supplier Relationship manager across both Strategic Sourcing and Procurement Operations in the areas of:

Operational Supplier Management

• Managing day to day relationships with the outsourced services supplier ensuring optimum Service provided
• Act as the hand off with the BPO supplier to receive the product/service that they have been engaged to deliver
• Engages with the supplier for any day to day issue resolution relating to the service/product being delivered
• Understands and monitors the critical operational issues
• Contact point for all escalated operational issues and ensures their resolution
• Ensures operational control of contractual agreements

Performance Management / Continuous Improvement

• Works with the Supplier Relationship Manager to monitor supplier performance against service levels
• Monitors the BPO supplier to ensure continuous improvement initiatives are implemented in accordance with agreed SOW
• Manages the execution of any process changes/transformation activities in conjunction with the strategic BPO supplier manager and Head of PS & O
• Communicates with the BPO Supplier Manager to articulate feedback on the products/services received from the vendor
• Ensures quality of service delivery against service levels through effective reporting and monitoring

Budgeting and Governance

• Establish and maintain resourcing and budgeting governance and controls for the outsourced service (Circa X staff)
• Maintain and track the outsource service providers yearly budget including; monthly cost controls verses budget, forecasting, identify errors and provide the finance lead with explanations for any variance from budget.
• Managing the invoicing process for the BPO supplier ensuring that invoices are accurate, effectively processed and queries, amendments, credits etc… are managed effectively
• Produce and analyse management information to compare actual monthly headcount/costs against budget and report any discrepancies.

Governance and Reporting

• Organising, attending and the weekly and Monthly Service Delivery reviews with the outsourced supplier
• Managing the reporting suite from the Supplier ensuring accuracy and timeliness of delivery and working with the supplier to update and improve reporting

Skills and Experience

The successful candidate is likely to have/be able to demonstrate:

• Experience managing third party supplier relationships
• Understanding of Procurement operations and services
• Excellent relationship Building skills with both our internal & external customers
• Experience in report building and interpretation
• Knowledge and experience of internal accounting and finance policies and processes
• Knowledge and experience in creating and improving controls
• Ability to manage own workload, planning and prioritising as needed
• Able to take a logical and systematic approach to resolving issues, thinking outside the box and weighing up all options available to make an informed decision where a precedent may not already exist
• Understand the KPMG Business Services operational structure and actively build internal networks
• Able to consistently produce work to a high standard
• Adaptable to change and able to/willing to learn new skills and develop expertise
• High level of numeracy and analytical ability, to be able to understand and interpret data and good attention to detail
• A proactive approach and self-motivation. Good working knowledge of; Microsoft Office
• Able to adapt to new systems and utilise other reporting and analytics tools


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