Support Service Program Lead

Role Overview
We are looking for a Support Service Program - Lead 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 2–3 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

Work arrangement
No