Support Service Program Lead

Iron Systems, Inc; Sahibzada Ajit Singh Nagar; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Iron Systems, Inc is seeking a Lead for a Support Service Program to oversee end-to-end vendor governance and resource procurement operations. The role requires coordinating with stakeholders, managing vendors, and leading a small team to ensure timely delivery within defined SLAs.

The candidate will drive RFQ/RFP/RFI processes, negotiate rates, manage contracts and documentation, and optimize resource planning across regions. Strong negotiation, Excel, and vendor-management skills are essential.

Qualifications

• Experience in vendor governance and procurement.
• Hands-on knowledge of RFQ/RFP/RFI processes.
• Excellent negotiation and commercial acumen.
• Strong Excel skills for data analysis and reporting.

Responsibilities

• 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.
• Lead RFQ, RFQ, and RFI processes for vendors; negotiate rates and closures.
• Manage contracts, SLAs, SOWs, and SOPs; ensure vendor compliance.
• Own end-to-end resource planning and allocation; ensure timely delivery within SLAs.
• Coordinate with internal stakeholders to understand demand and risks.
• Mentor a small team (2–3 members) and act as single point of contact for vendor matters.

Skills

Vendor governance

RFQ/RFP/RFI

Negotiation

Excel data analysis

Multi-vendor management

Stakeholder management

SLA delivery

Education

Bachelor's degree in a relevant field

Tools

MS Excel

Job description

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