Support Service Program Manager/Sr. Manager

Iron Systems; Mohali; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Iron Systems is seeking a Support Service Program Manager to oversee vendor governance and procurement operations. The role requires strong stakeholder coordination, commercial negotiation, and leading a small team to ensure timely delivery within SLAs.

You will manage end-to-end vendor governance, RFQ/RFP/RFI processes, and resource planning across regions, ensuring data accuracy in catalogs and adherence to contracts.

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, tracking and reporting.
• Ability to manage multiple vendors and priorities with stakeholders.
• Proven ability to lead a small team and meet SLAs.

Responsibilities

• Manage end-to-end vendor governance strategies across regions.
• Onboard, train, and engage vendors; monitor performance via KPIs.
• Lead RFQ, RFP, and RFI processes and negotiate rates.
• Own resource planning and timely delivery within SLAs.
• Oversee vendor/catalog data accuracy and process standardization.
• Mentor a team of 4-5; handle escalation and stakeholder coordination.

Skills

Vendor governance

RFQ/RFP/RFI

Negotiation

Excel skills

Stakeholder management

Team leadership

Vendor management

Job description

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

Mandatory Skills

• Excellent understating of Recruitment of IT Skills and Technologies.