Supplier Helpdesk Project Manger Experience- 4+ Years Location- Riyadh, Saudi
Job Role Position Summary The Supplier Helpdesk Project Manager is responsible for establishing, managing, and continuously improving supplier support operations across supplier onboarding, registration, qualification, and supplier relationship management processes. The role will lead a multi-channel supplier helpdesk supporting SAP Ariba and related procurement platforms while ensuring high levels of supplier satisfaction, SLA compliance, operational excellence, and stakeholder engagement. The successful candidate will manage end-to-end service delivery, governance, supplier issue resolution, transition activities, process improvements, reporting, and automation initiatives while serving as the primary point of contact for client stakeholders and supplier communities. [Saudi Ener... Kick-Off 1 | Power Point], [Saudi Aram...ernal Demo | Meeting]Key Responsibilities Service Delivery Management• Lead end-to-end supplier helpdesk operations supporting suppliers through phone, email, portal, and ticketing channels.• Manage supplier onboarding, registration, pre-qualification, profile maintenance, and supplier enablement activities.• Ensure timely resolution of supplier inquiries related to SAP Ariba processes and procurement workflows.• Drive adherence to agreed SLAs, KPIs, quality standards, and contractual commitments.• Act as the escalation point for critical supplier and business issues. SAP Ariba Operations• Manage supplier support processes across: o Supplier Registrationo Supplier Enablemento Supplier Qualificationo Supplier Lifecycle Managemento Supplier Profile Updateso Ariba Network Supporto Catalog and Supplier Master Data Queries• Coordinate with procurement, sourcing, category management, and IT teams to resolve SAP Ariba-related issues.• Support system enhancements, testing, upgrades, and process optimization initiatives. Project & Transition Management• Lead project mobilization, knowledge acquisition, transition, and go-live activities.• Develop project plans, risk registers, governance models, and status reporting.• Manage stakeholder communications and transition readiness reviews.• Ensure successful onboarding and training of helpdesk resources. Stakeholder & Supplier Management• Build strong relationships with client stakeholders, procurement teams, suppliers, and technology partners.• Conduct governance reviews, operational meetings, and performance discussions.• Drive supplier satisfaction initiatives and continuous improvement programs.• Facilitate resolution of supplier escalations and business-critical issues. Team Leadership• Lead Team Leads, SMEs, and Helpdesk Associates.• Establish performance management frameworks and coaching plans.• Drive employee engagement, productivity improvement, and capability development.• Ensure resource planning and workload balancing. Reporting & Governance• Prepare and present: o SLA/KPI Dashboardso Governance Reportso Operational Reviewso Executive Steering Committee Updateso Supplier Satisfaction Reports• Monitor trends in ticket volumes, resolution times, escalations, and supplier feedback.• Drive root cause analysis and corrective action plans. Continuous Improvement & Automation• Identify opportunities for process optimization and automation.• Implement self-service capabilities, knowledge bases, chatbot solutions, and AI-enabled supplier support.• Drive Lean Six Sigma and operational excellence initiatives.• Improve first-contact resolution, turnaround times, and supplier experience.
Key Performance Indicators (KPIs)• Supplier Satisfaction (CSAT)• First Contact Resolution (FCR)• SLA Compliance• Ticket Resolution Time• Query Accuracy• Supplier Onboarding Cycle Time• Escalation Reduction• Knowledge Base Utilization• Productivity Improvement• Operational Cost Efficiency
Required Qualifications Educationo Bachelor's Degree in: Supply Chain Management / Procurement / Business Administration Experience• Minimum 3-5 years managing supplier helpdesk or supplier support functions.• Strong experience with SAP Ariba platforms.• Experience managing large-scale supplier enablement and onboarding programs.• Experience in SLA-driven support environments.• Experience working with global suppliers and cross-functional stakeholders.