Senior Manager, Procurement Operations - Service Desk (R1559979-en-us)
At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.
This position is within the Global Procurement operations and oversees the Service Desk operations and ensuring operational adherence to SLAs & KPIs and managing the user escalation process. This role will have direct responsibility for the managing external services provider (ESP) relations and delivery of operations related to Service Desk Operations and Global Service Delivery activities in accordance with global process and procedures set by Global Process Owner (GPO) team.
Major Responsibilities and Accountabilities:
Monitor Service Desk activities across various delivery centers to ensure best in class service provided to users
Escalation point for day to day operational issue resolution on Service Desk tasks performed by External Service Provider (ESP)
Drive analytical projects and reporting activity across the various procurement projects
Identify and drive implementation of continuous improvement opportunities including Hypercare support activities
Oversight of performance of outsourced provider and ensure compliance to process and KPI’s
Managing issue resolution through a good working knowledge of company systems, procedures, and policies, and information sources.
Reviewing and resolving (or escalating appropriately) helpdesk tickets assigned to the Tier II Indirect Order Operations group
Managing compliance to Standard Operating Procedures, Instruction Manual, and global processing Playbook
Working closely with the ESP analytical team in developing KPI metrics and dashboard reporting
Providing data analytics support for continuous improvement activities
Monitoring SLA’s and KPI’s related to BMS Procurement operations to identify areas of gap and target areas for process improvement
Assisting manager, as requested, with indirect procurement operations and vendor maintenance projects
Acting as Subject Matter Experts to other functional representatives in the Procure-to-Payment channel
Assist GPO with implementation of enhancements and new processes.
Relationship Management with ESP Leadership and delivery center leads
Participate in User Acceptance Testing for application upgrades, modifications, and implementations
Assist in all aspects of Change Management as it relates to new initiatives/projects relating to impact to process and user experience
Bachelors degree is required
At least 6-8 years of broad experience in business/operational management, with preference for Procurement operations (Procurement Requisition to Purchase Order operations, R2PO, Vendor Maintenance)
Good understanding of sourcing methodology and transactional procurement
Experience driving analytics projects to identify continuous improvement opportunities
Excellent computer skills with competencies in Excel, PowerPoint and analytical tools (Tableau, PowerBI etc)
Experience with large ERP system (SAP strongly preferred) and other requisition systems (Ariba preferred)
Working understanding of sourcing methodology and transactional procurement
Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.
Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.
To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.
Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to email@example.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.
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