Procurement Operations and Client Service Desk Manager

At Chain IQ, your ideas move fast. Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.

Own and lead end-to-end Procure-to-Pay (P2P) operations and client service desk activities, ensuring stable day-to-day operations, compliance, service quality, and continuous improvement across systems, processes, people, and clients.

• Provide overall leadership and governance for P2P operational execution, covering:
  • Supplier onboarding and lifecycle management
  • Catalogue and content management
  • Purchase requisition (PR) to purchase order (PO) processing
  • Goods receipt
  • Invoice enablement and P2P issue resolution
  • Client service desk (mail, voice, web)
• Ensure optimal and compliant use of P2P platforms (ERP, SRM, eProcurement, ticketing tools) across all clients and regions
• Own service delivery performance, ensuring SLAs, OLAs, KPIs, response and resolution targets are consistently met
• Act as primary escalation point for critical P2P incidents, operational risks, or client service issues
• Drive client onboarding and transition to steady state, including:
  • P2P process design and documentation
  • Service catalogue definition
  • Integration of client-specific requirements into standard P2P frameworks
• Define, track, and continuously improve P2P operational KPIs (cycle times, first-time-right, backlog, automation rate, compliance)
• Lead continuous improvement initiatives across the P2P lifecycle (process standardization, simplification, automation, controls)
• Own people management responsibilities:
  • Workforce planning, task allocation, prioritization
  • Goal setting, coaching, feedback, performance management
  • Career pathing and personal development plans
• Ensure a robust internal control framework is embedded within all P2P activities
• Produce and present operational, productivity, and performance reporting to senior stakeholders
• Support the head of thje department with presentations, governance calls, audits, and strategic initiatives related to P2P operations

We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let's shape the future of procurement - together.

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