Job Description

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.

Role Purpose

The main purpose of the role is to lead, manage, and be accountable for the Service Delivery Support team’s performance, ensuring high‑quality, compliant, and value‑adding sourcing and contract review services. The role is responsible for people leadership, service excellence, stakeholder alignment, and continuous improvement, enabling the team to consistently meet client expectations, operational targets, and strategic objectives.

Responsibilities
We are seeking a Service Delivery Support Manager to lead and develop a team delivering contract review and sourcing support services. The Manager is accountable for end to end service delivery, people leadership, and stakeholder alignment.

Service Delivery & Quality
• Own and oversee the end to end delivery of contract review and sourcing support services, ensuring quality, accuracy, and compliance with defined processes and procedures.
• Ensure consistent and high quality review of contracts, including risks, mandatory clauses, annexes, and alignment between signed contracts and data entered in internal and external systems.
• Drive continuous improvement of processes, controls, and quality standards across contract review and data validation activities.
• Ensure functional KPIs, SLAs, OLAs, and performance targets are defined, monitored, met, and transparently reported.

People Leadership & Capability Building
• Lead, coach, and develop a team of consultants, ensuring strong onboarding, skills development, performance management, and engagement.
• Set clear objectives, priorities, and expectations for team members, providing regular feedback and addressing performance risks proactively.
• Act as a role model for quality, accountability, client focus, and adaptability to change.

Stakeholder & Client Management
• Act as the primary escalation and coordination point for onshore/offshore functions, procurement, sourcing, and category management teams.
• Build and maintain credibility with internal stakeholders, challenging onshore/offshore teams where needed to ensure optimal use of India based Service Delivery Support processes, systems, and capabilities.
• Support ad hoc, on demand, and project based activities by prioritizing resources and ensuring timely, value adding outputs for clients and internal stakeholders.

Operational & Strategic Contribution
• Support management in shaping service strategy, capacity planning, and operational priorities for the Service Delivery Support function.
• Ensure effective use systems, driving standardization and data integrity.
• Contribute to documentation, process manuals, and continuous improvement initiatives aligned with business development and performance objectives.
• Perform any other tasks assigned by management or head of department in support of business needs.
• Act as a proactive partner bringing forward insights, lessons learned, and recommendations to improve collaboration, process and service outcomes.
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Requirements
• 5+ years’ experience in procurement, sourcing, banking, or contract management/review within a corporate environment, including proven people management experience.
• Strong understanding of contract governance, risk management, and service delivery models.
• Very good fluency in English (written and verbal).
• Solid experience working with contract management systems and performance reporting.
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Key Skills
• Strong people leadership with the ability to motivate, develop, and manage performance.
• Client centric mindset with excellent stakeholder management and influencing skills.
• Highly proactive and ownership‑driven mindset, with the ability to anticipate issues and act ahead of impact.
• Ability to prioritize and manage complex workloads in a fast paced environment.
• High attention to detail combined with a strategic, improvement oriented mindset.
• Confident decision making and ability to act quickly and pragmatically.
• Comfortable driving change, challenging the status quo, and embracing continuous improvement.
• Professional, resilient, and solution oriented attitude.

Join a truly global team.

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.

Chain IQ – Create. Lead. Make an impact.

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