SDI International Corp
Website:
sdintl.com
Job details:
SDI International is a global Procurement and Extended Workforce Solutions partner helping organizations optimize, tail, spend, strengthen strategic sourcing and manage extended workforce programs.
Founded in 1992, SDI is a woman-owned, woman-managed organization grounded in strong principles and long-standing relationships. We turn fragmented processes into high-performing operating models that deliver measurable, sustained value.
Currently, we are looking for a Senior Manager, Procurement & Workforce Solutions based in Bangalore, India, who will be serving as the operational and client-facing lead for the BPO & Workforce Program, accountable for end-to-end operational execution, governance, and performance tracking across sourcing, contracting, and BPO delivery workstreams, with Extended Workforce as a secondary but connected workstream.
This role acts as the primary point of contact for client relationship management and operations strategy, ensuring intake, prioritization, and coordination of all BPO and Extended Workforce needs are managed effectively. The role carries a strong client relationship and business-development orientation. The Senior Manager works closely with Executive leadership to ensure consistent delivery quality, SLA adherence, and continuous improvement.
Major Responsibilities and Accountabilities:
Client Relationship & Business Development
- Act as the primary client relationship owner, building trusted, long-term partnerships.
- Identify and pursue opportunities to grow and expand existing BPO accounts, partnering with sales/commercial teams where relevant in potential clients’ discussions.
- Represent the program in client-facing discussions, ensuring client needs, expectations, and satisfaction are consistently met.
- Bring strong BPO & Extended Workforce Solutions industry experience to advise clients on best practices, delivery models, and solutioning.
Operational Leadership & Execution
- Own end-to-end operational execution across the BPO & Extended Workforce Program, ensuring consistent delivery quality and SLA adherence.
- Own intake, prioritization, and coordination of all BPO and Extended Workforce needs across teams and functions.
- Partner with Managers and Team Leads to align execution with program priorities and standards.
Contract & Vendor Management
- Coordinate with legal, procurement, and vendor partners to resolve contract issues and reduce cycle times.
Performance Monitoring & Governance
- Monitor KPIs, SLAs, and operational performance across teams and programs.
- Ensure governance is applied consistently across sourcing, contracting, and additional workflows.
- Lead preparation of weekly and monthly governance materials for stakeholder reviews.
- Lead the Monthly Performance & Delivery Review, covering delivery metrics, volume trends, continuous improvement initiatives, and key risks and action plans.
Escalation & Issue Resolution
- Manage operational escalations and ensure timely resolution.
- Act as the escalation point for operational updates, request follow-ups, and day-to-day issues, supported by Managers.
- Identify risks and bottlenecks early and drive mitigation actions in coordination with Managers and Team Leads.
Program Support & Strategic Alignment
- Support the VP, Procurement Solutions in financial governance, forecasting, and commercial alignment activities.
- Contribute operational insights and reporting to support Executive Business Reviews (EBRs).
- Help ensure ongoing strategic alignment between day-to-day operations and overall program objectives.
Team & Stakeholder Collaboration
- Support Managers in KPI tracking and performance management within their respective benches (e.g., BPO Delivery, Extended Workforce, Consulting).
- Foster a collaborative, high-performance culture focused on client and stakeholder satisfaction.
- Collaborate with peers and client procurement leadership to support effective resourcing and program governance.
Experience & Skills
- Master's degree in Business or related field
- 10+ years of experience in BPO operations/program management is required; Workforce industry experience is an advantage
- Proven track record managing high volumes of contracts in a fast-paced, deadline-driven environment
- Strong client relationship management skills, with comfort operating in client-facing and business-development-adjacent capacities
- Excellent verbal and written communication skills, with the ability to engage confidently with senior stakeholders
- Strong governance, reporting, and stakeholder management capabilities
- Excellent English language skills, both written and verbal
- Solid technical proficiency (e.g., advanced MS Excel/Office skills; familiarity with reporting or governance systems is a plus)
Why Join SDI International:
- SDI International is built on people. We create an inclusive and collaborative environment where every voice matters, every idea counts, and your work makes a real impact.
- Our hybrid work model is designed to support both high performance and personal well-being, giving you the balance you need to thrive in a fast-paced, global environment.
- We offer a compensation package that reflects your skills, experience, and the value you bring to our global team.
- Be part of a global community that gives back. From charity initiatives and sustainability efforts to team events and company celebrations, at SDI International we build connections that go beyond the office.
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