Supplier Helpdesk Project Manager SAP Ariba📣 Job Ad

Position Overview

RiDiK, a subsidiary of CLPS (Nasdaq: CLPS), is seeking an experienced Supplier Helpdesk Project Manager SAP Ariba to join their team in Riyadh, Saudi Arabia. This full-time role involves leading and managing supplier support operations across various stages of the supplier lifecycle, including onboarding, registration, qualification, and enablement. The successful candidate will be responsible for end-to-end service delivery, project mobilization, operational governance, and continuous improvement within SAP Ariba and related procurement platforms.

Key Responsibilities

• Lead end-to-end supplier helpdesk operations via phone, email, portal, and ticketing channels.
• Manage supplier onboarding, registration, qualification, enablement, and profile maintenance.
• Ensure timely and accurate resolution of supplier queries related to SAP Ariba and procurement processes.
• Define and monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
• Act as the escalation point for critical supplier and business issues.
• Oversee supplier support processes for SAP Ariba modules including SLP, Ariba Network, and Catalog Management.
• Coordinate with Procurement, Sourcing, IT, and SAP Ariba teams to resolve operational and technical issues.
• Lead project mobilization, knowledge transition, service transition, and go-live activities.
• Develop and maintain project plans, RAID logs, risk registers, and governance frameworks.
• Act as the primary interface between the service provider, client stakeholders, procurement teams, and suppliers.
• Conduct regular service reviews and manage supplier escalations.
• Lead Team Leads, SAP Ariba SMEs, Helpdesk Associates, and support teams, defining objectives and managing performance.
• Establish and manage operational governance frameworks, preparing and presenting various performance reports.
• Identify and implement opportunities for process optimization, automation, and continuous improvement in supplier support.

Required Skills and Experience

• 10+ years of overall experience in IT service delivery, project management, procurement operations, or supplier management.
• Strong experience managing SAP Ariba supplier enablement/support operations.
• Hands-on understanding of SAP Ariba Supplier Lifecycle and Performance (SLP), Supplier Registration, Supplier Qualification, and Ariba Network.
• Proven experience managing supplier helpdesk/service desk operations.
• Strong understanding of Procure-to-Pay (P2P), Source-to-Contract (S2C), and supplier management processes.
• Experience in SLA, KPI, CSAT, FCR, ticket management, and service governance.
• Experience in project mobilization, transition, knowledge transfer, and go-live management.
• Strong stakeholder and supplier management skills.
• Experience managing large, multi-functional teams.
• Strong analytical, problem-solving, and escalation-management capabilities.
• Experience with service improvement, process optimization, and automation initiatives.
• Strong communication, presentation, and executive stakeholder management skills.
• Experience working with global or enterprise-scale procurement environments is preferred.

Key Performance Indicators

• Supplier Satisfaction (CSAT)
• First Contact Resolution (FCR)
• SLA Compliance
• Average Ticket Resolution Time
• Query Resolution Accuracy
• Supplier Onboarding Cycle Time
• Escalation Rate
• Ticket Backlog Reduction
• Knowledge Base / Self-Service Utilization
• Team Productivity
• Automation & Cost Efficiency
• Supplier Experience Improvement