Supplier Helpdesk Project Manager📣 Job Ad

About the Role

RiDiK, a subsidiary of CLPS (Nasdaq: CLPS), is seeking a Supplier Helpdesk Project Manager to join their team in Riyadh, Saudi Arabia. This full-time role involves establishing, managing, and continuously improving supplier support operations across various procurement processes, including onboarding, registration, qualification, and supplier relationship management. The Project Manager will lead a multi-channel supplier helpdesk that supports SAP Ariba and related procurement platforms, ensuring high levels of supplier satisfaction, SLA compliance, and operational excellence.

Key Responsibilities

• Lead end-to-end supplier helpdesk operations, supporting suppliers via phone, email, portal, and ticketing channels.
• Manage supplier onboarding, registration, pre-qualification, profile maintenance, and enablement activities.
• Ensure timely resolution of supplier inquiries related to SAP Ariba processes and procurement workflows.
• Drive adherence to agreed SLAs, KPIs, quality standards, and contractual commitments.
• Act as the escalation point for critical supplier and business issues.
• Oversee supplier support processes for registration, enablement, qualification, lifecycle management, profile updates, Ariba Network, and catalog/master data queries.
• Coordinate with procurement, sourcing, category management, and IT teams to resolve SAP Ariba-related issues.
• Lead project mobilization, knowledge acquisition, transition, and go-live activities, including developing project plans and managing stakeholder communications.
• Build strong relationships with client stakeholders, procurement teams, suppliers, and technology partners.
• Lead Team Leads, SMEs, and Helpdesk Associates, establishing performance management frameworks and coaching plans.
• Prepare and present SLA/KPI dashboards, governance reports, operational reviews, and supplier satisfaction reports.
• Identify opportunities for process optimization and automation, implementing self-service capabilities and AI-enabled support solutions.

Required Qualifications and Experience

• Minimum of 3-5 years of experience managing supplier helpdesk or supplier support functions.
• Strong experience with SAP Ariba platforms.
• Experience managing large-scale supplier enablement and onboarding programs.
• Experience in SLA-driven support environments.
• Experience working with global suppliers and cross-functional stakeholders.

Key Performance Indicators

Performance in this role will be measured against key indicators including Supplier Satisfaction (CSAT), First Contact Resolution (FCR), SLA Compliance, Ticket Resolution Time, Query Accuracy, Supplier Onboarding Cycle Time, Escalation Reduction, Knowledge Base Utilization, Productivity Improvement, and Operational Cost Efficiency.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring active engagement with client stakeholders and supplier communities to ensure operational excellence and continuous improvement in supplier support services.