IT Order Management Leader

Lead daily operations: allocate work, plan capacity, monitor queues and coach the team. Establish clear ownership, backup coverage and escalation paths for each process stage. Manage expense requests: validate business justification, supporting documents, budget codes and required approvals before progressing requests. Resolve missing information with requestors and approvers. Oversee SAP shopping carts: ensure accurate item or service descriptions, quantities, pricing, account assignments, delivery details and supporting references. Track approval status and correct rejected or incomplete submissions. Manage purchase orders: ensure timely PO creation and authorized release against approved requirements. Validate supplier details, commercial terms and order references; coordinate amendments and cancellations with procurement. Drive fulfillment: track supplier acknowledgment, committed delivery dates and outstanding items. Resolve delivery delays, partial fulfillment and discrepancies with suppliers, IT teams and business requestors. Confirm receipt: ensure goods receipts or service entry confirmations are recorded by authorized owners after delivery or service acceptance. Maintain evidence of fulfillment and reconcile open quantities. Track invoices: follow invoices from receipt through processing and payment status with accounts payable. Coordinate resolution of PO, receipt, price or quantity mismatches, blocked invoices and missing documentation. Automation and process leadership Own closure discipline: review aging requests, open POs and outstanding invoices. Close completed orders only after required fulfillment and financial checks; resolve residual balances and cancellations under client policy. Lead client governance: run operational reviews, publish performance dashboards and communicate risks with named owners and recovery dates. Escalate dependencies before they cause missed commitments. Maintain process controls: enforce approval limits, segregation of duties and complete transaction records. Keep SOPs current, conduct quality reviews and support audits with traceable evidence. Own the automation roadmap: identify repetitive activities such as request validation, status tracking, reminders, reconciliation and reporting. Prioritize opportunities by effort saved, cycle time impact and implementation feasibility; partner with technology teams to deliver and sustain automation. Remove lifecycle blockers: map handoffs and approval dependencies, identify bottlenecks and use root cause analysis to prevent recurrence. Agree resolution owners and deadlines across requestors, procurement, suppliers and finance; simplify unnecessary steps with client approval. Deliver measurable improvements: baseline manual effort and cycle time, set improvement targets with the client and track realized benefits. Lead testing, team adoption and SOP updates; ensure automated workflows retain approval controls and exception handling. Success measures Performance targets will be agreed with the client and measured across the full order lifecycle, with approval or supplier dependencies visible in reporting. Cycle time: reduce request-to-closure time and processing time at each stage against agreed baselines; track SLA attainment and on-time closure. Blockers and backlog: reduce approval waiting time, blocked-order aging and recurring exceptions; track overdue requests, POs and invoices with recovery owners. Automation and quality: increase automation coverage and reduce manual touches, effort per order and rework; validate realized benefits while monitoring transaction accuracy and control exceptions. Fulfillment and client service: on-time fulfillment, escalation resolution time, team productivity and client satisfaction. Required Skillsets Demonstrated experience leading IT order management, procurement operations or procure-to-pay delivery for an enterprise client, including direct responsibility for team performance and service levels. Practical experience with SAP purchasing workflows covering shopping carts or requisitions, purchase orders, goods receipts or service entries, and invoice status tracking in the client’s SAP environment. Strong understanding of expense approvals, account assignments, PO and invoice reconciliation, and the controls governing order closure. Ability to manage high transaction volumes, prioritize aging or business-critical orders and resolve dependencies across procurement, finance, suppliers and IT stakeholders. Demonstrated ability to lead process improvement and automation delivery, including process mapping, root cause analysis, requirements definition, user acceptance testing and benefits measurement. Strong client communication and operational reporting skills. Bachelor’s degree in business, supply chain, information technology or a related discipline, or equivalent relevant professional experience. Experience in managed services, shared services or a GCC; familiarity with IT purchasing; and practical exposure to SAP workflows, automation, RPA or low-code tools and SAP integration. Education Bachelor of Arts or Science degree in a technical or scientific field