sow operations - msp

Randstad Enterprise (RE) wishes to become the undisputed market leader in services procurement/SOW management. To support this ambition RE has invested in a Global Services Procurement Center of Excellence (COE) and created a new and innovative SOW Management Framework called Services Procurement 360 (SP360).

The purpose of the Services Procurement/Statement of Work (SOW) Coordinating Specialist is to provide operational customer service to client stakeholders, suppliers, and internal team members within a client specific Services Procurement management program. This is an important role as it directly impacts a client’s foundational perception of RE’s SOW capabilities.

Your primary focus will be to administer individual SOW’s once they have been sourced and contracted and support initial request management. You will assist the client’s SOW business owners, procurement professionals and suppliers with SOW record creation, personnel tracking, progress oversight, rate card compliance and invoice processing within the program Vendor Management System (VMS). You will be responsible for communicating client policies, monitoring VMS record status’, forwarding issues, and providing timely updates via the appropriate escalation process.

If and as required within the program, your secondary focus will be to assist RE’s procurement specialists with the workflow activities associated with sourcing and contracting SOW requirements on behalf of the client.

key performance indicators

• To be reviewed frequently with Operational Leadership

key stakeholders

• Client users
• Operational delivery leaders
• Suppliers

your responsibilities

As the Services Procurement (SOW Management) SOW Coordinating Specialist you will:

• Conduct SOW record creation with the VMS and accurately maintain records as instructed by RE program management.
• Understand SOW VMS functionality and dependencies, enabling navigational support for client users.
• Monitor SOW requisition activity, check accuracy, and provide updates to client users through use of VMS technology.
• Support client end users with SOW request entry, creating the request on behalf of the user, as necessary.
• View VMS pending workflow items, alert owners of needed actions, and provide system user navigation instructions, if required.
• Confirm suppliers successfully record their personnel on-boarding, engagement status, time entry, and off-boarding activities. You will guide the suppliers through the process, should training needs arise.

• Contact various internal and external department staff regarding inquiries on the following items: SOW requests, SOWs, purchase orders, cost centers, personnel badging systems, client credits, adherence to rate cards, billing and/or payment issues.
• Assist with system record and policy compliance audits; escalate in written and verbal form to managers and client stakeholders.
• Maintain and continuously increase knowledge of supported software solutions (internal and external)
• Respond to all program inquiries (calls, emails, VMS alerts) and provide timely and professional responses.
• Recognize and gather relevant information on customer issues / scenarios requiring corrective action and escalate such issues according to standard escalation process.
• Resolve customer issues using analysis and situational responses, adhering to program policies and procedures.
• Maintain thorough and accurate documentation on any end user interactions (to include entry within the program case ticketing system if applicable).
• Work to meet all program related SLA’s and team targets (internal standards and contractual) and suggest improvement ideas to program leadership and the Global Services Procurement Practice.
• Assist with peer training in the standards and practices of the assigned client program.
• Create and provide standard program and adhoc reporting requests, if and as needed.
• Participate in special projects and perform other duties as assigned.

job requirements :

• Bachelors degree or equivalent.
• Associates (2 year) degree or 2+ years equalivent experience in a Customer Service, Staffing or Manged Service Provider related industry

experience

• Prior work experience in a service level industry and/or a customer service environment.
• Previous purchase/accounts payable processing, and ERP / VMS system experience, is highly preferred but not required.
• A baseline knowledge of the difference between talent models: Permanent, Staff Augmentation, Statement of Work (SOW).
• Ability to think critically in identifying critical components within a written document (e.g. SOW Contract)
• Skilled in communicating effectively in writing and verbally, both in one-on-one and in group settings, with both internal and external audiences.
• Ability to establish and maintain effective working relationships.
• Ability to work in a fast-paced environment and perform multiple work assignments simultaneously.
• Possess data entry, analytical, and organizational skills with attention to detail.

knowledge

• Proficient with Google Suite and Microsoft Office products.
• VMS system proficiency preferred

additional requirements

• Travel (regional and global) is required at times and depends on group needs and events, we strive for virtual as much as possible.

...

Randstad Enterprise (RE) wishes to become the undisputed market leader in services procurement/SOW management. To support this ambition RE has invested in a Global Services Procurement Center of Excellence (COE) and created a new and innovative SOW Management Framework called Services Procurement 360 (SP360).

The purpose of the Services Procurement/Statement of Work (SOW) Coordinating Specialist is to provide operational customer service to client stakeholders, suppliers, and internal team members within a client specific Services Procurement management program. This is an important role as it directly impacts a client’s foundational perception of RE’s SOW capabilities.

Your primary focus will be to administer individual SOW’s once they have been sourced and contracted and support initial request management. You will assist the client’s SOW business owners, procurement professionals and suppliers with SOW record creation, personnel tracking, progress oversight, rate card compliance and invoice processing within the program Vendor Management System (VMS). You will be responsible for communicating client policies, monitoring VMS record status’, forwarding issues, and providing timely updates via the appropriate escalation process.

If and as required within the program, your secondary focus will be to assist RE’s procurement specialists with the workflow activities associated with sourcing and contracting SOW requirements on behalf of the client.

key performance indicators

• To be reviewed frequently with Operational Leadership

key stakeholders

• Client users
• Operational delivery leaders
• Suppliers

your responsibilities

As the Services Procurement (SOW Management) SOW Coordinating Specialist you will:

• Conduct SOW record creation with the VMS and accurately maintain records as instructed by RE program management.
• Understand SOW VMS functionality and dependencies, enabling navigational support for client users.
• Monitor SOW requisition activity, check accuracy, and provide updates to client users through use of VMS technology.
• Support client end users with SOW request entry, creating the request on behalf of the user, as necessary.
• View VMS pending workflow items, alert owners of needed actions, and provide system user navigation instructions, if required.
• Confirm suppliers successfully record their personnel on-boarding, engagement status, time entry, and off-boarding activities. You will guide the suppliers through the process, should training needs arise.

• Contact various internal and external department staff regarding inquiries on the following items: SOW requests, SOWs, purchase orders, cost centers, personnel badging systems, client credits, adherence to rate cards, billing and/or payment issues.
• Assist with system record and policy compliance audits; escalate in written and verbal form to managers and client stakeholders.
• Maintain and continuously increase knowledge of supported software solutions (internal and external)
• Respond to all program inquiries (calls, emails, VMS alerts) and provide timely and professional responses.
• Recognize and gather relevant information on customer issues / scenarios requiring corrective action and escalate such issues according to standard escalation process.
• Resolve customer issues using analysis and situational responses, adhering to program policies and procedures.
• Maintain thorough and accurate documentation on any end user interactions (to include entry within the program case ticketing system if applicable).
• Work to meet all program related SLA’s and team targets (internal standards and contractual) and suggest improvement ideas to program leadership and the Global Services Procurement Practice.
• Assist with peer training in the standards and practices of the assigned client program.
• Create and provide standard program and adhoc reporting requests, if and as needed.
• Participate in special projects and perform other duties as assigned.

job requirements :

• Bachelors degree or equivalent.
• Associates (2 year) degree or 2+ years equalivent experience in a Customer Service, Staffing or Manged Service Provider related industry

experience

• Prior work experience in a service level industry and/or a customer service environment.
• Previous purchase/accounts payable processing, and ERP / VMS system experience, is highly preferred but not required.
• A baseline knowledge of the difference between talent models: Permanent, Staff Augmentation, Statement of Work (SOW).
• Ability to think critically in identifying critical components within a written document (e.g. SOW Contract)
• Skilled in communicating effectively in writing and verbally, both in one-on-one and in group settings, with both internal and external audiences.
• Ability to establish and maintain effective working relationships.
• Ability to work in a fast-paced environment and perform multiple work assignments simultaneously.
• Possess data entry, analytical, and organizational skills with attention to detail.

knowledge

• Proficient with Google Suite and Microsoft Office products.
• VMS system proficiency preferred

additional requirements

• Travel (regional and global) is required at times and depends on group needs and events, we strive for virtual as much as possible.