Service Delivery Lead - Supply Chain Management

Service Delivery Lead - Supply Chain Management

Date Posted:

2026-06-03

Country:

India

Location:

1st Floor, Embassy Vajram Onyx, Embassy Tech Village, Outer Ring Road, Devarabisanahalli, Bengaluru, Karnataka - 560103, India.

Job Title: Service Delivery Lead - Supply Chain Management

Years of Experience: 15 – 18 Years

Role Overview:

Drive the global supply chain / S2P strategy aligned with enterprise priorities and own the GBS operating model design and evolution (centralization, standardization, location strategy)

On a Typical Day You will:

Global Strategy & Operating Model

• Drive the global supply chain / S2P strategy aligned with enterprise priorities
• Own the GBS operating model design and evolution (centralisation, standardization, location strategy)
• Ensure alignment between global, regional, and local stakeholders
• Support transformation initiatives and long-term capability building

Service Delivery & Operational Excellence

• Accountable for end-to-end service delivery performance (E2E S2P / supply chain processes)
• Establish and govern operational cadence (reviews, governance forums, escalation mechanisms)
• Ensure delivery meets SLA/KPI targets (quality, timeliness, cost, productivity)
• Drive service stability, backlog management, and issue resolution

Performance Management & KPIs

• Own global KPI framework and service metrics definition
• Drive performance reviews across regions and delivery partners

Process Standardization

• Re-define and enforce global standard processes across Source-to-Pay / supply chain
• Eliminate regional or local variations unless business-justified
• Drive adoption of global templates, policies, and operating procedures
• Ensure alignment between global design and regional execution models
• Embed automation as a core principle in all standardized processes
• Drive touchless / low-touch transactions (e.g. purchasing, supplier onboarding, invoice processing)
• Ensure processes are designed for scalability, system integration, and digital execution
• Continuously increase automation rates
• Drive ongoing process simplification and waste elimination
• Build and prioritize a pipeline of improvement initiatives
• Leverage data, KPIs, and insights to identify optimization opportunities
• Lead global rollout of digital platforms (e.g. CLM, analytics, supplier portals etc.)
• Ensure consistent system adoption aligned with standard processes
• Partner with Digital/IT teams to drive product roadmap and process digitization
• Oversee change management and user adoption for new technologies

Customer Experience & Satisfaction Improvement

• Embed customer-centric design into standardized processes
• Track and improve CSAT and stakeholder satisfaction metrics
• Ensure clear communication channels and service transparency

What you will need to be successful:

• Any graduates or post graduates
• 15+ years of experience in supply chain management and delivery

• Experience in end-to-end service delivery performance (E2E S2P / supply chain processes)

• Experience in warehouse operations.
• Experience in managing supply chain operation across different geographies preferrable managing US supply chain operations.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. 

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.  

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.  

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.  

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.   

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do.  We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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Experience Level

Senior Level