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Randstad US SOW Program Director in Cambridge, Massachusetts

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 Centre of Excellence (COE) and created a new and innovative SOW Management Solution called Services Procurement 360 (SP360). The Services Procurement (SOW Management) Program Director is responsible for developing and leading an SP360 program for a global MSP client. You will provide strategic direction and senior operational leadership to the client and drive SOW related revenue growth. You will also leverage/lead specialist services procurement delivery resources to ensure the client receives added value and strategic level expertise. Given the importance and specialist nature of your remit this role has a dual reporting line. Your primary reporting line will be into Client Leadership and your secondary reporting line will be into the Global Services Procurement Practice. This ensures that the program benefits from, and adheres to, the best practices and standards defined by RE’s services procurement center of excellence.

Your Responsibilities:

As the Services Procurement (SOW Management) Program Director you will:

Strategic Leadership

  • Develop strong relationships with client stakeholders, communicate client requirements within RE functions and the wider Randstad business (as appropriate), and provide innovative solutions to solve client needs.

  • Establish and maintain effective client relationships to assess, recommend and extend our services within the program (e.g., supporting additional spend categories or more complex, higher value engagements).

  • In collaboration with the Global Services Procurement Practice, develop and refine the operational SOW management strategy within the client, firstly by identifying how to improve the customer experience and secondly by delivering the associated action plan.

  • Gather market intelligence and develop thought leadership to inform the client’s strategic thinking and program outcomes; aligned to the client’s business objectives.

  • Serve as spokesperson to internal and external stakeholders globally for innovative services procurement strategies and program optimization.

Delivery Execution

  • Serve as the RE client Services Procurement (SOW management) program focal point for all executive client stakeholders across the account and develop partnering relationships with client program sponsor and project buyer communities.

  • Be accountable for delivering RE’s SOW Management Services as defined within the Program Playbook – a composite and jointly owned document which sets out the detailed scope of work within the program, encompassing client operations, service, quality, compliance, financial goals, and performance reporting.

  • Provide escalation management of global client issues, ensure timely resolution and direct corrective action as needed.

  • Liaise with contractual and legal issues where client involvement is required.

  • Confirm client’s needed procedural changes and develop / deploy communication plans to impacted suppliers and client users in a timely manner.

  • Proactively track global account performance expectations to ensure KPIs and SLAs are consistently achieved.

  • Use performance feedback and analysis to make recommendations on optimal supplier utilization and related rationalization actions.

  • Assess client’s service perception via surveys, site visits, and roundtable forums.

  • Develop deep knowledge of the historical and projected buying needs of the client and performance of their services supplier community.

  • Promote and ensure full use of program VMS systems (and other supporting technology) to ensure optimum, cost-effective, timely and quality services; escalate technical issues to client sponsors or VMS representatives as needed.

  • Ensure development and deployment of “Services Procurement 360” Standard Operating Procedures (SOP) as defined by the Global Services Procurement Practice.

Team Management

  • In partnership with the Global Services Procurement Practice, you will coach and develop the team to develop their potential, to support individuals and drive performance and behavior using competency frameworks and KPI’s to aid and drive performance and retention.

  • In partnership with the Global Services Procurement Practice, you will establish metrics and expected performance levels of all team members and provide feedback and coaching where appropriate - set goals to help prioritize resources.

  • Ensure all global people management processes are carried out in line with company policy.

  • Ensure team goals are aligned to meet all requirements of the Program Playbook and budget.

  • Enlist key subject matter experts to create and deliver training where necessary on the appropriate skills and techniques needed to achieve results.

  • Act as the day-to-day escalation contact for program resources within the account.

  • Demonstrate inspirational leadership and lead by example.

Financial Performance Accountability

  • Ensure the delivery of the overall solution meets budget and time goals globally.

  • Be responsible for managing the Services Procurement related element of the account P&L to include leadership in the forecasting and budgeting process.

  • Manage expenses responsibly within agreed parameters.

  • Direct audit of all invoices and billing accruals, as needed.

  • Maintain knowledge of contract schedules & contractual terms and with the ability to execute against them.

Job Requirements:


  • University/Postgraduate or equivalent professional & intellectual ability.


  • Demonstrable experience of overseeing/supervising functional procurement activity – preferably relating to significant processing volumes with several buyers or category specialists under supervision.

  • Demonstrable experience and track record in supporting indirect and people-based spend categories (preferably including IT and Professional Business Services).

  • Ability to lead others and provide overall instruction and direction to a subordinate team.

  • Skilled in communicating effectively verbally and in writing, both in one-on-one and in group presentation settings with various levels of professionals both internal and external.

  • Ability to establish and maintain effective working relationships.

  • Ability to represent the organization professionally and effectively as required.

  • Ability to perform accurately in a detailed environment while being able to effectively prioritize, organize and perform multiple work assignments simultaneously.

  • Ability to self-manage workload, set target dates, meet deadlines, follow processes, and develop and implement project road maps to achieve optimum results.

  • Ability to demonstrate high-level customer service to internal and external clients.

  • Ability to effectively influence others at various levels both internally and externally.

  • Knowledge of and the ability to utilize best practices in purchasing, procurement, and client negotiation.

  • Knowledge of and the ability to effectively utilize accounts payable, purchase order, and Vendor Management Systems and related technology tools.

  • Travel (regional and global) is likely to be required.