Manager, Optimize Helpdesk

You are someone who thrives in a high-performance environment, bringing a growth mindset and entrepreneurial spirit to tackle meaningful challenges that have a real impact.

In return for your drive, determination, and curiosity, well provide the resources, mentorship, and opportunities to help you quickly broaden your expertise, grow into a well-rounded professional, and contribute to work that truly makes a difference.

When you join us, you will have:

• Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey.
• A voice that matters: From day one, we value your ideas and contributions. Youll make a tangible impact by offering innovative ideas and practical solutions. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes.
• Global community: With colleagues across 65+ countries and over 100 different nationalities, our firms diversity fuels creativity and helps us come up with the best solutions. Plus, youll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences.
• Exceptional benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.

As the Manager, Optimize Helpdesk you will lead the global Optimize Helpdesk, covering all operational processes, strategic planning, resource management, performance metrics, compliance and quality control, risk management, budget oversight, outsourcing partner relationships, and stakeholder engagement.  

You will centralize intake for all Optimize related support needs to Optimize Helpdesk to ensure alignment with the vision of becoming the Global Capability Center. Additionally, this role will oversee the Contract Operations team ensuring all contracts are properly stored, including verifying proper documentation of business rationale, market pricing, anti-bribery and corruption clauses, purchase-to-pay clause and business award recommendation to standard policy. You will oversee and finalize the transformation from OSM to ServiceNow, enable its execution, and ensure long-term strategy, oversight, and performance management. In this role, you will increase operational scalability for the entire department: Strengthen tracking, efficiency and reporting by centralizing operations requests, while utilizing technology to reduce existing ticket volume and increasing internal capacity through AI, automation & increased partnership with our outsourced partners.

By designing, developing, and enforcing comprehensive support streams, communicating effectively, monitoring process, and leading teams, youll contribute to the firms overall operational effectiveness, risk management, and financial integrity.

• Advanced degree preferred
• 10+ years of operations management and contracts management/system experience
• Deep understanding of procure-to-pay processes
• Experience partnering with business stakeholders on strategic initiatives, operations and issue resolutions
• Experience managing Outsourced Service Providers
• Ability to offer new ideas, constructively challenge conventional wisdom, and work collaboratively
• Proven ability to analyze problems, make wise recommendations, and lead analysis and reporting of key metrics
• Passion for taking on new challenges, with a commitment to the firms mission and values
• Ability to manage multiple tasks, prioritize effectively, and drive projects to high-quality results
• Establish trust with colleagues across geographies, roles, and levels, and maintain a non-hierarchical approach with strong influencing capabilities
• Demonstrated credible leadership, analytics, problem-solving, project management, and communication skills
• Strong written and verbal communication skills, with the ability to convey information effectively to senior leaders and stakeholders

Information :

• Company : McKinsey & Company
• Position : Manager, Optimize Helpdesk
• Location : London, Greater London
• Country : US