Head of Procurement Platforms — Platform Owner (Technology)

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed. The Head of Procurement Platforms is the Technology Platform Owner for the Coupa Source-to-Pay (S2P) ecosystem, accountable end-to-end for the stability, evolution and transformation of the platform serving all in-scope markets across the region and the full employee base. The role owns three integrated mandates: Run the platform — guarantee BAU service levels for a high-volume incident and service-request workload across multiple Coupa instances. Improve the platform — own the continuous-improvement pipeline of enhancements, change requests and release cycles, with disciplined governance against the group's universal core model and master-data governance standards. Transform the platform — stand up and run a sustainable, project-driven delivery structure to industrialise the migration of in-scope markets onto the strategic Coupa configuration, sequenced with the broader Finance ERP transformation. The role sits firmly on the Technology side and partners as a true platform owner with Group Procurement, Group Finance, Risk, Audit and adjacent platform teams (ERP, Middleware, Identity & Access).

Platform Ownership & Technology Governance Act as the single accountable Technology owner for the Coupa S2P platform across all production instances and in-scope markets. Define and enforce platform standards (configuration, master data, integrations, approval matrices) in line with the group's universal core model and master-data governance framework. Operate within a unified ERP–Coupa change and incident framework, including a unified Change Control Board, a common P1–P5 SLA matrix and a shared incident dashboard. Own platform-level audit readiness across SOX/ITGC, privileged-access controls, backup and audit-trail compliance. Be the accountable Technology counterpart to the platform vendor, including incident escalation, premium support engagement and crisis management. BAU Technology Maintenance — Incident & Service Request Management Lead the L2 / L2.5 platform support layer for the Coupa ecosystem, accountable for resolving a high volume of incidents and service requests every year with measurable SLA performance. Drive systemic resolution of recurring SLA-breach themes — integration outbound, workflow and status defects, approval routing, due-diligence and risk-rating lifecycle, expense processing and reporting strain. Close transparency gaps by establishing a true triage and communication layer that owns user notifications, status updates and SLA cadence so requesters always know where they stand. Bring all platform tickets into a single, governed service-management tool with full SLA tracking and reporting. Co-own the rebalancing of Level 1 service requests with the Business Help Desk, including SOPs, role bundles, training and access design. Harden the integration layer with the ERP, the General Ledger, identity and HR systems, and the supplier portal — including proactive monitoring of supplier onboarding, invoice outbound, expense flows and master-data sync. Continuous Improvement — Change Requests, Enhancements & Releases Own the end-to-end Change & Release pipeline: from CR intake through impact assessment, design, build, key-user testing, UAT, hyper-care and post-implementation review. Manage a continuously evolving backlog of strategic and local change requests across all in-scope markets. Manage the platform's annual major releases, periodic maintenance windows and ad-hoc updates with disciplined Change Board scoping and