S4/Hana (iShift) Business Enablement - Customer Invoicing to Cash lead

This position is part of the Business System Owner team (or Business Enablement) within the Order to Cash (O2C) Global Process Owner organization. The O2C organization consists of three complementary teams: Global Process Leads defining processes and solutions, Business System Owner implementing global solutions, and Transformation & Operations coordinating specific Order to Cash initiatives and capabilities development.

The role is responsible for leading the implementation of customer invoicing to cash processes within the iShift program, ensuring successful deployment of standardized E2E processes across all regions. As a team lead, this position combines strategic leadership with hands-on expertise to drive process excellence and team development.

Key focus areas include:

• Leading and developing a team of Customer Invoicing to Cash experts and analysts
• Driving the implementation of core model processes for customer invoicing to cash
• Ensuring system design and configuration meet business requirements
• Leading change management and stakeholder engagement initiatives
• Overseeing process and system testing with K-users
• Coordinating with Global Process Leads for process design and improvements
• Coordinating with Global Process Leads for process design and improvements

Main responsibilities

Preparation Phase

• Lead comprehensive data gathering activities across assigned business units or geographies
• Conduct thorough data validation and identify complex inconsistencies or gaps
• Develop and document comprehensive business scenarios and routes for customer invoicing to cash
• Analyze and document as-is information, including process flows and system landscapes
• Manage and prioritize ongoing projects impacting the Order to Cash operating model
• Lead analysis of current practices alignment with planned S/4HANA design
• Develop and analyze performance metrics and KPIs
• Create and maintain stakeholder mapping and profiling
• Develop implementation roadmaps for closing gaps prior to go-live, liaising with the Global Process Leads team
• Conduct in-depth gap analysis between current and target operating model
• Translate gaps into detailed business requirements aligned with S/4HANA capabilities

Scoping and Design Phase

• Lead detailed gap analysis between current processes and core model
• Present core model to stakeholders and manage feedback
• Lead core model defense process and evaluate potential deviations
• Prepare and present documentation for Design Authority escalations to the Global Process Leads
• Collaborate with iShift Solution Delivery team and integrator on design specifications
• Translate complex business requirements into functional specifications
• Lead design review sessions and synthesize outcomes
• Oversee and maintain design documentation in Signavio to ensure up-to-date and process flow completeness
• Manage approval processes and escalate issues as needed
• Identify and share process improvement opportunities with Global Process Leads
• Lead coordination between business stakeholders and technical teams

Build & Test Phase

• Develop and implement K-user identification, engagement, and Core model understanding strategies
• Create and manage testing schedules and resource plans
• Guide K-users through test script development and execution, providing advanced support
• Analyze and prioritize defects, developing resolution requirements
• Lead the development of process documentation and training materials
• Design and deliver K-user training and certification activities
• Manage testing progress and report on key metrics
• Develop comprehensive test completion reports

Deploy & Hypercare Phase

• Prepare and empower K-users for end-user training
• Provide advanced hypercare support and troubleshoot complex issues
• Analyze process performance metrics and recommend improvements
• Investigate and resolve critical business issues during hypercare
• Lead coordination efforts between business and technical teams
• Oversee solution validation against requirements and sign-off processes
• Manage hypercare completion activities and transition to BAU

Continuous Improvement

• Analyze feedback on implemented processes and systems
• Synthesize lessons learned and develop action plans
• Lead process enhancement implementation
• Design and implement knowledge transfer strategies to operations teams
• Monitor and report on system core model adherence
• Lead continuous improvement initiatives
• Identify and evaluate automation opportunities
• Create business cases for future enhancement projects
• Lead Business Value projects, Change Requests, and incidents where Business Enablement is needed

Change Management

• Analyze and document complex process changes between Finance, Trade, or any impacted partner functions and Business Operations Order to Cash hub
• Lead the mapping of system changes and their operational impact
• Conduct comprehensive organizational impact analysis across regions
• Analyze role and responsibility changes and recommend optimizations
• Evaluate and prioritize local requirements and concerns
• Develop training needs analysis and learning strategies
• Manage change-related issues and develop mitigation strategies
• Lead stakeholder engagement activities to ensure buy-in for new customer invoicing to cash processes and systems

Project Management and Governance

• Identify, assess, and manage risks and issues specific to customer invoicing to cash implementation, escalating when necessary
• Ensure alignment between customer invoicing to cash processes and overall Order to Cash strategy
• Facilitate decision-making processes through comprehensive analysis and recommendations
• Manage team capacity planning and resource allocation across projects
• Ensure team alignment with project objectives and timelines

Requirements

Educational Background

• Bachelor's degree in business-related fields; Master's degree preferred

Professional Experience

• 7-10 years' experience in Customer Invoicing to Cash processes
• Proven experience in leading transformation programs
• Extensive experience in SAP implementation projects
• In-depth understanding of E2E Supply Chain and Order-to-Cash processes
• Minimum 3 years of people management experience
• Experience in leading and developing Customer Invoicing to Cash or Finance Operations teams
• Track record of successful team performance improvement

Key Competencies

• Advanced project management and implementation skills
• Strong change management capabilities
• Ability to lead and influence cross-functional teams
• Excellent analytical and problem-solving skills
• Strong communication and presentation skills
• Fluent in English; French/Spanish is a plus
• Strategic thinking and ability to drive innovation
• Proven people management and leadership skills
• Ability to build and develop high-performing teams
• Experience in performance management and talent development
• Strong delegation and prioritization skills
• Coaching and mentoring capabilities

Main interactions

Internal

• Business Operations Order to Cash team
• iShift Program team and leadership
• Regional implementation teams
• Business Process Owners, Transition management, Automation COE within Business Operations
• Finance, Trade, Accounts Receivable, Credit teams
• IT and technical teams (ishift solution delivery, salesforce, esker…)
• Change Management team
• In country and hubs business users
• K-users and super users

External

• Implementation partners
• System integrators
• External consultants
• Technology vendors

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