Digital Order to Cash Service Lead

.Job title: Digital Order to Cash Service Lead

About the job

As the Digital Order to Cash Service Lead within our Digital Order to Cash team, you will be accountable for the end-to-end service quality and value at optimized costs as well as overseeing continuous improvement, ensuring  delivery per agreements, promoting stakeholder collaboration, and driving service automation while maintaining design simplicity to maximize customer satisfaction for all digital solutions supporting order to serve and account receivables management across Sanofi’s global operations.

Join the team transforming the end-to-end Order to Cash (O2C) processes, systems, and operating model and deliver standardized, scalable, and innovative digital solutions across the value chain, spanning upstream Order to Serve activities and downstream Corder to Cash (O2C) capabilities.

The O2C domain covers order management, customer contact management, cash applications, collections, and credit management, and is a critical contributor to working capital performance, financial accuracy, and customer satisfaction.

About Sanofi:

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main responsibilities:

• Drives the overall service and is accountable for the quality of the service at optimized costs.
• Works across all digital teams to ensure end to end services
• Supervise continuous improvements cycles to meet, maintain and excel in service operations
• Lead and influence in the set-up of the operational service model/framework and its delivery according to service level agreements.
• Lead, influence, monitor and measure the Service to meet Appropriate Service Level Agreements [SLA], with the Customer, and Operational Level Agreements [OLAs], with internal Service providers
• Provide consistent Service-related communication and marketing
• Ensures that service(s) are provided in compliance with applicable quality, regulatory (Data Privacy, GxP, SOX, etc.) and cybersecurity requirements
• Influence decision and manage risk in the service management scope supporting order to cash applications.

About you

• 10 + experience in Service Management roles within Digital or IT
• Preferable Experience in global or multi-country environments.

• Proven experience working in Agile delivery models with Product Owners, business stakeholders and Vendors.

Strong understanding of:

• Applications supporting the Order to Cash operations and process
• Enterprise integration patterns / solution (Tibco, Informatica)
• Experience with ERP, CRM, or collection platforms is beneficial.
• Service support is designed and operated based on ITBM [ITFM, ITPM and ITSM] process standards in alignment with ITBM Process Owners

• Preferable experience in EDI, E-commerce, ESKER OCR, HIGHRADIUS
• Experience with SAP S/4HANA or SAP R/3 in Order to Cash
• Familiarity with CRM platforms supporting disputes or customer interactions

• Exposure to global template or multi-country operations
• Comfortable working in complex, matrixed environments with global counterparts
• Self-starter with a passion for innovation and a strong sense of initiative
  

Why choose us?

• Help shape the future of care for chronic and complex conditions like diabetes and cardiovascular disease - and make a real impact at scale, with medicines that reach over 100 million people each year.
• Manager a high-impact portfolio with bold ambitions and significant upcoming launches.
• Drive meaningful change in a streamlined, AI-powered organization that values smart, modern ways of working.
• Expand your Managership impact through cross-functional collaboration and international career paths.
• Enjoy a well-rounded rewards package that supports your success - with top-tier healthcare, flexible working, and 14 weeks of gender-neutral parental leave.
• Join the Digital Order to Cash force and be the catalyst that transforms Order to Cash into a best-in-class organization by pioneering AI and innovative digital solutions, establishing foundational platforms that drives operational excellence through embedded data-driven insights while fostering an end-to-end process approach that breaks down silos and enables real-time, reliable financial performance management