Sr. Manager, Order to Cash – Service Management & Leasing
Zoetis is a global animal health company dedicated to supporting customers and their businesses in ever better ways. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.Our name, Zoetis (z-EH-tis), has its root in zo, familiar in words such as zoo and zoology and derived from zoetic, meaning “pertaining to life.” It signals our company”s dedication to supporting the veterinarians and livestock producers everywhere who raise and care for the farm and companion animals on which we all depend on.Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact.Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.The Zoetis Global Solution Center (GSC) organization is a part of Information Technology Services (ITS). It has the charge to design, build, implement and sustain enterprise ERP and related application solutions based primarily based on the SAP technology platform The Sr. Manager of Service Management and Leasing is responsible for Service Management within Order to Cash solutions implemented at Zoetis and will report to the Director – Commercial ERP operations, in the ITS Global Solution Center. The Candidate will: * Lead the Service Management and Diagnostic business within Order to Cash tower. * Act as internal consultant and design architect for SAP global solution. Work with peers in the ITS organization and business representatives to determine business process and solution design leveraging the capabilities of the SAP modules. * Support the identification of opportunities to standardize processes and system configuration and ensure compliance across all implementation to these standards * Collaborate with representatives of other SAP functions to ensure end to end process integration and consistency * Develop, prototype, test and implement solution improvements to increase stability, usability and functionality to enable end users to meet business objectives * After the implementation, lead and support project initiatives to expand the usage of the SAP solution to improve processes at commercial operations and across Order to Cash.
Key Responsibilities: * Translate and influence business and functional solution requirements with Order to Cash stakeholders * Support the Diagnostic business, globally. * Develop, prototype, test and implement Service Management and Leasing functionality and integration with other SAP modules like Vistex for pricing and Hybris integration for Order to Cash * Review and analyze solution enhancement requests to determine complexity and provide resource/cost estimates * Develop and manage project plans. Lead projects as required, as well as contribute as a team member to project teams * Provide input to long-term IT strategy necessary to achieve organizational objectives * Perform thorough analysis to identify all potential impacts for change requests * Train and transfer knowledge to other team members, users and stakeholders as required * Knowledge transfer to Production Support at conclusion on enhancement delivery
Client Management: * Understand client”s business strategy, goals, operational processes and technology needs * Ensure customer expectations have been met through delivery and ongoing execution of services * Gather and analyze business requests to determine how best to create successful resolution for new requests and issues * Help consumers understand service offerings available from internal IT service providers and secure appropriate resources for projects, engaging with the business, and facilitating service delivery * Support client, prepare business case for ITS investment * Follow governance processes that facilitate business prioritization * Facilitate technology initiatives which directly impact client portfolio * Align ITS services with current and future needs of the business and its customers while improving quality of services delivered
Ongoing Systems & Service Delivery and Process Improvement: * Deploy global IT processes, develop and maintain organizational quality indicators, and monitor client satisfaction * Provide information to IT and Business leadership regarding best practices, industry trends and business opportunities, as well as, feedback on the overall performance of processes and tools * Understand key business controls and impacts of changes caused by functionality, technology changes and changing business needs
* Work with Business counterparts to ensure audit, SOX and other compliance requirements * Steward the development and implementation of process capabilities (process, tools and roles) & metrics * Identify and initiate process improvements (continuous improvement) * Monitor process compliance and performance metrics * Execute key operational process activities
Manage Resources: * Lead/Manage team of colleagues focus on the support of Order to Cash * Manage any offshore support resources focused on day to day incident resolution * Supervise any external consultants implementing system solutions in the Order to cash functions
QualificationsEducation: * Bachelor”s degree or equivalent in Technical, Order to Cash, or Business field is required * MS or MBA is preferred
Experience: * 8-10+ years of combined SAP Service Management module within O2C experience with multiple full life cycle implementations * Proven ability to quickly learn existing Business Processes and combine knowledge from multiple disciplines (e.g. SAP capability, Standard industry best practice) to produce an optimal business solution * Ability to work independently, effectively coordinating multiple priorities in a dynamic and changing environment and in a team-oriented, collaborative environment * Adept at understanding customer challenges, navigating from problem to resolution and communicating process and resolution effectively both verbally and in writing
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