Service Delivery Manager (m/f/d) Accounts Receivable

Overview

This role leads Accounts Receivable (AR) service delivery across the organization’s shared services and finance functions. You will manage an international team and drive AR standardization, automation, end-to-end Order-to-Cash (O2C) stakeholder alignment, and sustainable cash and working-capital performance.

The position can be filled from any relevant location. Specific arrangements and details will be discussed during the interview process.

Responsibilities

Service Delivery Leadership

• Lead the Accounts Receivable service delivery organization, taking ownership for reliable, compliant, and customer-oriented AR operations across countries and entities.
• Manage a team of approximately 20 employees, ensuring clear governance, consistent service standards, and strong operational performance.

Process Standardization & Automation

• Partner with Process Owners, Finance Shared Services, and IT to professionalize, standardize, and harmonize AR and O2C processes globally.
• Cover areas including:
  • Customer account management
  • Cash application and incoming payment allocation
  • Dunning and collections
  • Dispute management
  • Credit-management interfaces
  • Billing and project-triggered AR interfaces
  • Write-offs and bad-debt related processes
  • Open-item management
  • Month-end close support
• Drive global harmonization of AR automation, including:
  • SAP S/4 requirements
  • Workflow standards
  • Reporting and controls

Stakeholder Management & O2C Collaboration

• Serve as a senior AR contact for Sales, Key Account Management, Order Management, project teams, service organizations, local Finance, Treasury, Tax, Legal, Process Owners, and IT.
• Build professional relationships and improve end-to-end O2C collaboration.
• Lead root-cause resolution for overdue receivables, payment allocation issues, customer disputes, billing interface problems, and unclear account balances to improve:
  • Cash collection
  • First-time-right quality
  • Customer experience

Performance, Controls & Continuous Improvement

• Monitor AR KPIs and operational performance, including:
  • Service levels
  • Automation rates
  • Cash-in performance
  • Overdue receivables and aging
  • Unapplied cash
  • Dispute resolution
  • Collection effectiveness
  • Escalation volumes
• Use insights to implement sustainable remediation of control gaps and inefficiencies rather than short-term fixes.

International Team Leadership & Change

• Lead an international team in a matrix organization, balancing global standards with regional business requirements.
• Support experienced experts through operating-model and automation change.
• Foster a culture of ownership, continuous improvement, and cross-functional collaboration.

Requirements

• Completed degree in business administration, finance, accounting, controlling, or comparable field of study.
• Several years of leadership experience in Accounts Receivable, Order-to-Cash, finance operations, shared services, or GBS—ideally in an international or matrix organization.
• Strong AR and O2C process expertise, including experience with:
  • Cash application and incoming payment allocation
  • Dunning and collections
  • Dispute management
  • Customer account management
  • Credit-management interfaces
  • Billing interfaces
  • Project-related receivables
  • Open-item management
  • Month-end close support
  • Internal controls and reporting
• Practical experience in AR automation solutions and SAP, ideally including SAP S/4 process design or transformation exposure.
• Proven experience leading international teams—setting consistent standards while respecting regional stakeholder needs, local regulations, and differing process maturity.
• Confident and empathic people management skills to develop experts, build trust across functions, and lead teams through standardization, automation, and change.
• Fluent in English; German or other additional languages are an advantage.
• Experience shaping future-oriented AR or collections operating models, including automation roadmaps, governance, and change management.

Preferred Qualifications

• None specified.

Compensation & Benefits

• Benefits vary depending on the country of employment.
• Country-specific benefits will be discussed individually during the interview process.

Location

• The position can be filled from any relevant location.
• Specific arrangements and details will be discussed during the interview process.