Service Delivery Lead(P2P/R2R/OTC)

Service Delivery Leader / Senior Manager - Finance & Accounting Operations (P2P, O2C & R2R)
Job Summary
Lead and manage a large-scale Finance & Accounting delivery organization of approximately 200 FTEs across Procure-to-Pay, Order-to-Cash, and Record-to-Report processes. Accountable for service delivery, customer satisfaction, operational excellence, financial performance, transformation initiatives, governance, compliance, and talent development while ensuring achievement of contractual SLAs and business outcomes.
Key Responsibilities
1. Service Delivery Management

• Own end-to-end delivery of P2P, O2C, and R2R operations including transitioning of large, complex F&A transitions
• Ensure achievement of SLA, KPI, productivity, quality, and compliance targets.
• Drive process standardization and continuous improvement across all towers.
• Manage business continuity, risk mitigation, and issue resolution.
• Oversee governance reviews, operational dashboards, and customer reporting.

2. Client & Stakeholder Management

• Act as the primary point of contact for client leadership and senior stakeholders.
• Lead Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and governance meetings.
• Build trusted advisor relationships with clients.
• Drive customer satisfaction and proactively address escalations.

3. Financial & Commercial Management

• Manage revenue, margin, productivity, and cost optimization targets.
• Identify opportunities for automation, digitization, and efficiency improvements.
• Support contract compliance, scope management, and change requests.
• Drive value creation initiatives resulting in measurable business benefits.

4. Transformation & Continuous Improvement

• Drive Lean, Six Sigma, RPA, GenAI, Agentic AI deployment, workflow automation, and analytics initiatives.
• Lead process transformation programs across finance operations.
• Improve control environment, process efficiency, and user experience.
• Sponsor innovation and digital-led operational improvements.

5. People Leadership

• Lead, coach, and mentor a team of 200+ employees through managers and team leads.
• Develop succession plans and leadership pipelines.
• Manage capacity planning, hiring, onboarding, and workforce utilization.
• Drive employee engagement, retention, and capability development.
• Foster a high-performance and customer-centric culture.

6. Risk, Compliance & Governance

• Ensure adherence to internal controls, SOX requirements, audit standards, and client policies.
• Manage operational risk, compliance, and regulatory requirements.
• Lead remediation plans for audit findings and process gaps.
• Ensure strong controls across P2P, O2C, and R2R operations.

Required Experience

• 15+ years of experience in Finance & Accounting operations.

• 10+ years leading large global delivery teams (150-200+ FTEs).

• Strong knowledge of:

• Procure-to-Pay (AP, Procurement, T&E, Vendor Management)

• Order-to-Cash (Billing, Collections, Cash Application, Dispute Management)

• Record-to-Report (GL, Month-End Close, Reconciliations, Fixed Assets, Reporting)

• Experience managing global clients and shared services/outsourcing operations.

• Exposure to ERP platforms such as SAP, Oracle, NetSuite, or similar systems.