Lead, O2C Service Delivery (EU Shift hours)

Key Responsibilities

Key Responsibilities

• Lead a team responsible for managing billing processes across the EU markets.
• Monitor and ensure Service Level Agreements (SLAs) and OKRs are consistently met, both for internal teams and outsourced providers (where applicable).
• Champion operational excellence through standardization and automation initiatives, enhancing customer satisfaction.
• Oversee the onboarding and integration of new markets or processes into the Shared Service Centre.
• Drive functional governance, including SLA/KPI performance tracking, issue resolution, and project prioritization.
• Provide stakeholders with timely reports and analyses to facilitate strategic decision-making.

Additional Responsibilities

• Reporting to the EU Order to Cash Regional Process Owner (RPO), this position will work closely with commercial teams, support centers, and in-country teams.
• The Service Delivery Lead will be responsible for ensuring the efficient execution, monitoring, and reporting of billing processes across the EU region.
• A key focus will be identifying operational improvements and collaborating with the Transformation and IT teams to implement automation initiatives.

Core Deliverables

• Ensure vendors and restaurants are paid accurately and on time, in line with SLAs or contractual terms.
• Maintain effective communication and coordination with all relevant stakeholders.
• Provide monthly reporting and insights to support in-country teams.
• Build and manage a high-performing service delivery team.
• Research, track, and resolve billing issues promptly.
• Ensure invoice accuracy by verifying master data and reviewing revenue recognition journals that impact regional financials and payments (if applicable).
• Continuously improve billing processes, ensuring SLAs are met, and escalate issues for timely prioritization.
• Manage the governance process with stakeholders through regular business reviews (weekly, monthly, quarterly).
• Support the onboarding of new countries into the regional office.
• Other duties as assigned by the RPO

Qualification & Requirements

• >8 years or more of relevant accounting and operations experience, with a degree in Accounting, Business Administration, or Finance.
• Min 5 years of experience leading a team of 3-10 FTEs.
• Experience in either SAP or Oracle ERP systems for Billing.
• Familiar with Salesforce (CRM) and integration with ERP systems.
• Strong analytical skills and is able to foresee potential problems arising from either up or downstream.
• Knowledge of (or experience in) tech/startup industry, entrepreneurial, and or fast-paced environments preferred.
• Proficient with Google Suite and Microsoft applications for analysis and reporting.
• Process-oriented with an understanding of both financial, operational and audit controls.
• Comfortable working in a fast-paced environment with tight deadlines.
• Experience with SQL or if not, an aptitude to learn.
• Familiar with IFRS revenue recognition principles.
• Demonstrated project management experience and the ability to work cross- functionally.
• A creative mindset and a willingness to question assumptions and conventional wisdom. Solving problems via infrastructure and automation is part of your DNA.
• Fluency in English, along with excellent communication and interpersonal skills.

Benefits

What we offer

• A dynamic and challenging work environment.
• A company committed to developing you personally and professionally.
• A great working atmosphere with regular company and team events.
• A vibrant and international team committed to diversity and inclusion.
• Responsibility from day one in a fast growing and global company.
• Other benefits include free food, health and dental insurance, and learning and development opportunities!