Manager- Customer Support And Service Delivery/P2P Manager

Job Summary Job Area Minimum Qualifications

• Bachelor's degree.
• 7+ years of Finance, Accounting, or related work experience.
• Completed advanced degrees in a relevant field may be substituted for up to two years (Masters = one year, Doctorate = two years) of work experience.

Manager - Customer Support and Service Delivery / P2P

• Customer Support and Service Delivery Leadership - Critical
• Global Stakeholder management - Critical
• Team building, Organizational transformation, and Change Leadership - Critical
• AI, Automation, and digital transformation - Critical
• Procure to Pay and Accounts Payable expertise - Good to have
• Enterprise systems, Customer support Platforms and Governance - Good to have

• Proven experience leading global customer support, supplier helpdesk, or service delivery organizations with strong SLA attainment, customer satisfaction, and escalation management.
• Experience building, scaling, and transforming high-performing support organizations. Demonstrated success creating new capabilities and leading teams through transformation.
• Ability to build trusted relationships and influence Finance, Procurement, IT, Suppliers, and Business Leaders across multiple geographies and time zones.
• Experience implementing AI solutions, workflow automation, self-service capabilities, process optimization, and digital transformation initiatives that improve customer experience.
• Deep understanding of supplier onboarding, invoice processing, exception management, vendor support, payment processes, and end-to-end P2P operations.
• Strong experience with SAP and/or Oracle ERP, ServiceNow, Salesforce, or Jira, combined with SOX controls, compliance, audit readiness, KPI reporting, and analytics.

Preferred Qualifications

• Master's degree in Finance, Accounting, Business Administration/Management, or Professional degree (CA, CMA).
• 10+ years of Finance, Global Accounting Operations, or related work experience.
• 3+ years of work experience in a role requiring interaction with senior leadership (e.g., Sr Director level and above).
• 3+ years of experience working in a large matrixed organization.
• 3+ years in a leadership role with direct reports.

Level of Responsibility

• Provides supervision to other supervisors/managers who are direct reports.
• Decision-making is significant in nature and affects work beyond immediate work group.
• Requires verbal and written communication skills to convey complex information. May require negotiation, influence, tact, etc.
• Works within the prescribed budgetary objectives of the department.
• Has a great degree of influence over key organizational decisions (e.g., is making or directly making key decisions that will have substantial impact over the organization).
• Tasks often require multiple steps which can be performed in various orders; extensive planning, problem-solving, and prioritization must occur to complete the tasks effectively.