Global Service Delivery Leader – Cash & Collections (Order to Cash)

Company Description

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Job Description

The Global Service Delivery Leader (SDL) – Cash & Collections is accountable for end-to-end global ownership of the Cash & Collections value chain across regions, business lines, and delivery locations.

This role defines the global strategy, operating model, governance, and performance framework for Cash & Collections, ensuring effective cash realization, optimized DSO, strong customer experience, and robust risk and compliance management.

The Global SDL partners closely with Commercial, Client, Operations Finance, IT, and GBS leadership to drive standardization, transformation, and continuous improvement.

Global Strategy & Ownership

• Own the global Cash & Collections operating model, including policies, governance, KPIs, and service levels.
• Define and execute global strategies to reduce overdue balances, improve DSO, and optimize working capital across regions and customer segments.
• Align Cash & Collections strategy with overall O2C, Finance, and business objectives in close partnership with Commercial and Client leadership.
• Act as the global escalation point for material cash, credit, dispute, and collections risks.

Governance & Performance Management

• Establish and lead global performance management routines, dashboards, and review cadences for Cash & Collections.
• Govern regional and delivery-center execution to ensure consistency, transparency, and accountability against global standards.
• Drive root-cause analysis and systemic issue resolution for recurring overdue, dispute, or cash application challenges.
• Ensure clear ownership, decision rights, and handoffs across Billing, CMD, Cash Application, and Collections teams.

Customer & Stakeholder Engagement

• Serve as the global point of accountability for senior internal and external stakeholders on Cash & Collections matters.
• Partner with Commercial, Client, and Finance leaders to influence upstream practices (contracting, billing models, payment terms) that impact cash realization.
• Lead governance for strategic, high-risk, or complex customer accounts requiring senior-level intervention.
• Strengthen customer experience through consistent, professional, and outcome-focused collections engagement.

Transformation, Automation & Innovation

• Drive global transformation initiatives across Cash & Collections, including digitization, automation, AI/RPA, and advanced analytics.
• Identify and deliver productivity, scalability, and quality improvements, with clear benefits tracking (FTE productivity, cost, cycle time, and quality).
• Partner with IT and transformation teams to integrate Cash & Collections processes with Order Management, Billing, CMD, and Cash Application platforms.
• Lead standardization of global process design, controls, and documentation.

Risk, Controls & Compliance

• Own global governance for receivables risk management, including aging, bad debt exposure, and recovery strategies.
• Ensure strong internal controls, SOX compliance, and audit readiness across all Cash & Collections processes.
• Coordinate compliance with regional statutory and regulatory requirements in partnership with local finance and compliance teams.
• Proactively identify and mitigate operational, financial, and reputational risks within the Cash & Collections lifecycle.

People Leadership & Capability Building

• Lead and develop a global Cash & Collections leadership team
• Build a high-performance culture focused on accountability, customer centricity, continuous improvement, and data-driven decision-making.
• Drive workforce strategy, capability development, succession planning, and leadership readiness for critical roles.
• Foster