Source to Pay Service Delivery Manager

**Source to Pay Service Delivery Manager - North America****B**Service** Lines/Domain/Foundation**: Uniops Business Operations - Commercial Experience**Reports to**: Commercial Experience Market Director North America**Scope**: North America**Location**: Bosques, CDMX**Languages**:English (fluent) - Effective communications both written and oral in English**WHO ARE WE?****Business Operations** is a global organization focused on simplifying and digitizing Unilever’s operations for unlocking growth and creating value by making our processes and systems simpler, integrated, and easier to work with.Within UniOps, the **Commercial Experience (**ComEx**)**team has always been a pioneering organization providing financial and Supplier operations across Unilever.**Supplier Operations** oversees the entire procurement lifecycle. This includes onboarding and managing master data for 54,000 suppliers, handling contracts and payments for €38 billion in procurement spend, and processing travel expense statements for 40,000 employees. The team also manages tail spend sourcing for MBS and Capex/MRO, the forecasting process, and the execution of the Responsible Partner Policy. Having achieved peer world-class benchmarks, Supplier Operations is now focused on an ambitious agenda of simplifying, digitizing, and automating processes to achieve digital-native costs and operational KPIs. Additionally, the team is exploring opportunities to build advanced analytics capabilities, leveraging data to provide insights that enable procurement to add even greater value.**P**URPOSE OF THE ROLE****S**ource to Pay (S**2**P)**Service Delivery Manager** plays a key role in driving Supplier operations agenda in the market. The role will ensure delivery of the payments operations in the geography along with ensuring process governance and driving compliance to controls. The role holder will play a key role in escalation management and will be responsible for delivery of Supplier operations KPI’s.**WHAT WILL YOUR MAIN RESPONSIBILITIES BE**- Service delivery of operational metrics for payments, overdues management and other critical operational KPI’s- Driving delivery through 3rd party service provider- Escalation point within market for resolving S2P issues and directing users to the right resources on training and helpdesk- Delivering balance sheet hygiene on GRIR, vendor open items etc in partnership with Control Service centre- Ensure that 3rd party service provider operates GFCF and GPM controls and be accountable for their effectiveness.- Accountable for ensuring GPM compliance, approving DTPs and reporting exceptions- Ensure the IHD (supplier help desk) improves service end users experience as well as suppliers, increasing user end perception, supporting business critical escalations, and ensuring fast resolutions are provided.- Ensure robust root cause analysis and take preventive actions through process corrections to avoid recurrence- Drive governance with key stakeholders-eg Controllers, procurement etc, monthly service delivery meetings with third party service provider- Single point of contact for S2P Audits- Leading transformation projects and continuous improvement ideas- Play a key role to improve operational effectiveness and address user pain points in the end to end S2P process- Talent Catalyst- Coaching team members for timely and effective delivery. Building strong working relationships with third party service providers and coaching for results as an extended team to deliver best in class S2P process for Unilever**S**TAKEHOLDERS**Internal:- MCO Finance Team, Financial Controller- Supplier operations Leadership team- Market Operations Director for the region- Directs Procurement Teams Networks- Indirect’s Procurement/business users- Planning Teams- P2P users- R2R Teams- Global S2P teams /PEC teamsExternal:- 3rd Party Service Providers- Unilever suppliers**EXPERIENCES & QUALIFICATIONS**- University Graduate / Qualified accountant /Engineering (or similar experience)- 3-5 years’ experience in Finance/Supply chain in business partnering an advantage- Strong knowledge of key Finance and Procurement Contracting processes in S2P area- High Financial / Supply chain skills- Service Delivery experience beneficial- Leadership, collaboration, which will support/challenge/improve ways of working within the S2P area.**SKILLS**- Project Management & Change Management Facilitation- Analytics- Performance improvement- Negotiation beneficial, exposure to senior stakeholders- Ability to work under pressure with often conflicting internal targets- Strong Excel skills- Enhance stakeholder experience- Storytelling- Strategy- Working knowledge of SAP (preferred, not necessary)**LANGUAGE**English (fluent) - Effective communications both written and oral in English**C**OMPETENCIES**- External Orientation (focus on customer; deliver excellent result)- Result orien