Service Delivery Team Manager - German Speaking

Job Description

Are you an experienced people leader with a strong background in order management, invoicing, and service delivery? Do you thrive in fast-paced, collaborative environments and enjoy improving processes end-to-end?

If yes - this opportunity might be for you!

We're Hiring: Service Delivery Team Manager for our Order to Invoice (Commerce) Teams responsible for leading a 30-50-person Service Delivery function, with 3-6 direct reports overseeing SPS and Invoicing teams.

This is a key operational leadership role overseeing the full order-to-invoice lifecycle, ensuring accuracy, compliance, and high service quality.

You will act as the first escalation point, drive continuous improvement, build strong cross-functional partnerships, and ensure the team delivers reliable, efficient, and customer-focused service.

What You'll Do

Lead & Develop Teams

• Lead, coach, and mentor SPS and Invoicing teams.
• Set KPIs, review performance, and support professional growth.
• Ensure balanced workload and high-quality execution.

Own Operations & Escalations

• Oversee end-to-end order management and daily invoicing workflows.
• Resolve escalations related to pricing, delivery, documentation, and billing.
• Ensure data integrity and compliance with internal and regulatory standards.
• Encourage continuous optimization of process flows and service quality.

Drive Processes, Reporting & Improvements

• Own SPS and invoicing processes and drive automation and standardization.
• Analyze performance metrics and prepare reporting for management.
• Support audits and ensure proper documentation.
• Collaborate with IT, BPO, and SMEs on system and process enhancements.
• Conduct business reviews and regular meetings with key partners.

Collaborate Across Teams

• Work closely with Sales, Logistics, Marketing, IT, Aftersales, Finance, and AR.
• Support dispute resolution and cross-functional alignment.
• Provide insights and recommendations based on operational data.

What Success Looks Like

• High accuracy of orders and invoices
• Strong SLA performance and timely processing
• Effective handling of escalations
• Achievement of team KPIs
• Delivery of continuous improvement initiatives
• High-quality reporting
• Strong cross-functional collaboration
• Positive feedback from stakeholders based on reliability and partnership

What We're Looking For

Required

• Bachelor's degree in Business, Finance, Supply Chain, Operations Management, or related area
• Minimum 3 years of experience in order management, invoicing, or similar operational roles
• Excellent command of both English and German, spoken and written
• Proven leadership experience (Team Leaders or Coordinators)
• Strong ERP knowledge (SAP, Oracle)
• Excellent communication, analytical, and problem-solving skills
• Ability to manage escalations and prioritize workload effectively

Preferred

• Experience with CRM tools such as Salesforce
• Knowledge of VAT/tax and international billing processes
• Experience in shared services or high-volume environments
• Familiarity with automation and process improvement initiatives