Team Lead Order Management Europe

ABB E-mobility B.V.; Delft; Sur place; EUR 35 000 - 43 000; Plein temps

Avantages offerts par ce poste

Competitive compensation package

Global exposure

Diversity & inclusion culture

Résumé du poste

ABB E-mobility is seeking an Order Management Team Lead for Europe to lead the regional O2C Customer Support organization and drive end-to-end process improvements. The role combines people leadership, operational ownership, and digital transformation across the Order-to-Cash value chain.

You will partner with the Global O2C Lead, shape regional operating models, and deliver measurable improvements in service, productivity, and customer experience across Sales, Logistics, Finance, IT, and

Qualifications

• Significant experience in Order-to-Cash, Customer Support, Customer Service, Order Management or related operations within a complex international organization.

Responsabilités

• Define and execute the O2C transformation agenda for the Region, including operating model improvements, governance, and capability development.
• Lead root-cause analysis of recurring operational issues and convert findings into structural improvements and measurable gains.
• Drive simplification, standardization, and productivity initiatives to reduce manual work and improve scalability.
• Champion digitalization and automation across regional O2C operations, including workflow automation, analytics and AI-enabled solutions.
• Own the regional O2C Customer Support operating model and day-to-day execution, ensuring resilient service delivery and capacity management.
• Provide end-to-end leadership of the customer order journey, including order processing, exception management, and delivery coordination.
• Act as senior escalation point for critical issues, mobilizing stakeholders for timely resolution.
• Establish KPIs, governance routines, and value-realization tracking to drive transparency and action.
• Ensure adherence to global O2C processes while shaping regional solutions for business needs.
• Serve as strategic interface between O2C Support, Sales, Logistics, Finance, IT and Operations to remove barriers.

Connaissances

O2C experience

People leadership

Process improvement

Digital transformation

Analytics

Stakeholder management

Formation

Bachelor’s or Master’s in Business Administration/related field

Outils

ERP platforms

CRM platforms

Description du poste

Lead our regional O2C Customer Support organization and shape a high-performing, digitally enabled Order-to-Cash operation across the end-to-end customer order journey. We are looking for an Order Management Team Lead for Europe to lead the regional Customer Support organization, own operational performance, and accelerate the evolution of Order-to-Cash capabilities. This is a senior regional leadership role combining people leadership, operational ownership, business transformation, and continuous improvement. You will lead and develop the Customer Support team, help shape the future Global Customer Support operating model, and drive scalable, standardized and increasingly digital ways of working across the O2C value chain. Working closely with the Global O2C Lead, you will translate global strategy into regional execution, represent Regional business and customer priorities in global forums, and partner with senior stakeholders across Sales, Logistics, Finance, IT and Operations to deliver measurable improvements in service, productivity and customer experience.

Your Responsibilities

Partner with the Global O2C Lead to define and execute the O2C transformation agenda for the Region, including operating model improvements, process re-engineering, governance, and capability development.

Lead root-cause analysis of recurring operational and customer issues and convert findings into structural improvements, corrective actions, and measurable performance gains.

Drive simplification, standardization, and productivity initiatives that reduce manual work, improve scalability, and enhance the customer and employee experience.

Champion digitalization and automation across regional O2C operations, including workflow automation, intelligent exception management, analytics, AI-enabled solutions, and tool landscape process improvements.

Own the regional O2C Customer Support operating model and day-to-day execution, ensuring resilient service delivery, effective capacity management, and consistent performance.

Provide end-to-end leadership of the customer order journey, ensuring accurate and timely order processing, effective exception management, delivery coordination, and resolution of complex customer issues.

Act as the senior regional escalation point for critical customer, order, delivery, and cross-functional process issues, mobilizing the right stakeholders and driving timely, sustainable resolution.

Establish and steer regional performance management through KPIs, service levels, governance routines, and value-realization tracking; use data to identify risks, opportunities, and priorities for action.

Ensure adherence to global O2C processes, policies, controls, and standardized ways of working, while shaping solutions for relevant regional business and customer requirements.

Serve as a strategic interface between O2C Customer Support, Sales, Logistics, Finance, IT, and other Operations teams to strengthen end-to-end ownership and remove functional barriers.

Sponsor adoption of new processes, tools, and technologies within the team, ensuring effective change management, capability building, and sustainable business outcomes.

Represent the Region in global O2C initiatives and governance forums, bringing forward regional insights, influencing priorities, and supporting alignment across geographies.

Build trusted relationships with internal and external customers and senior stakeholders, communicating clearly on performance, risks, priorities, and transformation progress.

Lead, coach, and develop the Regional O2C Customer Support team, building a high-performing organization with clear accountability, strong succession coverage, and a culture of customer focus and continuous improvement.

Develop organizational capability through coaching, knowledge sharing, cross-training, talent development, and succession planning, while promoting ownership, collaboration, and entrepreneurial execution.

Your Background

Significant experience in Order-to-Cash, Customer Support, Customer Service, Order Management, or related operations within a complex international organization.

Proven people leadership experience, including leading teams through change, developing talent, managing performance, and building strong succession and capability plans.

Deep understanding of end-to-end O2C processes and their interfaces with Sales, Logistics, Supply Chain, Finance, IT, and Customer Service.

Strong experience with ERP and CRM platforms, ideally including order management processes, and a solid understanding of system integrations and digital process flows.

Demonstrated ability to own operational performance, resolve complex escalations, balance competing priorities, and make sound decisions in a fast-moving environment.

Track record of business process improvement, transformation, or operating model development, with the ability to convert strategic priorities into practical execution and measurable value.

Experience establishing KPIs, governance routines, and performance or value-realization mechanisms to drive transparency and accountability.

Strong stakeholder management and executive communication skills, with the confidence to influence across functions, organizational levels, and geographies.

Strong analytical and problem-solving capabilities, with a data-driven mindset and the ability to lead root-cause analysis and sustainable corrective action.

Demonstrated curiosity and practical understanding of digitalization, automation, AI-enabled solutions, and emerging technologies applicable to Order-to-Cash operations.

Strong change leadership, ownership, and entrepreneurial execution; able to work independently while building alignment across a matrix organization.

Fluent English; Italian and French are a plus

Bachelor's or Master's degree in Business Administration, Supply Chain, Finance, Operations, Information Systems, Engineering, or a related field, or equivalent relevant professional experience.

What's in it for you?

Work with the best specialists in their field, in a diverse environment with unparalleled global reach. Feel inspired by our fast growth. You will have the accountability to own your part in enabling a future of sustainable and efficient mobility. You can also count on a competitive compensation package in line with your capabilities and experience. Diversity, inclusion, and equal opportunities are at the core of what we do. We celebrate different experiences and perspectives, and we aim to empower everyone in the creation of sustainable solutions for people all over the world. Our individual differences make us successful.

Compensation Package

The employment framework is based on the National Collective Labour Agreement (CCNL) for the Metalworking Industry, with an indicative B3 level and a minimumgross annual salary starting from € 39.000,00. The specific level and compensation package will be defined based on the outcome of the selection process (including experience, skills set, and role fit), in accordance with objective, transparent, and gender-neutral criteria, in line with pay equity and equal opportunity principles. The total compensation package will also include a variable bonus linked to individual and company targets.

About ABB E-Mobility

ABB E-mobility is a world leader in EV charging technology and a partner of choice for the world’s biggest electric vehicle OEMs and nationwide EV charging network operators. With a strong R&D pipeline, our robust product portfolio of innovative holistic solutions - from grid to charge point and domestic installations to large fleet depots - means we are actively enabling the future of E-Mobility, not just predicting it.

Welcome to Operations, where strategic supply chain management and operational excellence meet. Our teams focus on supply chain strategy, vendor partnerships, and KPI tracking to ensure cost-effective operations. We manage transitions to mass production and fulfill European and North American demand from our factories in San Giovanni Valdarno, Italy and Phoenix, USA whilst optimizing the global value chain. Within Operations advanced capabilities drive quality standards and continuous improvement, while HSE ensures safety and environmental compliance. Warranty management and PMO lead operational projects aligned with strategic goals.