Order to Cash - Customer Project Management Process Director

Order to Cash - Customer Project Management Process Director

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life‑changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

Job Description

We are seeking the Order to Cash – Customer Project Management Process Director to join our team in Tognana, Italy.

The role will own the end‑to‑end design, implementation, standardisation, and continuous improvement of OTC process across five global regions and multiple business units, covering diverse business models such as high‑volume SKU‑based, Configure‑to‑Order (CTO), and Engineer‑to‑Order (ETO). The Process Leader will implement an AI‑driven, highly automated OTC ecosystem that seamlessly interoperates with adjacent processes (SIOP, NPDI, P2P, Opportunity‑to‑Order) while meeting the differentiated needs of Global Strategic Accounts (GSAs), SMEs, and all Vertiv customers. The leader will ensure cross‑functional collaboration, robust programme governance, and measurable performance improvement across all OTC stages, from order capture through fulfilment, invoicing, collections, and dispute management. Core focus areas include milestone management, project costing, revenue management, installation, and commissioning.

What kind of work will you be doing?

• Design and implement a globally harmonised Customer Project Management process architecture that supports SKU, CTO, and ETO business models, ensuring clear process variants, decision rules, and standard work for each model.
• Develop and execute the global OTC transformation strategy, aligned with business objectives, customer segmentation, and the integration roadmap with SIOP, NPDI, P2P, and Opportunity‑to‑Order processes.
• Identify, prioritise, and lead OTC automation and AI initiatives (e.g. RPA for order entry, credit checks, billing; predictive analytics for demand, promise dates, and payment behaviour), ensuring scalability across regions and business units.
• Collaborate with Sales, Finance, IT, Operations, Procurement, and Legal to ensure OTC process designs are fully integrated with CRM, ERP, CPQ, and supply chain planning systems and reflect customer, compliance, and operational requirements.
• Act as the global point of contact for regional and business‑unit OTC leaders, driving alignment on process design, master data standards, and interfaces with SIOP, NPDI, P2P, and Opportunity‑to‑Order.
• Lead training, communication and change management activities to embed new OTC ways of working, leveraging structured methodologies and clear role/responsibility definitions across regions.
• Drive Lean and Six Sigma‑based process improvement initiatives to reduce order cycle time, improve order accuracy, increase first‑time‑right invoicing, and enhance customer experience.
• Define, monitor and act on a comprehensive OTC KPI framework (e.g. DSO, order‑to‑invoice lead time, invoice accuracy, automation rates, dispute rates, cash application accuracy), using data and analytics to identify bottlenecks and prioritise improvements.
• Implement a structured continuous improvement pipeline and governance (Kaizen events, root cause analysis, control plans) to ensure sustainable benefits and process stability across all regions and business units.
• Establish and lead Customer Project Management governance forums to review performance, manage the global process and solution roadmap, and ensure consistency of design and execution across regions and business models.
• Ensure robust interoperability and integration between OTC and SIOP, NPDI, P2P, and Opportunity‑to‑Order processes and systems, enabling accurate demand signals, capacity planning, product introduction and procurement alignment.
• Manage programme budget, resources, risks and timelines, ensuring cost‑effective delivery and compliance with corporate policies, financial controls and regional regulatory requirements (tax, trade, data privacy).

What will make you successful?

• Bachelor’s degree in business, Supply Chain Management, Industrial Engineering, Finance or related field.
• Master’s degree or MBA preferred, ideally with a focus on operations, supply chain or digital transformation.
• Minimum 10 years in Order to Cash, supply chain, manufacturing or related end‑to‑end process transformation roles within a manufacturing or industrial company.
• Proven experience designing and implementing global OTC processes across multiple regions and business units, including exposure to SKU‑based, CTO and ETO environments.
• Track record of leading large‑scale digital and automation programmes (e.g. ERP/CRM/CPQ transformations, RPA, AI/analytics) across complex organisations.
• Deep knowledge of OTC best practices, including credit management, order management, fulfilment, billing, collections and dispute resolution, with strong understanding of interfaces to SIOP, NPDI, P2P and Opportunity‑to‑Order.
• Strong Lean and Six Sigma expertise, with hands‑on experience applying these methodologies to drive measurable improvements in OTC performance and customer satisfaction (certification preferred).
• Exceptional programme and project management skills, including stakeholder management at executive level, change management and benefits realisation tracking.
• Solid understanding of enterprise systems (ERP, CRM, CPQ, finance platforms) and data structures relevant to OTC, with the ability to partner effectively with IT to design integrated, scalable solutions.
• Excellent communication, influencing and leadership capabilities, with the ability to navigate a matrixed, multi‑region, multi‑business‑unit environment.

If you are the person we are looking for, feel free to apply and let’s start drafting your future career in a healthy and growing environment!

Our Core Principles

• Safety
• Integrity
• Respect
• Teamwork
• Diversity & Inclusion

Our Strategic Priorities

• Customer Focus
• Operational Excellence
• High‑Performance Culture
• Innovation
• Financial Strength

Our Behaviours

• Own It
• Act With Urgency
• Foster a Customer‑First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

About the Team

• Work Authorization: This position is only for candidates legally authorized to work in the United States. No sponsorship will be provided.
• Equal Opportunity Employer: We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination on any protected basis.

Seniority Level

Director

Employment Type

Full‑time

Job Function

Other

Industries

Appliances, Electrical, and Electronics Manufacturing