Business Process Owner - Order and Service Management

ABB Inc.; North Carolina; Hybrid; USD 120,000 - 180,000; Full time

Job summary

ABB in the United States (Hybrid) seeks a subject matter expert to own end-to-end order and service management processes, leading SAP S/4HANA transformation, optimization, and process excellence across sales and service. This role aligns business requirements with system capabilities to enable growth and superior customer satisfaction.

You will drive standardized, integrated processes, partner with IS/ERP teams, support migration to SAP S/4HANA, lead training, and manage change across Sales,

Qualifications

• 10+ years of experience in sales operations, service management, or customer service within service-oriented or manufacturing sectors.
• End-to-end order management and service contract administration experience.
• Deep knowledge of SAP SD, CS/Service Management, and PS; SAP S/4HANA experience preferred.
• Project management and change management experience driving cross-functional initiatives.
• Strong analytical skills and ability to support data-driven decision-making.
• Master’s degree: MS/MBA in Business Administration, Economics, Information Systems, or related field.

Responsibilities

• Define end-to-end sales order processing workflows (quote-to-order, delivery, service billing) and renewal processes.
• Align requirements across countries and units for consistent, scalable processes.
• Lead ERP transformation efforts, migration to SAP S/4HANA, and optimize service modules (SD/CS/PS).
• Lead training, education, and sharing of best practices across the organization.
• Engage stakeholders and manage change, ensuring buy-in and adoption across Sales, Service, Operations and Finance.

Skills

Analytical skills

Project management

Change management

Cross-functional collaboration

Data-driven decision making

Education

Master's/MBA degree

Tools

SAP SD

CS/Service Management

PS (Project System)

Job description

At ABB, we help industries run leaner and cleaner-and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to:

Business Process Manager - ERP Transformation and M&A Integration

Your role and responsibilities

The focus of this subject matter expert (SME) role is the end-to-end ownership of Order Management and Service Management processes, with emphasis on SAP S/4 Hana transformation, optimization and process excellence. The Business Process Owner will drive the standardization, integration, and continuous improvement of sales and service management processes across the organization, ensuring seamless order-to-cash operations and enhanced service delivery. This role bridges business requirements with system capabilities in SAP S/4HANA, supporting organizational growth and customer satisfaction goals.

The work model for the role is: hybrid. This role is contributing to the Electrification Service Division on global level. Main stakeholders are business and IS functions within Electrification Service, and counterparts from other Electrification divisions.

You will be mainly accountable for

Process Design & Strategy

• Define and govern end-to-end sales order processing workflows, including:
  • Quote-to-order conversion and optimization
  • Order fulfillment and delivery scheduling
  • Service Contract setup, configuration, and renewal processes
  • Service billing and revenue recognition
• Align business requirements across countries and business units to ensure consistent, scalable and harmonized processes
• Develop and maintain process documentation, control frameworks, and best practices for service management modules

ERP Transformation & Implementation

• Partner with IS/ERP and application owners to ensure processes are supported by appropriate systems and application
• Support the migration to SAP S/4 Hana and ensure optimization of SAP modules supporting service operations such as SD (Sales & Distribution), CS (Customer Service)/Service Management, PS (Project System)
• Lead process implementation across the organization, including training, education, and best practice sharing

Stakeholder & Change Management

• Engage regional and functional (Sales, Service, Operations, Finance) to align on process standards, and to ensure buy-in and drive process adoption
• Develop and execute communication and change management plans across all relevant stakeholders
• Act as primary liaison between functional teams, business stakeholders, and transformation leadership

Qualifications for the role

• 10 years of experience in sales operations, service management, or customer service within service-oriented or manufacturing sectors
• Proven experience with end-to-end order management and service contract administration
• Deep knowledge of SAP SD, CS/Service Management, and PS modules; SAP S/4 Hana experience is highly preferred
• Project management & change management experience, with the ability to drive cross-functional initiatives
• Strong analytical skills with the ability to assess impact, identify risks, and support data-driven decision-making
• University degree: Master of Science / MBA in Business Administration, Economics, Information Systems, or related field

More about us

Electrification provides leading electrical distribution and management technologies, solutions and services to electrify the world in a safe, smart and sustainable way. The portfolio includes medium- and low-voltage electrical components, switchgear, digital devices, enclosures, and circuit breakers, among others. With our products, solutions and services, we collaborate with customers to improve power delivery and security, enhance energy management, efficiency and operational reliability, as we seek to achieve a low carbon society. go.abb/electrification

This opportunity is open to candidates in multiple countries, with the final work location determined based on the selected candidate. As compensation may vary by location, we are committed to being transparent throughout the hiring process and will share details of the salary range, variable compensation and benefits package with candidates who progress to the first interview stage for a location in the European Union, covered by the EU Pay Transparency Directive.

The final offer will be tailored based on your role location, experience, skills and qualifications, internal market positioning and alignment with ABB internal standards.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact?