Digital Solutions Delivery Manager

We are seeking a strategic and results-driven Digital Solutions Delivery Manager (CX & OM) to lead our customer service product team including the end-to-end delivery of order lifecycle management solutions for our go-to-market and digital experience functions. In this role, you will oversee a team of product owners focused on developing and deploying customer ordering and service capabilities across multiple platforms and markets.

You will play a critical role in enabling digital transformation efforts —supporting new market entries and evolving commercial operations. As well as developing and supporting technologies related to servicing our customers and consumers post purchase, this role requires a strong blend of leadership, technical acumen, and stakeholder engagement skills to drive innovation and continuous improvement and deliver exceptional customer and consumer experiences through modern customer experience platforms.

Why Join Us?

• Drive digital transformation within a high-impact IT function.

• Lead solutions that directly enhance the customer experience across markets

• Collaborate with an inclusive, agile, and innovation-driven team

Responsibilities

• IT Order Lifecycle Strategy: Own and execute the roadmap for IT ordering solutions, ensuring alignment with business goals, business processes and customer needs.

• Team Leadership: Manage and mentor a team of IT professionals delivering solutions for channel sales and customer service.

• Platform Ownership: Oversee delivery and support for platforms including Salesforce Service Cloud, Salesforce Order Management, SAP S/4HANA OTC, and EDI integrations.

• Stakeholder Engagement: Partner with senior business leaders to understand priorities, manage expectations, and lead change management efforts that drive adoption and value realization..

• Solution Design: Anticipate business and technical requirements, promote IT capabilities, and introduce new or enhanced services.

• Domain Expertise: Apply deep knowledge of Order-to-Cash and Customer Service processes, including master data and hierarchy impacts.

• Cross-Functional Collaboration: Act as the primary liaison between IT and business stakeholders, ensuring seamless integration and cohesive solution delivery.

• Vendor & Partner Management: Coordinate with external vendors, system integrators, and internal teams to deliver high-impact solutions.

• Budget Oversight: Manage operating and capital budgets, ensuring cost-effective platform development and support.

• Service Delivery: Ensure service levels are met by internal and external providers, with a focus on quality, risk mitigation, and continuous improvement.

Qualifications

• Bachelor’s degree in Information Technology, Business, or related field.

• 7+ years of experience in IT solution delivery, leadership or program management, preferably in Order-to-Cash and/or Customer Service domains.

• Demonstrated experience with Salesforce (Service Cloud, Order Management), SAP S/4HANA OTC, and EDI.

• Proven experience with various project methodologies, including waterfall, agile and hybrid delivery models.

• Demonstrated success leading problem-solving activities, including design thinking, journey-mapping, and solutions design

• Strong project management, leadership, and organization skills (PMP or Scrum certification desired)

• Excellent communication, facilitation and stakeholder management skills to work effectively with cross-functional teams

• Budget management and financial forecasting experience

• Able to work on multiple priorities in a fast-paced environment

• Strong leadership and team management skills.

• Excellent communication and stakeholder engagement abilities.

• Experience managing vendors and budgets in a complex, global environment.