Commercial Service Architect - Order to Cash

Role Description

 The IT Order to Cash Service Architect is responsible for enabling superior customer experience and business strategy through g technology solutions and advancing the maturity, adoption, and value of Eastman’s global Order to Cash capabilities.

Based in Hyderabad, this role will provide architecture leadership for Eastman’s upcoming SAP S/4HANA transformation. The role will focus on the end-to-end O2C process, including order entry, credit processing, pricing, material fulfillment, transportation planning, goods issue, delivery documentation, invoicing, and related Finance integration. An additional key priority will be improving the Customer experience. The Service Architect will help create a more integrated and efficient experience with improved visibility, fewer manual handoffs, and better exception management

The role requires strong SAP S/4HANA expertise, knowledge of Salesforce Service Cloud and key enabling competencies and behaviors including but not limited to business acumen, strategic thinking, executive communication, political savvy, and courageous leadership. Exposure to emerging Agentic & Generative AI is also desired.

Responsibilities

Serve as the IT/Digital architect for global Order to Cash initiatives and demonstrate end-to-end business and technology architecture leadership aligned with Global Supply Chain and business priorities
Own design and governance of the end-to-end solutions covering order entry, pricing, credit, availability, fulfillment, transportation planning, delivery processing, planned and actual goods issue, delivery note creation, invoicing, and Accounts Receivable integration
External Use
Collaborate, partner and drive the agenda with business leadership, Centers of Excellence, Enterprise Architecture, Product Owners, delivery teams, vendors, and other Service Architects to ensure solution integrity and enterprise alignment
Lead O2C process and solution design for SAP S/4HANA transformation, promoting standard capabilities, process simplification, and scalable enterprise solutions
Define integration requirements, data flows, APIs, workflows, monitoring, error handling, and reconciliation across SAP S/4HANA, Salesforce Service Cloud, SharePoint, logistics platforms, and other systems
Partner with Customer Service and other business stakeholders to understand CSR journeys, identify pain points, and improve the user experience across Salesforce Service Cloud, SAP, Pricing (Vendavo and Pricefx), IBP, Logistics (Project44) and other such platforms
Identify technical debt, process inefficiencies, data quality issues, and capability gaps, and develop practical remediation plans
Evaluate emerging technologies, vendor solutions, automation, analytics, and AI opportunities that can improve O2C performance, Customer Service, and CSR productivity (experience in Joule and/or AgentForce is a plus)
Ensure solutions address security, data governance, resilience, performance, observability, supportability, and applicable Eastman standards
Communicate complex business and technical topics clearly to delivery teams, functional experts, business leaders, and executives
Understand, articulate and calibrate the impact of data and data architecture pertaining to customer, order, material, pricing, credit, delivery, transportation, and invoicing on O2C performance.

 The IT Order to Cash Service Architect is responsible for enabling superior customer experience and business strategy through g technology solutions and advancing the maturity, adoption, and value of Eastman’s global Order to Cash capabilities.

Based in Hyderabad, this role will provide architecture leadership for Eastman’s upcoming SAP S/4HANA transformation. The role will focus on the end-to-end O2C process, including order entry, credit processing, pricing, material fulfillment, transportation planning, goods issue, delivery documentation, invoicing, and related Finance integration. An additional key priority will be improving the Customer experience. The Service Architect will help create a more integrated and efficient experience with improved visibility, fewer manual handoffs, and better exception management

The role requires strong SAP S/4HANA expertise, knowledge of Salesforce Service Cloud and key enabling competencies and behaviors including but not limited to business acumen, strategic thinking, executive communication, political savvy, and courageous leadership. Exposure to emerging Agentic & Generative AI is also desired.

Responsibilities

Serve as the IT/Digital architect for global Order to Cash initiatives and demonstrate end-to-end business and technology architecture leadership aligned with Global Supply Chain and business priorities
Own design and governance of the end-to-end solutions covering order entry, pricing, credit, availability, fulfillment, transportation planning, delivery processing, planned and actual goods issue, delivery note creation, invoicing, and Accounts Receivable integration
External Use
Collaborate, partner and drive the agenda with business leadership, Centers of Excellence, Enterprise Architecture, Product Owners, delivery teams, vendors, and other Service Architects to ensure solution integrity and enterprise alignment
Lead O2C process and solution design for SAP S/4HANA transformation, promoting standard capabilities, process simplification, and scalable enterprise solutions
Define integration requirements, data flows, APIs, workflows, monitoring, error handling, and reconciliation across SAP S/4HANA, Salesforce Service Cloud, SharePoint, logistics platforms, and other systems
Partner with Customer Service and other business stakeholders to understand CSR journeys, identify pain points, and improve the user experience across Salesforce Service Cloud, SAP, Pricing (Vendavo and Pricefx), IBP, Logistics (Project44) and other such platforms
Identify technical debt, process inefficiencies, data quality issues, and capability gaps, and develop practical remediation plans
Evaluate emerging technologies, vendor solutions, automation, analytics, and AI opportunities that can improve O2C performance, Customer Service, and CSR productivity (experience in Joule and/or AgentForce is a plus)
Ensure solutions address security, data governance, resilience, performance, observability, supportability, and applicable Eastman standards
Communicate complex business and technical topics clearly to delivery teams, functional experts, business leaders, and executives
Understand, articulate and calibrate the impact of data and data architecture pertaining to customer, order, material, pricing, credit, delivery, transportation, and invoicing on O2C performance.

Required Qualifications and Experience

Bachelor’s degree in Information Technology, Computer Science, Supply Chain, Engineering, Business, or a related field.
15+ years of experience in IT driving or enabling the digital agenda for Order to Cash, Customer Service or related Supply Chain processes.
At least 3 years of technology leadership experience in architecture or related roles.
Strong hands-on experience with SAP S/4HANA, particularly Sales and Distribution and its integration with Logistics Execution, Transportation, Materials Management, Finance, Accounts Receivable, and Credit Management.
Experience supporting SAP S/4HANA transformation, migration, fit-to-standard, solution design, integration, testing, or deployment activities. Demonstrated experience designing or implementing end-to-end O2C solutions, including e-commerce, order management, pricing, credit, availability, fulfillment, delivery, goods issue, transportation, and billing.
Experience with Salesforce Service Cloud is strongly preferred, particularly case management, service workflows, customer interaction history, and integration with SAP.
Experience improving Customer Service or CSR processes through workflow redesign, system integration, automation, guided work, or improved information visibility.
Strong understanding of integrations among Customer Service, Pricing, Credit, Sales, Materials Planning, Logistics, Transportation, Finance, and Accounts Receivable.
Excellent analytical, problem-solving, workshop facilitation, written communication, and verbal communication skills.
Experience with cloud platforms, enterprise integration, agile delivery, process modeling, Lean, or Six Sigma is preferred.

Enabling Competencies & Behaviors

Business Acumen: Understands and can articulate business strategy, O2C processes, customer needs, operational goals, and KPIs to shape transformation and growth
Strategic Thinking: Anticipates business and technology trends and develops practical roadmaps for SAP S/4HANA and O2C modernization
Executive Communication: Communicates clearly and effectively with senior leaders, business stakeholders, delivery teams, and external partners
Political Savvy: Understands organizational decision rights, stakeholder dynamics, and influence networks while advancing Eastman’s best interests
Courageous Leadership: Speaks up, constructively challenges assumptions, and makes timely decisions in situations involving ambiguity or competing priorities
Results Leadership: Drives accountability and connects architecture decisions to measurable business outcomes
Thought Leadership: Manages complexity, develops a strategic point of view, and identifies innovative solutions
Coaching and Collaboration: Supports the development of peers, delivery teams, and business partners while promoting adoption of architecture and technology best practices