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.
