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Sell to Cash (STC) Service Delivery Director

Job Description

Diageo Business Services aims to drive efficient, effective and standard processes throughout the group leveraging AI and other technology where possible.


The End to End Commercial Tower has ownership of the design and delivery of transactional processes with Diageo’s customers across the core sell to cash process, promotion management and pricing setup activities for 90% of Diageo’s markets.


The role of the Service Delivery Director is to run the core tower operation across our six main service centre locations (Budapest, Bangalore, Nairobi, Manila, Bogota and Belfast) and ensure performance in line with the efficiency and effectiveness metrics set. The role has direct line management responsibility for c. 500 employees.


In addition to the day to day management of the operation, the SD Director will work closely with the tower leadership team to identify and deliver improvements in our organisation structure, look for opportunities to standardise and simplify and work with markets on opportunities for further migration of activity from country.




The SD Director is responsible for the STC process for 90% of Diageo markets and managing cash receipts and promotional payments from customers within these markets.


This role also has accountability for managing the overhead for the service delivery team.


Market Complexity


Activities cover the entire Diageo structure, requiring connection with each and every function from supply sites through markets to central and Corporate functions – essentially covering the whole structure of Diageo.


Leadership Responsibilities & capabilities


  • Identify, model and implement complex structural changes within the service delivery team.
  • Identification and implementation of intelligent automation and robotics interventions utilising the skillset of the wider LT.
  • Managing the relationship with Diageo’s 21 markets and using persuasion to ensure they are taking the commercial steps to improve debtors % net sales.
  • Motivating the service delivery team to deliver our efficiency and effectiveness KPIs.
  • Ensure all controls are processes are understood and delivered to meet SOX and audit requirements.
  • Act as guardian of end to end OTC process globally through maintenance of OTC policies and processes, operate OTC performance metrics
  • Ability to understand and map the interdependencies with other projects that are underway in other towers.


Purpose of Role

  • Deliver our operational KPIs for debtors including: debt % net sales, collections past due, average days to collect, % touchless orders, productivity savings.
  • Effective management and upskilling of a team of c. 500 credit control and customer service specialists.
  • Identify efficiency / effectiveness opportunities for current and future years.


Top Accountabilities

  • Deliver an effective and efficient Sell to Cash organisation with high employee engagement.
  • Deliver a service delivery operation to agreed service levels, whilst improving customer service, driving out efficiencies and maintaining a great controls environment.



Specialist Experience

  • 12 years senior management experience in finance in SSC and/or FMCG environment
  • Finance/Accounting graduate or MBA
  • Strong Financial process understanding and experience in OTC process management both at an operational and leadership level.
  • People management skills and appetite are prerequisite
  • Strong business partnering skills with desire to make a difference beyond the own team, function and DBS
  • Proven experience of delivering and embedding global projects in an organisation
  • Proven ability to align multiple stakeholders and engage the organisation effectively behind a project
  • Project and Change management experience – capability to deliver change through effective project management
  • Knowledge of how to apply appropriate models, frameworks and best practice
  • Ability to design and manage communication, in order to communicate effectively and influence in order to accomplish successful business change
  • Ability to drive performance through others, supporting colleagues in pursuit of the team goal and ensuring focus on deliverables
  • Subject matter experience beneficial – knowledge of the management and statutory reporting requirements as well a sound understanding of capability of RPA and IA


Barriers to Success in Role

  • Inability to build relationships rapidly with mixed business & DBS teams
  • Inability to identify opportunity and see beyond the current operating model
  • Inability to turn strategy into action




Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.


Job Summary

  • Hungary
  • Other
Job Type
  • Full-time
  • Negotiable
08 April 2019
Applications Deadline
01 June 2019

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