Order to Cash - Customer Project Management Process Director

Job Description At Vertiv, we're on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people. We are seeking Order to Cash - Customer Project Management Process Director to join our team in Tognana, Italy! The Order to Cash - Customer Project Management Process Director will own the end-to-end design, implementation, standardization, and continuous improvement of OTC process across five global regions and multiple business units, covering diverse business models such as high-volume SKU-based, Configure-to-Order (CTO), and Engineer-to-Order (ETO). This role is pivotal in implementing an AI-driven, highly automated OTC ecosystem that seamlessly interoperates with adjacent processes (SIOP, NPDI, P2P, Opportunity-to-Order) while meeting the differentiated needs of Global Strategic Accounts (GSAs), SMEs, and all Vertiv customers. The Process Leader will ensure cross-functional collaboration, robust program governance, and measurable performance improvement across all OTC stages, from order capture and configuration through fulfillment, invoicing, collections, and dispute management. More specifically the core focus will be on : Milestone Management, Project Costing, Revenue Management, Installation, Commissioning. What kind of work will you be doing? Program Leadership and Strategy

Design and implement a globally harmonized Customer Project Management process architecture that supports SKU, CTO, and ETO business models, ensuring clear process variants, decision rules, and standard work for each model. Develop and execute the global OTC transformation strategy, aligned with business objectives, customer segmentation, and the integration roadmap with SIOP, NPDI, P2P, and Opportunity-to-Order processes. Identify, prioritize, and lead OTC automation and AI initiatives (e.g., RPA for order entry, credit checks, billing; predictive analytics for demand, promise dates, and payment behavior), ensuring scalability across regions and business units.

Stakeholder Management and Cross-Functional Coordination

Collaborate with Sales, Finance, IT, Operations, Procurement, and Legal to ensure OTC process designs are fully integrated with CRM, ERP, CPQ, and supply chain planning systems and reflect customer, compliance, and operational requirements. Act as the global point of contact for regional and business-unit OTC leaders, driving alignment on process design, master data standards, and interfaces with SIOP, NPDI, P2P, and Opportunity-to-Order. Lead training, communication, and change management activities to embed new OTC ways of working, leveraging structured methodologies and clear role / responsibility definitions across regions.

Process Optimization and Continuous Improvement

Drive Lean and Six Sigma-based process improvement initiatives to reduce order cycle time, improve order accuracy (including configuration and BOM accuracy for CTO / ETO), increase first-time-right invoicing, and enhance customer experience. Define, monitor, and act on a comprehensive OTC KPI framework (e.g., DSO, order-to-invoice lead time, invoice accuracy, automation rates, dispute rates, cash application accuracy), using data and analytics to identify bottlenecks and prioritize improvements. Implement a structured continuous improvement pipeline and governance (Kaizen events, root cause analysis, control plans) to ensure sustainable benefits and process stability across all regions and business units.

Program Governance, Integration, and Compliance

Establish and lead Customer Project Management governance forums to review performance, manage the global process and solution roadmap, and ensure consistency of design and execution across regions and business models (SKU, CTO, ETO). Ensure robust interoperability and integration between OTC and SIOP, NPDI, P2P, and Opportunity-to-Order processes and systems, enabling accurate demand signals, capacity planning, product introduction, and procurement alignment. Manage program budget, resources, risks, and timelines, ensuring cost-effective delivery and compliance with corporate policies, financial controls, and regional regulatory requirements (tax, trade, data privacy).

What will make you successful?

Bachelor's degree in business, Supply Chain Management, Industrial Engineering, Finance, or related field. Master's degree or MBA preferred, ideally with a focus on operations, supply chain, or digital transformation. Minimum 10 years in Order to Cash, supply chain, manufacturing, or related end-to-end process transformation roles within a manufacturing or industrial company. Proven experience designing and implementing global OTC processes across multiple regions and business units, including exposure to SKU-based, CTO, and ETO environments. Track record of leading large-scale digital and automation programs (e.g., ERP / CRM / CPQ transformations, RPA, AI / analytics) across complex organizations. Deep knowledge of OTC best practices, including credit management, order management, fulfillment, billing, collections, and dispute resolution, with strong understanding of interfaces to SIOP, NPDI, P2P, and Opportunity-to-Order. Strong Lean and Six Sigma expertise, with hands‑on experience applying these methodologies to drive measurable improvements in OTC performance and customer satisfaction (certification preferred). Exceptional program and project management skills, including stakeholder management at executive level, change management, and benefits realization tracking. Solid understanding of enterprise systems (ERP, CRM, CPQ, finance platforms) and data structures relevant to OTC, with the ability to partner effectively with IT to design integrated, scalable solutions. Excellent communication, influencing, and leadership capabilities, with the ability to navigate a matrixed, multi-region, multi-business-unit environment.

If YOU are the person we are looking for, feel free to apply and let's start drafting your future career in a healthy and growing environment! The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities. Our Core Principals

Safety Integrity Respect Teamwork Diversity & Inclusion

Our Strategic Priorities

Customer Focus Operational Excellence High-Performance Culture Innovation Financial Strength

Our Behaviors

Own It Act With Urgency Foster a Customer-First Mindset Think Big and Execute Lead by Example Drive Continuous Improvement Learn and Seek Out Development

#LI-AK1 About the Team Work Authorization No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. Equal Opportunity Employer We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. #J-18808-Ljbffr