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About the Role
We are looking for an experienced eInvoicing Service Manager to lead the design, implementation, and delivery of global e‑invoicing services. This role will be responsible for building scalable service models, driving process standardisation, and ensuring seamless service delivery across multiple regions.
The ideal candidate will have strong expertise in e‑invoicing processes, global service delivery, and operating model design, along with the ability to work in a fast‑evolving regulatory and technology landscape.
Key Responsibilities
- Define and design service delivery models across SSC/RDC structures, including location strategy, CoE setup, and client service centres
- Develop and optimise end‑to‑end e‑invoicing processes, ensuring scalability, efficiency, and cost optimisation
- Own the end‑to‑end service delivery, including service performance, stability, cost, and user experience across regions
- Monitor and manage service performance metrics (KPIs, SLAs, CSAT) and drive corrective actions where required
- Oversee vendor and third‑party providers, ensuring adherence to contractual and service standards
- Manage major incidents and escalations, including root cause analysis and stakeholder communication
- Drive continuous improvement initiatives, including automation, standardisation, and efficiency enhancements
- Lead demand and capacity planning to align service delivery with business needs
- Ensure governance, compliance, and audit readiness across all service processes
- Act as a primary stakeholder interface, managing expectations and driving service improvements
- Maintain service documentation, design standards, and service catalogues
Requirements
- Proven experience in e‑invoicing services, tax technology, or related domains
- Strong understanding of global e‑invoicing processes and regulatory environments
- Experience in service delivery, process design, and operating model setup (SSC/RDC/CoE)
- Exposure to multi‑country/global operations is essential
- Experience working with third‑party e‑invoicing platforms (e.g., Avalara, Sovos, Pagero, Thomson Reuters) preferred
- Strong stakeholder management and client-facing experience
- Ability to manage vendors, service performance, and operational risks
- Strong analytical and problem‑solving skills with a focus on automation and continuous improvement
- Experience in consulting, shared services, or global organizations preferred
