About this role
Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end markets such as transportation, building and construction, and consumables. As a globally inclusive company, Eastman employs approximately 13,000 people around the world and serves customers in more than 100 countries. The company had 2025 revenue of approximately $8.8 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com . 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 Eastman Chemical Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, pregnancy, veteran status or any other protected classes as designated by law. Eastman is committed to creating a highly engaged workforce, where everyone can contribute to their fullest potential each day.