I&P GN - SC&E – Manager-Service Management -Return & Repair

Role Description: 

We are looking for a driven, client-focused Manager with strong communication and problem-solving skills to build and grow our Service Management capability. The role works with leadership and client teams to improve aftermarket and service operations through strategy, process redesign, operating-model change, data and analytics, automation, and technology enablement. 

The Manager leads project workstreams and teams of Analysts and Consultants, ensuring high-quality delivery and supporting capability growth. 

Key responsibilities include: 

• Lead workstreams and small-to-medium project teams delivering service strategy, operating model, process redesign, analytics, and technology-enabled transformation. 

• Diagnose client challenges across field service, maintenance, connected service, warranty, installed base, spare parts planning, inventory, fulfillment, repair, returns, and dealer or partner operations. 

• Facilitate client workshops, current-state assessments, fit-gap analyses, process design sessions, and requirements definition with business and technology stakeholders. 

• Design target processes, capabilities, governance, KPIs, business requirements, benefits cases, and implementation roadmaps for service transformation. 

• Translate business needs into functional designs and collaborate with technology teams across ERP, EAM, FSM, CRM, PLM, IoT, planning, analytics, and control-tower platforms. 

• Develop data-led solutions using service, asset, installed-base, work-order, warranty, parts, inventory, supplier, and customer data to improve uptime, service levels, productivity, cost-to-serve, and working capital. 

• Manage day-to-day delivery, plans, risks, issues, dependencies, quality, and stakeholder communication using structured project management and Agile ways of working. 

• Coach Analysts and Consultants, review deliverables, and contribute to an inclusive, high-performing team environment. 

• Support proposals, RFP responses, solution development, estimates, client presentations, reusable assets, thought leadership, and points of view.