Digital Service Operations & Support Manager

The Digital Service Operations & Support Manager is responsible for the effective deployment, operation, and continuous support of digital service solutions. This role oversees a team that trains, qualifies, and assists field teams to ensure seamless service execution and high customer satisfaction.

Reporting to the Head of Digital Service Solutions, the manager collaborates closely with Digital Product Managers, and Product Care Management to integrate, maintain, and optimize digital services on a global scale.

Key Responsibilities:

Strategic Responsibilities:

• Service Digital Portfolio Execution: Lead the implementation and operationalization of digital service solutions to enhance efficiency and effectiveness. Support HBU and LSUs with digital service solution delivery (e.g., edge-device configuration, commissioning of data acquisition units, IoT provisioning and configuration, etc.)
• Training & Certification: Develop and implement certification pathways to equip field teams with the necessary skills for digital service operations.
• Process Standardization: Establish and enforce governance frameworks for operational processes, ensuring consistency across global teams.

Operational Responsibilities:

• Installed Base Mgmt.: support Global Product Care to ensure edge-device installed base lifecycle is controlled: firmware & software versioning, physical/cybersecurity compliance obsolesce mgmt.
• Deployment & Support: Ensure smooth integration and ongoing support of digital services within field operations.
• Incident Management & Troubleshooting: Serve as the Level-3/4 escalation point for digital service-related issues, collaborating with IT and engineering teams for resolution.
• Performance Monitoring & Reporting: Establish and track KPIs for digital service performance, leveraging data-driven insights for continuous improvement.
• Customer & Partner Support: Provide operational assistance to customers and partners, ensuring a seamless adoption experience.

Collaboration & Governance:

• Cross-Functional Coordination: Work closely with R&D, Product Managers, and Product Care Management to enhance service operations.
• Collaborate closely with the Product Care team to track and analyze the digital/edge installed base, ensuring proactive planning for upgrades, maintenance, and obsolescence management to sustain service efficiency and reliability.
• Compliance & Security: Ensure adherence to cybersecurity, data privacy, and regulatory standards in digital service operations.

Financial Responsibilities:

• Cost Optimization: Oversee operational budgets to ensure cost efficiency in digital service execution.
• Efficiency Improvement: Identify opportunities for cost-saving initiatives and automation to enhance service delivery.