Manager, Digital Transformation, Customer Service

Drive CS&S workstream deliverables across field service, spare parts, entitlements, and service contracts. Drive design and deployment of Field Service Management modules, Case Management, and Entitlement solutions for field service and customer engagement. Own testing readiness (SIT, UAT, regression) and cutover planning for business continuity. Lead SMEs, technical teams, and offshore resources to deliver on field service scope. Provide mentorship, coordination, and accountability across sub-teams (cutover, data migration, knowledge management, case management). Influence stakeholders and drive alignment with senior leadership. Bachelor's degree with 12 years related experience; or 8 years and a Master's degree; or a PhD with 5 years experience; or equivalent experience. 8-10 years of experience in Customer Service, Aftermarket Operations, or Digital Transformation in a global, complex capital equipment manufacturing environment. Hands-on experience with SAP S/4HANA Service Cloud, Dynamics 365 Customer Service & Field Service, Jira, ADO, Signavio, and Visio. Strong understanding of process re-engineering, including field service, spare parts, entitlements, service contracts, and install base management. Skilled in program management: risk identification, governance, testing coordination, and cutover planning. Excellent stakeholder management and communication skills. Execution-focused with the ability to translate business needs into system designs. Strong problem solver who raises risks early and provides solutions. Influences and drives change by driving partnerships and alignment across the organizations. AI-Machine Learning concepts and experience with ML technology. Demonstrates a growth mindset and has an eye for the art of the possible. Act as a business liaison between CS&S and other workstreams (Plan-to-Fulfill, Idea-to-Retire, Quality, Engineering, Spares Ops). Identify and escalate cross-functional risks and dependencies through the Program Management Office (PMO) and governance boards. Collaborate with cross-functional Business Unit leaders to ensure CS&S inclusion in Release 1 and preparation for future releases. Process Reengineering & Optimization: Translate business requirements into future-state processes and technical design specifications in partnership with IT architects and ensure traceability of requirements through design, build, and testing phases using tools such as Jira and MS ADO. Lead process mapping workshops using standard process methodologies to define “as-is” vs “to-be” states. Identify and eliminate process inefficiencies, redundancies, and manual workarounds through automation and system enablement. Partner with IT architects to ensure processes are documented and fully embedded in system design. Support Release 1 stabilization and plan for future release readiness.