Digital Service Operations & Support Manager

Digital Service Operations & Support Manager The Digital Service Operations & Support Manager is responsible for the effective deployment, operation, and ongoing support of digital service solutions. This role manages 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 with Digital Product Managers and Product Care Management to integrate, maintain, and optimize digital services globally. Key Responsibilities Strategic Responsibilities Service Digital Portfolio Execution: Lead the implementation and operation of digital service solutions to improve efficiency. Support HBU and LSUs with digital service delivery (e.g., edge-device configuration, commissioning data acquisition units, IoT provisioning). Training & Certification: Develop certification pathways to equip field teams with necessary skills for digital services. Process Standardization: Establish governance frameworks for operational processes to ensure consistency across global teams. Operational Responsibilities Installed Base Management: Support Global Product Care to control the lifecycle of installed edge devices, including firmware/software versioning and cybersecurity compliance. Deployment & Support: Ensure smooth integration and support of digital services in field operations. Incident Management & Troubleshooting: Serve as escalation point for digital service issues, collaborating with IT and engineering teams. Performance Monitoring & Reporting: Track KPIs for digital service performance and use data-driven insights for improvements. Customer & Partner Support: Provide operational assistance to ensure seamless adoption. Collaboration & Governance Cross-Functional Coordination: Work with R&D, Product Managers, and Product Care to improve service operations. Base Tracking & Maintenance: Collaborate with Product Care to monitor and analyze the digital/edge installed base, planning upgrades and maintenance. Compliance & Security: Ensure adherence to cybersecurity, data privacy, and relevant regulations. Financial Responsibilities Cost Optimization: Manage operational budgets for cost-effective digital service delivery. Efficiency Improvement: Seek opportunities for cost savings and automation. Locations include London, Helsinki, Lodi, Mannheim, Raleigh, Stoney Creek, Vaesteras, and Zurich. Employment type: Full-time, Management level: Mid-Senior. J-18808-Ljbffr

Location: provincia-di-lodi, IT

Posted Date: 5/10/2025