Digital Tool Leader

The Service Operations Digital Transformation & Analytics Leader is regional role, responsible for driving end-to-end adoption of digital tools, standardized processes, and AI solutions across the service lifecycle - from tendering and quoting to site execution including the performance management of the said process. This role acts as a tools and process expert, ensuring that digital solutions are fully embedded into daily operations as a core lever for efficiency, quality, and continuous improvement and works very closely with the LOB, Global teams and country service operations.

Key Focus Areas

• Digital tool adoption and process integration: AI for Service Ops, BFS, CPQ, Service Max, EcoOnline and Unify support.
• Continuous improvement and operational excellence
• Change management and community enablement to build the right capabilities in the countries.

Key Responsibilities

• Digital Tool Adoption & Process Integration: Drive adoption of core digital tools including BFS, SAP ERP, and CPQ, ensuring consistent usage across service operations.
• Ensure the defined digital ecosystem for Service personas is fully adopted across all operational stages (tendering, planning, execution, reporting).
• Link tools to standardized processes and role-based playbooks, making digital usage intuitive, measurable, and value-adding.
• Act as subject-matter expert on tools, translating system capabilities into operational outcomes.
• Work closely with the deployment machine and owns the adoption of new processes and tools in Service Ops.
• Process Assessment & Transformation: Assess current As-Is service processes versus the defined To-Be operating model.
• Define and execute transition plans, including clear handshakes with local and regional teams to secure adoption at pace.
• Identify gaps between system capabilities and process execution and propose pragmatic solutions.
• Analytics & Continuous Improvement: Monitor and accelerate digital adoption using data, KPIs, and usage analytics.
• Identify performance bottlenecks and improvement opportunities tied to tool usage, data quality, and process adherence.
• Drive continuous improvement initiatives using structured problem-solving and data-driven prioritization.
• Ensure tools are used not just for reporting, but for predictive insights and operational decision-making.
• AI & Innovation Enablement: Support the adoption of new initiatives related to AI, automation, and advanced analytics in service operations.
• Identify high-value use cases where AI can simplify workflows, improve decision quality, or reduce manual effort.
• Partner with digital, IT, and transformation teams to pilot and scale innovations.
• Community Building & Change Management: Animate a digital and operations community, promoting best practices, lessons learned, and success stories.
• Support change management by coaching teams on why and how to use tools effectively.
• Act as the voice of the country/region, escalating adoption barriers, system risks, or process gaps to the central deployment organization.
• Provide structured feedback and insights to enhance future tool releases and deployments.
• Key Differentiator: Tools & process expert who leads digitalization and technological innovation.
• Ensures digital tools are embedded into daily operations, not used as standalone systems.
• Recognized as a trusted partner who translates technology into measurable operational excellence.

Required Skills & Competencies

• Technical & Analytical: Strong expertise in enterprise systems (ERP, CPQ, field service tools).
• Technical & Analytical: Solid analytical mindset with the ability to interpret operational data and KPIs.
• Technical & Analytical: Experience linking tools, data, and standardized processes.
• Operational & Transformation: Strong understanding of service operations and end-to-end execution models.
• Operational & Transformation: Proven experience in process standardization, improvement, and scaling.
• Operational & Transformation: Ability to manage complex transformations across multiple stakeholders.
• Leadership & Influence: Excellent communication and stakeholder management skills.
• Leadership & Influence: Ability to influence without direct authority.
• Leadership & Influence: Comfortable operating across global, regional, and local teams.

Success Measures

• Digital tool adoption and usage rates
• Reduction in process deviations and manual workarounds
• Improved service KPIs driven by tool usage
• Speed and quality of deployment of digital and AI initiatives

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.