I&P GN - SC&E – Manager-Service Management -Warranty Management

Accenture PLC; Bengaluru; On-site; INR 4,000,000 - 8,000,000; Full time

Job summary

Accenture PLC in Bengaluru is seeking a driven, client-focused Manager to build and grow our Service Management capability. You will lead workstreams and teams delivering service strategy, operating model design, analytics, and technology-enabled transformation.

You will partner with leadership and client teams to deliver high-quality outcomes, applying structured project management, Agile ways of working, and data-driven insights across ERP, EAM, FSM, CRM, PLM, IoT, and planning platforms.

Qualifications

• 10+ years of industry and/or consulting experience in service or aftermarket operations.
• Experience delivering process transformation and digital strategy.
• Strong written and verbal communication and executive-facing deliverables.
• Experience with workshop facilitation and KPI design.

Responsibilities

• 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.

Skills

Project management

Stakeholder management

Leadership

Agile methodologies

Data analytics

Power BI

SQL

Problem solving

Education

Engineering, information systems, or relevant degree

MBA or equivalent postgraduate qualification

Tools

SAP S/4HANA

SAP FSM

Salesforce Field Service

IBM Maximo

Oracle

IoT platforms

Job description

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.

Preferred Experience

• 10+ years of industry and/or consulting experience, including meaningful experience in aftermarket, aftersales, maintenance, or service operations.

• Hands-on experience in at least two service domains such as Field Service Management, Connected Service, Maintenance and Asset Management, Warranty, Installed Base, Spare Parts Planning and Logistics, Repair and Returns, or Dealer Service Operations.

• Experience delivering process transformation, operating model, digital strategy, analytics, platform implementation, or service performance improvement initiatives.

• Functional or techno-functional exposure to one or more platforms such as SAP S/4HANA and SAP FSM, IFS Cloud/PSO/FSM, Salesforce Field Service, PTC ServiceMax, IBM Maximo, Oracle, PLM platforms, planning tools, or IoT solutions.

• Experience with business analysis, requirements definition, process mapping, KPI design, business cases, and executive-ready deliverables.

• Working knowledge of service data models, integrations, migration, reporting, Power BI, SQL, AI/ML use cases, or control-tower concepts is advantageous.

• Experience in asset-intensive industries such as Industrial Equipment, Automotive, Aerospace and Defense, High Tech, Medical Devices, Telecommunications, Utilities, Energy, or Life Sciences is preferred.

Your experience counts:

• Structured problem solving, quantitative analysis, and ability to convert data into practical recommendations.

• Clear written and verbal communication, strong workshop facilitation, and confidence with senior client stakeholders.

• Excellent organization, attention to detail, ownership, and ability to work independently in a fast-changing environment.

• Commercial awareness and ability to connect operational improvements to client value and measurable outcomes.

• Collaborative leadership across multicultural, cross-functional, and geographically distributed teams.

• Engineering, operations, supply chain, information systems, or related degree; MBA or equivalent postgraduate qualification preferred.

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