Job Description

Project Manager - Global Service Technology

Department: Global Services PMO
Location: Global
Reports to: Senior Manager, Global Services PMO

Job Description

The Project Manager - Service Technology is responsible for leading the planning, execution, governance, and global deployment of technology-enabled initiatives that transform service delivery, technician productivity, customer experience, and lifecycle support.

This role sits within Global Services and serves as the project management lead for Service Technology initiatives, partnering closely with Product Management, Engineering, IT, Digital Solutions, Regional Services, and other cross-functional stakeholders to ensure technology solutions are designed, implemented, and operationalized with service requirements incorporated from concept through deployment.

The position manages complex, global, cross-functional programs involving digital service platforms, connected technician solutions, service applications, data and analytics, AI-enabled capabilities, knowledge solutions, predictive technologies, workflow automation, and other technologies that enable the future of service delivery.

The role is accountable for establishing project structure, driving execution, managing dependencies and risks, coordinating regional readiness, and ensuring solutions transition effectively into Global Services operations.

Key Responsibilities

1. Service Technology Project Leadership

• Lead global Service Technology projects from initiation through implementation, stabilization, and transition to operations.
• Establish project scope, objectives, milestones, deliverables, governance, resources, and success measures.
• Develop and maintain integrated project plans across Global Services, Product Management, Engineering, IT, Digital, and regional teams.
• Coordinate multiple workstreams, dependencies, vendors, and cross-functional stakeholders.
• Drive accountability for project deliverables and proactively resolve barriers to execution.
• Manage project risks, issues, decisions, assumptions, dependencies, and change requests.

2. Service Requirements & Technology Readiness

• Translate Global Services and field-service requirements into actionable technology project requirements.
• Partner with Service Technology, Product Management, Engineering, IT, and regional teams to validate solution requirements.
• Ensure service processes, technician workflows, customer requirements, data needs, and operational impacts are incorporated into solution design.
• Coordinate Service Design and technology readiness activities throughout the project lifecycle.
• Identify gaps between technology capabilities and operational service requirements and drive resolution.

3. Global Deployment & Regional Readiness

• Lead global deployment planning for Service Technology solutions across regions.
• Coordinate regional readiness activities including process alignment, user acceptance testing, training, communications, documentation, support models, and adoption.
• Establish launch criteria and readiness assessments for global and regional deployments.
• Coordinate hypercare and stabilization activities following implementation.
• Ensure lessons learned and operational improvements are incorporated into subsequent releases and deployments.

4. Governance & Portfolio Management

• Operate within the Global Services PMO governance framework and project lifecycle.
• Prepare project status, executive summaries, dashboards, risk escalations, and decision materials.
• Facilitate project governance meetings and ensure timely escalation of critical issues.
• Maintain visibility to project health, schedule, scope, financial impact, resource requirements, and business outcomes.
• Support portfolio-level prioritization and capacity planning for Service Technology initiatives.
• Ensure appropriate Global Services review and assessment are completed at required project gates.

5. Technology Transformation & Continuous Improvement

• Lead initiatives that improve technician productivity, service efficiency, customer experience, and operational scalability.
• Identify opportunities to simplify service processes through digitalization, automation, AI, analytics, and connected technologies.
• Establish measurable benefits and KPIs for technology-enabled service initiatives.
• Use project data, user feedback, operational metrics, and lessons learned to identify improvement opportunities.
• Support development and continuous improvement of Global Services technology standards, playbooks, processes, and deployment methodologies.

6. Stakeholder & Executive Management

• Serve as the Global Services project management point of contact for assigned Service Technology initiatives.
• Build effective relationships with senior leaders, Product Management, Engineering, IT, regional service organizations, and external partners.
• Communicate complex technology and operational issues clearly to technical and non-technical stakeholders.
• Provide concise, fact-based recommendations to leadership regarding risks, tradeoffs, priorities, and decisions.
• Drive alignment across global and regional stakeholders with potentially competing priorities.

7. Financial, Resource & Vendor Management

• Develop and manage project budgets and resource requirements where applicable.
• Track project financial performance, benefits, and resource utilization.
• Coordinate external technology partners, vendors, and implementation resources.
• Ensure vendor deliverables align with project scope, quality, timeline, and Global Services requirements.

Typical Service Technology Portfolio

Projects may include, but are not limited to:

• Connected technician and field-service applications
• Digital service forms and reporting
• Service workflow automation
• AI-enabled service and knowledge solutions
• Predictive maintenance and predictive service technologies
• Technician productivity and field-service tools
• Service data, analytics, and reporting platforms
• Customer and service knowledge management
• Digital troubleshooting and diagnostic solutions
• Service process digitalization
• Mobile and connected service technologies
• Service technology integrations and platform migrations
• Service readiness for new products and digital offerings
• Technology-enabled service transformation initiatives

Required Qualifications

• Bachelor's degree in Business, Engineering, Information Technology, Operations, Project Management, or a related field.
• 5+ years of project or program management experience in a complex global organization.
• Demonstrated experience leading cross-functional technology, digital transformation, service, or operational improvement initiatives.
• Experience managing projects across multiple regions and functional organizations.
• Strong understanding of project management methodologies, governance, risk management, and change management.
• Demonstrated ability to manage multiple projects and priorities in a matrixed environment.
• Strong communication, facilitation, presentation, and stakeholder-management skills.
• Experience working with technology, digital, data, or enterprise systems teams.

Preferred Qualifications

• PMP, PMI, PRINCE2, Lean Six Sigma, or equivalent certification.
• Experience in field service, industrial technology, manufacturing, data center, infrastructure, or B2B technology environments.
• Experience with AI, analytics, connected products, IoT, digital platforms, or enterprise technology transformation.
• Experience leading global technology deployments and adoption programs.
• Experience with Agile, hybrid, or waterfall project methodologies.
• Experience working with platforms such as Jira, Confluence, Smartsheet, Power BI, SAP, Oracle, Snowflake, Microsoft 365, or similar enterprise tools.
• Master's degree in Business, Technology, Engineering, Operations, or related discipline.

Core Competencies

Global Program Leadership
Ability to lead complex initiatives across regions, functions, and organizational boundaries.

Technology & Digital Acumen
Ability to understand technology capabilities and translate them into practical service outcomes without requiring the role to be the technical solution owner.

Service Orientation
Strong understanding of field service, technician workflows, customer experience, operational readiness, and lifecycle support.

Execution & Accountability
Strong bias toward action, disciplined follow-through, and ownership of project outcomes.

Strategic Thinking
Ability to connect individual technology initiatives to broader Global Services transformation and business objectives.

Executive Communication
Ability to synthesize complex information into clear status, risks, recommendations, and decisions for leadership.

Change & Adoption Leadership
Ability to drive organizational readiness, stakeholder alignment, user adoption, and sustainable operational transition.

Success Measures

Success in this role is demonstrated through:

• On-time and effective delivery of Service Technology initiatives.
• Successful global and regional deployment readiness.
• Improved technician productivity and service efficiency.
• Increased adoption and utilization of deployed technologies.
• Reduction of manual service processes and operational friction.
• Effective management of project risks, dependencies, and escalations.
• Clear alignment between technology solutions and Global Services requirements.
• Measurable business and customer outcomes from technology investments.
• Successful transition of technology solutions into sustainable Global Services operations.

Organizational Positioning

The Project Manager - Service Technology operates as part of the Global Services PMO and provides project leadership for the Service Technology portfolio.

The role partners with:

• Global Services Leadership
• Service Technology / Digital Solutions
• Product Management
• Engineering
• IT
• Regional Service Organizations
• Global and Regional Service Technology Engineers
• Global and Regional Project Managers
• Customer Experience and Field Service organizations
• External technology and implementation partners

The Project Manager is accountable for project execution and service delivery readiness, while technical architecture, product ownership, and engineering ownership remain with the appropriate functional organizations.

Travel Requirements

Up to 20% international travel may be required depending on project needs and global coordination requirements.