Service Management Manager - Return & Repair

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.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

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