Director of IT, Service Management Architect

The Director of IT, Service Management Architect leads the strategic and technical execution of enterprise post-sales Service Management and Resource Scheduling platforms enhancing the digital customer experience. This role is responsible for architecting scalable, secure, and integrated solutions that support Service management with Service Cases , Resource Scheduling , Labor confirmations , Part Ordering and Part Returns. This role will design and manage applications involved in internal customer engineer workforce interactions on various processes for Install , Warranty and Service execution of heavy equipment's. The role will partner with business stakeholders, product owners, and engineering teams to deliver seamless digital journey and drive operational efficiency for the business.

Key responsibilities:

• Define and execute the IT programs for Service execution aligned with business growth and digital transformation goals.
• Lead cross-functional teams across IT, product, UX, and business operations to deliver key capabilities across phases of the equipment lifecycle.
• Drive platform modernization and integration with ERP (e.g., SAP S/4HANA), CRM and billing systems.
• Collaborate with strategic vendor partners, to identify, evaluate and recommend new business process and business application solutions to address emerging business needs, and develop product and project road maps. 
• Serves as subject matter expert and manages personnel  performing the build, test and deployment of complex business application solutions. 
• Ensures these solutions are technically sound, cost effective and adhere to accepted industry best practices.
• Plans and manages personnel to deliver project and support service in area of responsibility within allocated budget.  

Experience 

• 10-15 years of experience in IT roles, with 10+ years in Service Management for Service/Maintenance and Parts/Products , Resource scheduling and dispatching on digital platforms.
• Working experience & knowledge in the after market Sales & Service activities of discrete product manufacturing global companies such as Service Case execution, resource scheduling, resource assignment and dispatching, Labor confirmation , Pass down reporting , Part ordering , Sales orders , Part Confirmation , Part return processes 
• Implementation experience for service management process using SAP S/4HANA, SAP ERP , SAP Field Service Management FSM , SAP CRM , SAP Service and Asset Manager SSAM , SAP Sales/Service Cloud V2 is desired.

Interpersonal Skills: 

• Excellent communication, leadership and solution architect skills.
• Acts as a trusted partner who understands the customer's business objectives.
• Strong stakeholder engagement skills.
• Ability to work effectively in a fast-paced, dynamic and global environment.
• To succeed , the role requires a high capacity for complexity and a strong ability to understand business needs. 

Education Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.

Travel: up to 25%

Qualifications

Education:

Master's Degree

Skills

Certifications:

Languages:

Years of Experience:

10 - 15 Years

Work Experience:

Additional Information

Shift:

10-Day 8-Hr (United States of America)

Travel:

Yes, 25% of the Time

Relocation Eligible:

Yes

U.S. Salary Range:

$189,000.00 - $260,000.00

The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.

For all sales roles, the posted salary range is the Target Total Cash (TTC) range for the role, which is the sum of base salary and target bonus amount at 100% goal achievement.

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.