Software Serviceability Expert

Serviceability Expert

As we progress with the Serviceability Transformation of our company, we're looking to onboard a Serviceability Expert focused on Software Offers to deploy our Serviceability Guidelines across the Software Lines of Business.

Joining the Serviceability Excellence Chapter, they will be accountable for for driving Serviceability by Design within the Software LoBs, with emphasis on software platforms, cloud services, embedded firmware, and analytics offers.

You will adapt to evolving team needs and help shape the future operating model for software serviceability.

If you can view our software from a services perspective-and our services from a software engineering perspective-this role is for you.

Main Responsibilities:



* Lead the deployment of Serviceability Guidelines at Squad / Project level for Software Services (diagnostics, observability, updateability, security, circular services for licenses and subscriptions).


* Drive the technical and business enablement of Services through software development lifecycles (requirements, architecture, CI/CD, release & change management).


* Facilitate collaboration between Services and Software Product Squads; embed serviceability gates in backlog refinement and Definition of Done.


* Train the Software LoB community on Serviceability by Design.


* Assess offer serviceability and provide design recommendations on monitoring, diagnostics, self-healing, remote support, and recovery.


* Promote the integration of installed-base tracking features into all relevant software offers.


* Identify the roadmap of software initiatives that can impact Services growth (connected services, premium support, managed services, AI/analytics, etc.).


* Participate in the discovery and innovation phases prescribing features and specifications that enable future services (e.g., role-based telemetry, feature flags, in-app support).


* Drive Services engagement in software programs with a growth mindset, aligning supportability features with commercial service tiers (e.g., EcoCare, Advisor).


* Collaborate closely with Hardware Serviceability Experts to ensure end-to-end serviceability across integrated systems combining software, devices, and equipment-acting as the coordinator to align diagnostics, data flows, and support requirements for offers such as EBO, PME, EPO, and Foresight.


* Influence software architecture through service specifications.


* Evaluate service stakes and revenues linked to software releases and optimizations; contribute to attach-rate and ToTeX assumptions in Business Cases.


* Capture customer and field needs regarding software serviceability (uptime, responsiveness, data residency, compliance) and secure their integration in specifications.


* Act as member of Agile Squads representing the voice of Services, contributing to risk reviews, security reviews, and readiness checkpoints.


* Define and lead preparation o...