Digital Tool Leader

Service Operations Digital Transformation: AI, Process and Tools

Role Purpose

The Service Operations Digital Transformation & Analytics Leader is regional role, responsible for driving end-to-end adoption of digital tools, standardized processes, and AI solutions across the service lifecycle - from tendering and quoting to site execution including the performance management of the said process.

This role acts as a tools and process expert, ensuring that digital solutions are fully embedded into daily operations as a core lever for efficiency, quality, and continuous improvement and works very closely with the LOB, Global teams and country service operations.

Key Focus Areas


* Digital tool adoption and process integration: AI for Service Ops, BFS, CPQ, Service Max, EcoOnline and Unify support.


* Continuous improvement and operational excellence


* Change management and community enablement to build the right capabilities in the countries.

Key Responsibilities:

Digital Tool Adoption & Process Integration


* Drive adoption of core digital tools including BFS, SAP ERP, and CPQ, ensuring consistent usage across service operations.


* Ensure the defined digital ecosystem for Service personas is fully adopted across all operational stages (tendering, planning, execution, reporting).


* Link tools to standardized processes and role-based playbooks, making digital usage intuitive, measurable, and value-adding.


* Act as subject-matter expert on tools, translating system capabilities into operational outcomes.


* Work closely with the deployment machine and owns the adoption of new processes and tools in Service Ops.

Process Assessment & Transformation


* Assess current "As-Is" service processes versus the defined "To-Be" operating model.


* Define and execute transition plans, including clear handshakes with local and regional teams to secure adoption at pace.


* Identify gaps between system capabilities and process execution and propose pragmatic solutions.

Analytics & Continuous Improvement


* Monitor and accelerate digital adoption using data, KPIs, and usage analytics.


* Identify performance bottlenecks and improvement opportunities tied to tool usage, data quality, and process adherence.


* Drive continuous improvement initiatives using structured problem-solving and data-driven prioritization.


* Ensure tools are used not just for reporting, but for predictive insights and operational decision-making.

AI & Innovation Enablement


* Support the adoption of new initiatives related to AI, automation, and advanced analytics in service operations.


* Identify high-value use cases where AI can simplify workflows, improve decision quality, or reduce manual effort.


* Partner with digital, IT, and transformation teams to pilot and scale innovations.

Community Building & Change Management


* Animate a digital and operations community, promoting best practices, lessons ...