Summary
About this role
When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.
Job Title
Senior Manager IT - ServiceMax
Location(s)
PuneJob Description
Key Responsibilities:
Service Ownership & Operational Excellence
- Act as the primary owner of ServiceMax platform operations, ensuring stability, scalability, and secure functioning of field service applications.
- Oversee dispatch console, work order management, entitlements, warranties, and installed base processes in ServiceMax.
- Lead proactive monitoring, performance tuning, and lifecycle management of ServiceMax environments (sandbox, QA, production).
- Ensure seamless data orchestration between ServiceMax, Salesforce (Sales/Service Cloud, CPQ), and SAP using middleware (Boomi).
- Establish robust incident, problem, and change management processes tailored to ServiceMax operations.
- Accountable for stable, reliable, and secure operations across all enterprise applications, ensuring adherence to defined SLAs and KPIs.
Business Relationship Management
- Partner with Field Service Operations, Service Leaders, and Customer Support to translate business requirements into ServiceMax solutions.
- Enhance mobile technician experience (iOS/Android app performance, offline functionality, parts ordering, service reports).
- Ensure alignment of ServiceMax capabilities with end-to-end Service Lifecycle processes (Case > Work Order > Dispatch > Execution > Billing).
- Drive adoption of installed base tracking, asset management, and preventive maintenance modules within ServiceMax..
Innovation, Automation & Transformation
- Drive ServiceMax platform evolution through automation (Flows, Dispatch Optimization, Scheduling Engine) and AI-driven service insights.
- Lead initiatives for IoT-enabled predictive maintenance and integration of connected device data with ServiceMax.
- Oversee rollout of self-service portals and customer communities integrated with ServiceMax for case logging, service history, and tracking.
- Collaborate with enterprise architects to ensure ServiceMax roadmap aligns with digital service transformation strategy.
Vendor & Partner Management
- Manage ServiceMax implementation partners and Salesforce vendors, ensuring delivery quality, SLA adherence, and proactive solutioning.
- Build governance around ServiceMax licensing, entitlements, and compliance.
- Evaluate vendor effectiveness and recommend partner strategy adjustments where required.
- Basic Qualifications
Required Qualifications & Experience
- Bachelor’s or Master’s in Computer Science, Information Systems, or related field.
- 10+ years in IT applications with 5+ years direct ServiceMax ownership/leadership.
- Hands-on expertise in ServiceMax configuration, dispatch console, work orders, entitlements, contracts, mobile app, and analytics.
- Deep knowledge of field service processes: dispatch, preventive maintenance, resource scheduling, and SLA tracking.
- Proven experience integrating ServiceMax with Salesforce CPQ, SAP, and MDM platforms using Boomi (or equivalent).
- Salesforce certifications (Administrator, Service Cloud) and ServiceMax Certified Admin/Advanced Admin preferred.
- Track record of leading global support and delivery teams with vendor oversight.
- Strong grounding in ITIL processes, Agile/Waterfall delivery, and platform governance.
Preferred Characteristics
- Sense of urgency, proactive and have good functional and technical understanding
- Exceptional stakeholder management skills, with experience engaging business functions
- Lead vendor team in achieving high-performance across responsibility area
- Foster a culture of accountability, collaboration, innovation, and customer focus.
- Eger to learn and take up new challenges
Other facts
About PerkinElmer
For 85 years, PerkinElmer has pushed the boundaries of science in our food, industrial, life science and environmental markets. In addition to innovative laboratory technologies, our OneSource services division delivers a highly trained, experienced, and collaborative team of service engineers with solutions scalable and customizable to serve laboratory needs.
We’ve always pursued science with a clear purpose – to help our customers achieve theirs. Our expert team brings technology and intangibles, like creativity, empathy, diligence, and a spirit of collaboration, in equal measure, to fulfill our customers’ desire to work better, innovate better, and create better.
PerkinElmer is a leading, global provider of technology and service solutions that help customers measure, quantify, detect, and report in ways that help ensure the quality, safety, and satisfaction of their products.
Science with Purpose. Learn more at www.perkinelmer.com.
What you'll do
- The Senior Manager IT - ServiceMax will act as the primary owner of ServiceMax platform operations, ensuring stability and operational excellence. Responsibilities include overseeing dispatch console, work order management, and driving platform evolution through automation and AI-driven insights.
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