Company : Eureka Forbes Limited
Location : Mumbai HO
Department : Service Operations, Centre of Excellence (CoE)
Reports to : Head Service Operations, CoE
Position Level : Manager (M2)
Team Size : 13 (2 direct reportees in Mumbai HO + 11 in regional teams PAN India)
About Eureka Forbes
Eureka Forbes is a leading Indian consumer durables company with a rich legacy of empowering health and hygiene.
We are committed to innovation and providing best-in-class products and services to millions of households across India.
As we continue our journey of digital transformation, we seek dynamic leaders who can drive technological advancements within our Service ecosystem to enhance efficiency, customer satisfaction, and business growth.
Role Overview :
As the Program Manager (Service IT) and Head EVC, you will be a critical leader responsible for spearheading all IT projects within the Service business vertical.
This pivotal role involves owning the end-to-end delivery of digital transformation initiatives, ensuring seamless integration of technology to enhance service efficiency, customer experience, and operational targets.
You will act as the crucial bridge between business requirements and IT implementation, leading a diverse team and collaborating with cross-functional stakeholders across the organization.
Your Role and Responsibilities :
Program & Project Management :
- Program manage and take full ownership of the end-to-end delivery of all IT projects specifically pertaining to the Service business.
- Drive key digital transformation projects, including the Technician App, CRM system enhancements (specifically Microsoft Dynamics 365), and other core service IT systems.
Business Requirement Analysis & Documentation :
Deeply understand current service business priorities and thoroughly analyze existing IT processes and systems.Identify critical gaps in current system efficiency and prepare comprehensive Business Requirement Documents (BRDs) to articulate necessary upgrades and alignments of IT systems / processes to enable the business to achieve its targets.Cross-Functional Liaising & Coordination :
Liaise on a daily basis with the central IT team, product management team, and external IT system vendors to effectively program manage the implementation of requirements outlined in the BRDs.Ensure timely execution and alignment across all involved parties.User Acceptance Testing (UAT) :
Perform rigorous User Acceptance Testing (UAT) on behalf of the business team to validate all changes and new features before they are deployed live into the production environment.Master Data Management Ownership :
Take complete ownership of master data management within the CRM system, ensuring data accuracy, integrity, and consistency.Training & Enablement :
Create comprehensive training modules and effectively impart training sessions to field teams across India on new and existing IT systems and processes.Data Support & MIS :
Provide essential support to the business for ad-hoc data requests and assist in the preparation of Management Information System (MIS) reports.Regional Team Management & Support :
Oversee and ensure that direct reportees in regional teams provide timely and effective support to business partners.Guarantee that all IT-related tickets raised by partners are closed within the defined Service Level Agreement (SLA) of 24 hours.Continuous Improvement :
Proactively identify areas for improvement to reduce the overall number of IT-related tickets being generated.Implement structured solutions and process enhancements to prevent recurring issues and improve system stability.What We Are Looking For :
Experience : Dynamic professionals with 4-8 years of experience in IT program management, preferably within the consumer durables or service industry.Results-Oriented & Proactive : Eager and willing to go above and beyond to deliver exceptional results and drive initiatives to completion.Cross-Functional Leadership : Someone who is comfortable leading and collaborating effectively with diverse Cross-Functional Teams (CFTs), including IT, Finance, Field Service, Marketing, and external vendors, to achieve shared objectives.Education : Minimum Bachelors degree in Computer Science, Information Technology, or Electronics.A Masters degree is not mandatory.Key Technical Skills :
Strong working knowledge of Service CRM systems, especially Microsoft Dynamics (D365).Familiarity with SAP (Enterprise Resource Planning).Experience with Field Service Apps or similar mobile application platforms for service technicians.Proficiency in Master Data Management principles and practices.Competency in Data Analytics to derive insights and support decision-making.Why Join Eureka Forbes ?
At Eureka Forbes, you will be part of a purpose-driven organization that impacts millions of lives.This role offers a unique opportunity to lead critical digital transformation initiatives, shaping the future of our service operations.You will work in a collaborative environment that values innovation, empowers its employees, and offers significant scope for professional growth and leadership development.Join us to make a tangible difference and drive excellence in service deliveryref : hirist.tech)
