Senior IT Manager - ServiceMax Platform Operations

Senior Manager IT - ServiceMax

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)

Pune

Job 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

Experience Level

Senior Level