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 of Services trainings for new software offers, size the application opportunity by geography, and ensure regional implementation.
• Initiate early actions for sunset/withdrawal of software components and services, coordinate End of Commercialization and migration paths with Services.
• Develop a Project Management Plan for Service deliverables aligned with the release/launch plan (licenses, support portals, documentation).

• Software LoBs: Product Owners, Scrum Masters, Designers, Quality and Industrialization Leaders, EcoDesign Leaders, Software Architects
• Services Squads: Product Owners, Offer Design Experts, Scrum Masters

• Services attachment rate in Software Business Cases.
• Serviceability Index for software portfolio.
• Release readiness KPIs.

• Strong knowledge of software service operations and customer applications (SaaS, on-prem, edge).

• Experience with observability (logs/metrics/traces), diagnostics, incident management (ITIL/SRE), and update mechanisms (CI/CD, OTA).
• Presentation and training skills; ability to translate technical topics into field-ready guidance.
• High collaboration, influence, and assertiveness across software engineering and services.
• Background in software engineering, SRE/DevOps, or support engineering; familiarity with cybersecurity and compliance.

• Strong initiative, critical thinking, and problem-solving; plan and organize in multi-squad environments.

• Decision-making and risk management; ability to work cross-functionally.
• Multi-tasking with high-quality outcomes; strong analysis and synthesis capabilities.
• Domain knowledge in Energy Management software (platforms, analytics, EMS, BMS) is a plus.

• Fluent English