Role Overview:

Own the end-to-end solution on field service and aftermarket pursuits in a BPO supply chain practice. This includes the operating model, parts and service network design, FTE and pricing construct, and the transition and transformation roadmap. You will defend the solution with the client.

What you own:

The solution on field service and aftermarket pursuits, from qualification to signature and into early transition. You sit between Sales and Delivery, ensuring the solution is credible to the client's service leadership, deliverable by the teams who inherit it, and priced to the committed margin.

Responsibilities:

Deal solutioning:

- Lead the solution workstream on pursuits of USD 5M - 50M+ TCV, from qualification through orals.

- Run discovery: process walkthroughs, volumetrics, FTE baselining, system landscape, SLAs, and service cost base.

- Write the solution sections of RFI, RFP and proactive proposals, including assumptions and risk register.

- Hold pricing, transition, technology, HR and delivery to the bid calendar.

Operating model and network design:

- Design the to-be model: process scope and splits, onshore-offshore-nearshore footprint, span of control, and shift coverage.

- Size the service parts network and back-office functions.

- Build the volumetric and FTE model: productivity, shrinkage, seasonality, and ramp to steady state.

- Define SLAs, KPIs, and service credits.

Commercials:

- Shape the pricing construct with finance: FTE, transaction, outcome-linked or gainshare.

- Test against deal margin thresholds and rescope where necessary.

- Build the client business case in terms their finance team will accept.

Transition and transformation:

- Design the wave plan, knowledge transfer, parallel run and acceptance criteria.

- Build the roadmap beyond lift-and-shift: process standardisation, control-tower constructs, automation, and analytics.

Client engagement:

- Present and defend the solution to service, procurement and finance leadership, including CxO orals.

- Handle clarifications, negotiation rounds and BAFO iterations.

Domain expertise:

You should have depth in at least four areas: Service parts planning, Parts inventory and network, Reverse logistics and repair, Field service operations, Warranty and claims, Service contracts and entitlement, Aftermarket commercial, Master data, Systems (SAP, Syncron, etc.), and Automation.

Experience:

- 12+ years in supply chain or service operations, with 4+ in solution design, pre-sales, bid management or consulting.

- Hands-on service parts supply chain experience.

- Ownership of at least three closed deals or transformation programmes.

- Experience designing offshore or hybrid delivery from India.

- Bachelor's degree in engineering, supply chain or operations.

Good to have:

- MBA, APICS CSCP/CPIM, or Lean Six Sigma Black Belt.

- Industry exposure in industrial equipment, medical devices, high-tech, automotive, energy or telecom.