Services Knowledge Management Leader

Within Services LoB Offer Process Design CoE, this role aims to define and implement a robust Knowledge Management Model (people / process / technology), to maximize the value of SE expertise within Services offer delivery One of the key value driver of EcoCare is to offer to EcoCare members or Partners a direct access to Schneider Electric Expertise, with outstanding quality, everywhere. The purpose of this role is to lead the program up to the successful implementation at scale of an Expert Support delivery model, and full handover to operations. Customer Journey : define the touch points requiring access to knowledge during offer delivery lifecycle : external / internal persona, SLA’s (if any), process and tools Knowledge base : Identify the knowledge base required for expertise support, in line with Services LoB offer roadmap : e.g., R&D, Services Knowledge, Support Cases, Factories (Repair, Ecofit centers…), etc… Build a model and define the tools to structure the expert knowledge base, ensure the quality of the information and easiness to use within the service delivery process (e.g., search engine, consumption by AI ‘co-pilot’, etc…) Operating model and expertise mapping : Map the Expertise network WW by key technology required for EcoCare offers. Deliver to operations (geographies and technical chapter) a tool to manage their expert network and ensure the constant adequation with customers requirements (blueprint, SLA, etc.) - Leverage existing Competency Management tool and propose any evolution – Act as global owner of the Competency Management tool, in collaboration with business stakeholders and Schneider digital Define & maintain the Skills / Expertise master data for services Define an animation model of Experts community, including associated tools (peer-to-peer interactions, training, etc.) Digitization : all above requires to be enabled by a global digital ecosystem and AI for scalability, easiness to use and quality and delivery. Use of Agile methodology, within Services LoB offer creation lifecycle. Interfaces

• Services LoB chapter : technical, digitization, process
• Services LoB offer creation teams
• HR business partner
• Customer Support
• Schneider Digital Services practice
• AI Hub
• Connected Services Hubs
• Services Operations and Commercials Qualifications
• Strong experience in Services and / or Customer Support organization
• Excellent project management skills with Agile mindset.
• Good technical knowledge on SE products
• Demonstrated ability to work in a very transversal, across multiple organizations, and cross-cultural environment
• Digital championship and IT knowledge
• Innovative mindset ; knowledgeable and curious about data driven solutions and their application to Services Business Schedule : Full-time Req : U35