Engagement Manager - Salesforce Field Service

Title: Engagement Manager (Client PM / IT Lead)
Location: Remote
Duration: 6+ Months

Position Summary

We are seeking an Engagement Manager (Client PM / IT Lead) to serve as single accountable lead for the ServiceMax Field Service Pilot with Bolt Data. This role will lead delivery from kickoff through hypercare and the pilot exit decision, filling the SOW Client Project Manager seat and the IT lead or PM requirement identified as a Gate 1 condition.

The Engagement Manager operates between Service Operations and Information Technology, translating technical design and SOW decisions into clear business trade-offs and converting business decisions into executable scope for the implementation team. The role owns the plan, decision log, risks, governance, and cross-functional handoffs. Solution design remains with Bolt Data and Salesforce architecture team, while business-process ownership remains with Service Operations.

Key Responsibilities

• Lead end-to-end pilot delivery from kickoff through hypercare and the pilot exit decision.
• Act as primary counterpart to the vendor Project Manager and co-own the integrated project plan, baseline schedule, RAID log, and decision log.
• Run project governance and delivery cadence including daily and weekly meetings, iteration reviews, solution reviews, steering updates, and gate-readiness reviews.
• Plan and secure resource commitments across Plan & Architect, Construct, Validate, and Deploy & Support phases, including PM, IT, and business SME participation.
• Collaborate with the project team to translate technical architecture into business terms including Salesforce, the vendor-hosted Service Board on AWS, Twilio texting, the Third-Party Service Contractor portal, identity, data model, integration, and photo-storage decisions.
• Frame technical decisions as business trade-offs with cost, delivery, risk, support, and operating-model implications.
• Manage scope against the SOW including notification, user-profile, data-load, training, and hypercare limits; route out-of-scope work through formal change control.
• Coordinate requirements and UAT governance ensuring requirements are approved before build, test scripts are provided before UAT, defects are triaged, and Ready for Production sign-off is obtained.
• Protect acceptance and warranty rights by managing the three-business-day deliverable review window and maintaining required requirement and UAT approvals.
• Establish the post-go-live support model including administrator, support owner, operating-level agreement, run-cost owner, and handoff responsibilities.
• Close the pilot with measured exit criteria, success results, lessons learned, rollout recommendations, and a transition plan.

Governance, Decisions & Deliverables

• Drive timely decisions by bringing options, cost, risk, and recommendations to the correct business or technical decider and recording the outcome.
• Coordinate remaining architecture decisions including post-pilot photo storage, the long-term home for RTS inspection, whether an HLD is required, and how homeowner contact information and text consent enter the pilot.
• Maintain core project artifacts including the project plan, RAID log, decision log, weekly executive status, steering materials, and gate submissions.
• Define pilot success measures and baselines including CSAT, cycle time against the 21-day target, trips per home, and user adoption.
• Produce rollout-readiness inputs including the integration inventory, rollout ROM, support model, and pilot-exit recommendation.

Reporting & Key Relationships

• Executive Sponsor: VP, Service Operations.
• Platform and technical governance: Salesforce Product Owner and Salesforce architecture team.
• Implementation partner: Bolt Data Project Manager, architects, and delivery team.
• Business partners: Service Operations leadership, plant SMEs, Manufacturing, Quality, and Third-Party Service Contractors.
• Enterprise Architecture: engaged for architecture-governance decisions and required design deliverables.

Qualifications (Required)

• 7+ years of experience leading enterprise application implementations, technology pilots, or vendor-delivered programs in a client PM, IT lead, engagement manager, or comparable role.
• Demonstrated experience managing scope, schedule, RAID, decisions, UAT, vendor deliverables, change control, and executive status reporting.
• Strong ability to translate technical architecture, integration, data, identity, security, and support considerations into business decisions.
• Experience coordinating business and IT stakeholders through requirements, design, testing, go-live, hypercare, and operational handoff.
• Strong written and verbal communication skills with the ability to lead workshops, steering discussions, issue resolution, and decision-making.
• Experience with Salesforce or ServiceMax field service, contractor portals, mobile workforce solutions, or service-operations transformation.

EEO