Deputy General Manager - IT

Our Story
Blue Star is India's leading Heating, Ventilation, Air conditioning and Commercial Refrigeration (HVAC&R) Company with modern manufacturing facilities including the new state-of-the-art deep freezer facility at Wada, and Blue Star Climatech Limited’s world-class facility at Sri City; 3132 employees, and 4040 channel partners. The Company has manufacturing facilities at Dadra, Himachal Pradesh, Wada and Ahmedabad, which use modern, state-of-the-art manufacturing equipment to ensure that the products have consistent quality and reliability. The Company has a manufacturing footprint of more than 1 lakh sq m, with the mainstay of product development and R&D being energy-efficiency, coupled with eco-friendly and sustainable products
What Your Role Entails
The role will be responsible for translating business and service-transformation objectives into a
scalable Salesforce architecture covering Salesforce Service Cloud, Salesforce Field Service,
integrations, digital channels, automation, analytics and AI/GenAI capabilities
What You’ll Do:
1. Salesforce Architecture & Solution Design
• Own the end-to-end Salesforce architecture for Service 2.0.
• Define the target-state architecture across Salesforce Service Cloud, Salesforce Field
Service, Experience Cloud/digital channels and supporting Salesforce
capabilities.
• Translate business requirements and service-process designs into scalable, secure and
maintainable Salesforce solutions.
• Define application, data, integration and security architecture.
• Establish architecture principles, design standards and reusable patterns.
• Evaluate new Salesforce capabilities and recommend their adoption where they create
measurable business value.
• Ensure the architecture remains scalable for future service transformation initiatives.
2. Field Service & Technician Transformation
• Architect Salesforce Field Service solutions supporting the complete technician lifecycle.
• Design solutions for work-order management, intelligent scheduling, dispatch,
technician allocation, capacity planning, mobility and digital proof-of-work.
• Enable optimisation of technician productivity, travel, skill matching, SLA adherence and
first-time-fix.
• Design mobile-first experiences suitable for a large and diverse pan-India technician
ecosystem.
• Ensure solutions work effectively across service partners and varying operating models.
3. Customer Service & Digital Experience
• Architect end-to-end customer journeys across complaint registration, service request,
appointment, technician visit, repair, closure and renewal.
• Design WhatsApp-first and digital self-service journeys integrated with Salesforce.
• Define architecture for GenAI-powered service bots and assisted customer-service
journeys.
• Enable consistent customer interactions across digital and assisted service channels.
• Ensure customer, asset, warranty and service history are available as a unified view.
4. Integration Architecture
• Own the Salesforce integration architecture with SAP, partner systems, WhatsApp and
other enterprise applications.
• Define API, event-driven and bi-directional integration patterns.
• Ensure reliable synchronisation of customer, product, asset, warranty, service and
transaction data.
• Establish standards for integration security, monitoring, error handling, retry mechanisms
and performance.
• Work with integration architects and technology teams to build a scalable integration
backbone.
5. AI, GenAI & Intelligent Service
• Define the architecture for AI/GenAI use cases within the service ecosystem.
• Identify opportunities to leverage AI for:
o Customer self-service and service bots
o Case classification and summarisation
o Technician assistance
o Smart ticket allocation
o Capacity and demand forecasting
o Audit and anomaly detection
o Predictive service analytics
• Ensure AI solutions are integrated appropriately into Salesforce workflows and user
experiences.
• Establish appropriate governance around data, security, accuracy and responsible AI
adoption.
6. Data, Analytics & Performance Management
• Define the Salesforce data architecture supporting service analytics and reporting.
• Ensure data quality, consistency and availability across the service ecosystem.
• Enable role-based dashboards for service leaders, managers, partners and field teams.
• Work with data and analytics teams to enable predictive service insights.
• Establish architecture that supports measurement of key business outcomes such as
warranty cost, FTF, TAT, technician productivity and customer satisfaction.
7. Governance & Technical Leadership
• Act as the technical authority for Salesforce architecture within Service 2.0.
• Review and approve solution designs, technical specifications and major changes.
• Establish Salesforce development, configuration, integration and release-management
standards.
• Drive technical debt reduction and platform optimisation.
• Ensure appropriate Salesforce licensing and platform utilisation.
• Conduct architecture reviews and ensure adherence to enterprise architecture and security
standards.
• Mentor Salesforce developers, administrators and implementation partners.
8. Partner & Programme Management
• Work closely with Salesforce, system integrators and technology partners.
• Provide technical direction to implementation partners and ensure adherence to the target
architecture.
• Challenge solution designs where required and ensure commercial and technical decisions
are aligned.• Support programme planning, estimation, prioritisation and technology-roadmap
decisions.
• Ensure successful transition from implementation to sustainable operations and support.
Your success is grounded in
Bachelor's degree in Computer Science, Information Technology, Engineering or a related
discipline.
10–15+ years of overall technology experience, with significant experience in
Salesforce architecture and enterprise application transformation.
Strong hands-on architecture experience across Salesforce Service Cloud and
Salesforce Field Service.
Experience designing large-scale Salesforce implementations involving complex
integrations and multiple stakeholder groups.
Experience in field service, after-sales service, customer service or service transformation
is highly desirable.
Experience working with large distributed field/service networks is an advantage.
Experience in enterprise-scale digital transformation programmes involving multiple
technology platforms.
Interested candidates can share your resume to Recruiter4@bluestarindia.com
Where you’ll be
This role is based in Vikhroli,Mumbai.
At Blue Star, you are not just another employee; you're part of a vibrant community that values innovation, dedication, and teamwork. We believe in investing in our people and providing opportunities for professional growth and development. You’ll be empowered to take ownership of your role and make a difference in the lives of our customers and colleagues. If you’re ready to take on this exciting challenge and make a real impact, we would love to hear from you!

Work arrangement
No