Role OverviewThe Senior Manager, Technical Services Business Systems is responsible for the strategy, delivery, optimization, and support of business systems that enable Global Services functions, including Field Service, Technical Support, Product Support, and Digital Technical Support teams. This role leads a team of business systems professionals (product owners and analysts) and partners closely with Global Services leadership, IT, and cross-functional stakeholders to deliver scalable, compliant, and efficient technology solutions.
What You Will Do
Define and execute the technology roadmap supporting Global Services organizations, align business systems capabilities with organizational objectives, growth strategies, and customer experience goals, serve as a trusted advisor to Global Services leadership on technology investments, process optimization, automation, AI opportunities, and operational improvements.
Why It Might Be a Fit
The ideal candidate combines deep expertise in CRM platforms such as Salesforce, service management processes, and regulated system governance to drive operational excellence, customer experience improvements, and digital transformation initiatives across a global medical device organization.
Requirements
- Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or related field
- 10+ years of experience supporting enterprise business systems, CRM platforms, or service management technologies
- 5+ years of people leadership experience managing technical or business systems teams
- Experience supporting Field Service, Technical Support, Product Support, or similar organizations
- Demonstrated success leading complex global technology initiatives and cross-functional teams
- Experience operating within regulated industries, preferably medical device, healthcare, life sciences, or pharmaceutical environments
- Knowledge of GxP, Computer System Validation (CSV), change control, and quality management processes
- Strong stakeholder management, communication, and executive presentation skills
- Experience with Field Service Management platforms, telephony integrations, knowledge management systems, and customer portals a plus
- Familiarity with AI-enabled service solutions, automation technologies, and analytics platforms
Benefits
- Market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity
- Base compensation ranges listed
- Equal Opportunity Employer
- U.S. Export Controls Disclaimer
- Fair chance laws
- Market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity
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