Senior Manager, Technical Services, Global Business Systems

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Primary Function of Position: The 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. 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. This is a business role and not a solution (IT) role. Roles and Responsibilities: Business Systems Strategy & Leadership Define and execute the technology roadmap supporting Global Services organizations, including Field Service, Technical Support, Product Support, Digital Technical Support, and Service Operations. 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. Lead a global team of Business Systems Analysts, Administrators, and Product Owners responsible for service-related applications. Service Technology Ownership Own the strategic direction, governance, and lifecycle management of CRM and related / integrated service technologies. Drive enhancements and adoption of CRM capabilities supporting work order and case management, field service operations, technical support / digital technical support, and related customer communications. Partner with enterprise architecture and IT teams to ensure scalable, integrated solutions across CRM, ERP, telephony, customer portals, knowledge management, and other integrated platforms. Oversee system performance, reliability, release management, and continuous improvement activities. Service Process Excellence Partner with Global Services leaders to standardize and optimize service processes across regions and functions. Enable efficient workflows supporting incident management, complaint handling, technical support escalation, field service dispatch and execution, preventive maintenance, and service contract management. Leverage business analytics and KPIs to identify improvement opportunities and measure business outcomes. Promote best practices in technical and digital technical support, field service management, and service operations. Compliance & Validation Ensure all business systems comply with applicable regulatory requirements, including FDA, MDR, ISO 13485, and company quality standards. Lead system validation activities and maintain compliance with GxP, Computer System Validation (CSV), and data integrity requirements where applicable. Partner with Quality and Regulatory teams during audits, inspections, and compliance reviews as required / needed. Maintain documentation, change controls, risk assessments, and validation deliverables for regulated systems per IT process. Program & Portfolio Management Manage a portfolio of service technology initiatives, balancing business priorities, resource constraints, and organizational goals. Lead cross-functional projects involving process transformation, system implementations, integrations, and automation. Establish governance processes for demand management, prioritization, and release planning. Monitor project delivery, budgets, vendor performance, and business value realization with appropriate project management resources. People Leadership Build, develop, and mentor a high-performing global Business Systems team. Foster a culture of accountability, customer focus, continuous improvement, and collaboration. Establish clear goals, performance expectations, and career development plans for team members. Promote knowledge sharing and organizational capability development. Skill/Job Requirements Bachelor's degree in Information Systems, Computer Science, Engineering, Business, or related field or 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 mana

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