- Robot type
- Surgical and Medical
- Location
- SunnyvaleCaliforniaUSA
- Job type
- IT
- Posted
- Aug 19, 2026
Full-time
Senior Manager, Technical Services, Global Business Systems
Job description
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…
Job 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…
- 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.
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 management, communication, and executive presentation skills.
- Experience with Field Service Management platforms, telephony integrations, knowledge management systems, and customer portals a plus