Sr. Manager, Global Service Systems

About the Role

We are seeking a strategic, collaborative Sr. Manager, Global Service Systems to strengthen the systems, tools, and processes supporting our global service organization.

In this role, you will connect service teams, business leaders, and Information Technology (IT) partners to ensure our systems enable colleagues to deliver efficient, consistent, and high-quality customer service. You will develop and maintain the global service systems roadmap, prioritizing improvements, capabilities, and investments that increase productivity, simplify workflows, and enhance the customer experience.

This expanded leadership opportunity brings together service systems strategy, continuous improvement, service product management, and collaboration with global technical support. You will help shape how technology supports service delivery across customer care, field service, repair depots, and technical support.

You will also identify opportunities to leverage artificial intelligence (AI), automation, and digital solutions to improve the way service teams work and create measurable business value.

What Will You Do?

• Own the service systems roadmap: Partner with service, business, and IT leaders to establish priorities, identify capability gaps, and develop a roadmap with clear objectives, timelines, investment needs, and success measures.
• Connect systems to service operations: Understand how customer care, field service, repair depots, and technical support teams operate, ensuring systems and tools effectively support their workflows and customer interactions.
• Improve the end-to-end service experience: Identify opportunities to reduce manual work, eliminate duplicate data entry, strengthen handoffs, and simplify the customer service journey from initial contact through resolution.
• Prioritize investments and manage resources: Support budgeting, develop business cases, evaluate technology investments, and prioritize initiatives based on operational needs, financial impact, and customer value.
• Drive continuous quality improvement: Use operational data and colleague feedback to identify root causes of inefficiencies, implement sustainable solutions, and improve service productivity and quality.
• Translate business needs into technology solutions: Collaborate with IT, system owners, and external providers to define requirements, improve integrations, support system enhancements, and resolve operational challenges.
• Advance automation and AI: Evaluate practical opportunities to automate repetitive activities, improve access to service information, and enable more efficient troubleshooting and decision-making.
• Strengthen service knowledge and capabilities: Support service product management and improve how product information, technical guidance, service procedures, and known issues are maintained and shared with service colleagues.
• Measure results and drive adoption: Establish performance measures for productivity, turnaround time, first-time resolution, system adoption, and customer experience. Lead communications, training, and change management to support successful implementation.
• Influence global stakeholders: Build strong relationships across service, technical support, business leadership, and IT to align priorities and drive consistent execution across international teams.

Keys to Success

Required Education

• Bachelor’s degree in business or a related field, or substantial relevant experience in lieu of a degree.

Required Qualifications

• Demonstrated 8+ years’ experience with budgeting, financial analysis, investment prioritization, and business case development.
• 8+ years of experience analyzing operational data and presenting recommendations that improve business performance.
• Strong experience driving continuous quality improvement, process optimization, and measurable operational improvements.
• Solid understanding of field service operations, technical support workflows, and the systems supporting service delivery.
• Proven experience leading complex projects and implementing system or process improvements across global or geographically distributed organizations.
• Strong change management, leadership, communication, and stakeholder-influencing capabilities.
• Ability to translate service needs into practical systems requirements and collaborate effectively with IT and business teams.
• Strong analytical skills, business acumen, customer focus, and ability to manage competing priorities.
• Ability to work across global time zones and travel up to 25%.

Preferred Qualifications

• Experience in service systems management, service operations, or service transformation.
• Familiarity with Salesforce (SFDC), Genesys, MasterControl, Enterprise Resource Planning (ERP) systems, Power BI, and advanced Microsoft Excel.
• Project Management Professional (PMP) certification.
• Experience evaluating or implementing AI, automation, and digital service solutions.
• Experience supporting complex technical equipment, analytical instrumentation, or industrial service environments.