Director IT Commercial Systems and CRM Operations - Global Commercial Technology

Essential Functions of the Job: Commercial Technology Leadership Lead the operational management of US and JPAC commercial technology platforms supporting Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience functions. Partner with business stakeholders to establish technology roadmaps that align with corporate and commercial objectives. Serve as a trusted advisor to senior business leaders, translating strategic priorities into scalable technology solutions. Drive continuous improvement initiatives to enhance platform performance, user experience, and operational efficiency. CRM Platform Ownership Provide operational oversight for field enabling CRMs, and related commercial technology platforms. Ensure platform reliability, availability, performance, and compliance with organizational standards. Establish governance processes for enhancements, configuration changes, integrations, and platform upgrades. Oversee system health monitoring, issue resolution, incident management, and root-cause analysis activities. Stakeholder & Demand Management Manage relationships with Commercial, Medical, Market Access, Marketing, Analytics, Compliance, IT, and Operations stakeholders. Lead requirements gathering, prioritization, and demand management processes. Facilitate alignment between business priorities, technical capabilities, resource capacity, and strategic objectives. Provide executive-level communications regarding technology investments, risks, dependencies, and delivery progress. Release & Change Management Establish and govern release management processes across multiple environments and business functions. Lead planning and execution of platform releases, ensuring appropriate testing, validation, training, and communication. Implement best practices for change management, deployment governance, and operational readiness. Minimize business disruption while accelerating delivery of new capabilities. Architecture & Technology Governance Apply strong architectural principles to ensure scalable, maintainable, and secure technology solutions. Partner with Enterprise and Solution Architecture teams to define future-state technology strategies and integration frameworks. Review and approve CRM solution designs, integrations, data models, and platform enhancements. Ensure adherence to industry best practices, regulatory requirements, security standards, and data governance policies. Operational Excellence Define and monitor service-level agreements (SLAs), KPIs, and operational metrics. Drive proactive risk management, business continuity planning, and platform resiliency initiatives. Lead vendor management activities, including managed services providers, implementation partners, and software vendors. Identify opportunities for automation, process optimization, and cost reduction. Supervisory Responsibilities: Lead, mentor, and develop a team of IT professionals and external partners provers. Foster a culture of accountability, collaboration, innovation, and customer service. Manage staffing strategies, succession planning, performance management, and professional development initiatives. Build high-performing teams capable of supporting global commercial operations. Skills: Industry & Technical Expertise Deep understanding of Life Sciences commercial and medical business processes, customer engagement models, and regulatory considerations. 10+ years of hands‑on experience in CRM technologies; expertise in CRM platforms including Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, and associated commercial technology ecosystems. Understanding of emerging technologies including AI, machine learning, customer intelligence, and digital engagement capabilities. Demonstrated experience leading or supporting CRM transformation programs, including the implementation, deployment, or migration from legacy CRM platforms within pharmaceutical or life sciences organizations. Proven experience managing CRM migration activities, including business process redesign, data migration, integration modernization, user adoption, change management, and post‑deployment stabilization. Experience evaluating CRM platforms and supporting technology selection, vendor assessment, roadmap development, and transition planning for future‑state commercial technology ecosystems. Leadership Competencies Strategic Thinking Operational Excellence Stakeholder Management Organizational Leadership Technical Architecture & Governance Change Leadership Talent Development Executive Communication Vendor & Financial Management Continuous Improvement Preferred Qualifications: Master's degree in Information Systems, Business Administration, or related field. Salesforce, Veeva, ITIL, Agile, PMP, or Architecture-relate #J-18808-Ljbffr BeOne Medicines