Senior Manager, Technical Services, Global Business Systems

Senior Manager, Technical Services, Global Business Systems

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologieslike the da Vinci surgical system and Ionhave transformed how care is delivered for millions of patients worldwide.

We're a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningfulbecause every improvement we make has the potential to change a life.

If you're ready to contribute to something bigger than yourself and help transform the future of healthcare, you'll find your purpose here.

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 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.

Qualifications

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 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.