Global ITS Business Partner (CE Commercial Operations)

PRINCIPAL DUTIES AND RESPONSIBILITIES:

· Provides strategic leadership in shaping and delivering short- and long-term commercial objectives through the effective use of technology, ensuring alignment to enterprise priorities and commercial growth outcomes.

· Serves as the primary IT partner to the US Commercial Operations and International Commercial Operations leadership teams, acting as a trusted advisor and strategic interface between Commercial and ITS.

· Co-develops and maintains a multi-year commercial technology strategy and roadmap, ensuring alignment with commercial priorities, enterprise architecture, and evolving market needs.

· Leads the demand management and portfolio shaping process across US and International Commercial Operations, ensuring initiatives are clearly defined, prioritised, and aligned to business value (e.g., revenue growth, customer impact, productivity, compliance, and risk).

· Partners with Global ITS delivery and PPM teams to prioritise and sequence commercial demand, ensuring solutions are scalable, executable, and aligned to enterprise standards and ways of working.

· Identifies and advances opportunities to improve commercial performance through modern digital capabilities, including CRM, omnichannel engagement, advanced analytics, automation, and AI-driven insight generation to support customer targeting and personalised engagement.

· Defines and tracks business value metrics for commercial technology initiatives, ensuring benefits realisation and continuous improvement.

· Establishes and operates effective governance mechanisms (e.g., steering forums, prioritisation and decision frameworks) to ensure alignment across stakeholders, manage trade-offs, and drive transparency of progress, risks, and outcomes.

· Ensures commercial technology initiatives appropriately consider compliance and risk requirements (e.g., privacy, security, and applicable commercial compliance expectations), proactively identifying and mitigating risks across the portfolio.

· Accountable for product ownership of the US Commercial CRM Platform (Salesforce), including ownership of the platform vision, multi-year roadmap, and capability evolution aligned to US commercial strategy and priorities.

· Owns and manages the end-to-end product lifecycle for US CRM capabilities, including demand intake, backlog prioritisation, release planning, and acceptance of delivered outcomes.

· Leads platform governance and stakeholder alignment for the US CRM Platform, ensuring requirements are outcome-driven and that delivered capabilities materially improve commercial effectiveness and customer engagement.

· Oversees delivery execution for US CRM enhancements through the strategic delivery partner, including delivery planning, quality management, release governance, risk and issue management, and performance accountability against agreed outcomes, timelines, and service expectations.

· Manages vendor performance and governance for the US CRM delivery partner, including prioritisation alignment, service performance, and continuous improvement of delivery effectiveness.

· Ensures the US CRM Platform integrates effectively with the broader commercial technology ecosystem (e.g., data and analytics platforms, customer engagement capabilities), enabling a connected, data-driven commercial operating model.

· Defines and drives readiness and adoption activities for major CRM capability releases, ensuring strong user adoption and sustained business impact.

· Partners with International Commercial stakeholders and relevant IT teams to ensure alignment of future-state direction, including transition planning, harmonisation opportunities, and reduction of fragmentation over time.

· Regularly interacts with executives and senior leaders, requiring strong influencing and communication skills to drive alignment and decision-making on matters of strategic importance.

· Provides regular updates to US and International Commercial stakeholders, covering priorities, progress, value delivery, risks, and key decisions across the commercial technology portfolio and CRM platform.

· Performs other related duties as assigned.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

· The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Some travel required for the role, but not very significant

SUPERVISION:

· Reporting directly to the SVP Care Enablement IT Solutions

· Leading a team of 2 x Commercial Product Owners

BUSINESS STAKEHOLDERS:

· CE US Commercial Operations Leadership Team

· CE International Commercial Operations Leadership Team

EDUCATION AND REQUIRED CREDENTIALS:

· Bachelor’s Degree; Advanced Degree preferred or an equivalent combination of education and experience

EXPERIENCE AND SKILLS:

· 12+ years’ IT, Digital, or Technology leadership experience in a similar role, or an equivalent combination of education and experience. 5+ years’ experience operating at a senior management or executive level within a global organization.

· Strong knowledge of the Medical Device, Life Sciences, or similarly regulated industries, with deep understanding of commercial operations, including sales, marketing, market access, and go-to-market processes.

· Demonstrated experience partnering with commercial or customer-facing organizations at a global level, with a proven track record of shaping and delivering technology-enabled business outcomes that drive revenue growth, customer engagement, and commercial effectiveness.

· Strong understanding of commercial technology ecosystems, including CRM platforms (e.g., Salesforce, Dynamics 365), customer engagement platforms, omnichannel capabilities, and integration with data and analytics environments.

· Proven experience in defining and advancing digital commercial strategies, including application of technologies such as advanced analytics, AI-driven insights, automation, and digital engagement tools to improve customer targeting, sales effectiveness, and marketing performance.

· Experience operating as a Product Owner (or equivalent) for enterprise-scale platforms, including ownership of roadmap development, backlog prioritisation, and delivery outcomes aligned to business value.

· Experience overseeing delivery through third-party vendors or system integrators, including vendor governance, prioritisation alignment, performance management, and accountability for quality, timelines, and business outcomes.

· Experience developing and managing technology investment cases, with strong financial acumen and the ability to prioritise initiatives based on business value, return on investment, and strategic impact.

· Experience establishing and operating effective governance frameworks, including demand management, prioritisation processes, and executive-level steering mechanisms to ensure alignment between business and IT.

· Experience leading or contributing to large-scale, cross-regional or global technology programmes, ensuring scalability, standardisation, and successful adoption across diverse markets.

· Strong management and leadership skills with the ability to influence and align cross-functional teams in a global matrix environment, without direct authority.

· Strong interpersonal skills with the ability to communicate effectively with all levels of management through diplomacy and influence, including executive-level stakeholders.

· Excellent oral and written communication skills, with the ability to translate complex technical concepts into clear, business-relevant insights and actions.

· Strong combination of strategic vision and practical delivery experience, with the ability to shape initiatives that are both innovative and executable.

· Demonstrated ability to lead large-scale, complex change initiatives, driving results through influence, persuasion, and strong stakeholder relationships.

· Strong business acumen, with the ability to connect technology decisions to measurable commercial outcomes, particularly in revenue growth, sales effectiveness, customer engagement, and productivity.

· Politically astute, with the ability to navigate complex organizations and achieve results in a highly cross-functional, matrixed environment.

· Demonstrated ability to assess situations quickly, establish credibility, and add value in complex and evolving environments.

· Exceptional ability to co-create and collaborate effectively with IT, business leaders, and external partners to shape and deliver strategic outcomes.

· Effective change agent with the ability to challenge the status quo, drive innovation, and translate vision into actionable strategies.

· Strong understanding of relevant regulatory and compliance considerations impacting commercial technologies, including data privacy, data governance, and applicable industry requirements.

· Experience leveraging external market insights and industry benchmarks to inform strategy and drive continuous improvement.

· Awareness of cybersecurity considerations within enterprise and customer-facing platforms.

Leadership Competencies:

· Enterprise mindset with a global perspective and the ability to balance enterprise-wide priorities with business-specific needs.

· Strategic thinking, with the ability to anticipate future trends in manufacturing and technology and translate them into actionable plans.

· Leads through influence, often without direct authority, using data, insight, and strong communication to align stakeholders and drive decisions.

· Ability to engage and align stakeholders around a clear vision, ensuring shared understanding of strategy, priorities, and desired outcomes.

· Self-starter who is proactive, outcome-oriented, and willing to take ownership to ensure successful delivery of objectives.

· Demonstrated ability to thrive in a fast-paced, complex, and evolving environment.

· Strong ability to think creatively, identify opportunities, and anticipate risks in both business and technology contexts.

· Demonstrates resilience, adaptability, and sound judgement in navigating ambiguity and driving change

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.
Rate: $187,000 - $280,50 for Waltham, MA location

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave and potential for performance-based bonuses depending on company and individual performance