Senior Manager, Global Service Systems

Thermo Fisher Scientific

. Own the global service systems roadmap, including priorities, capability gaps, objectives, timelines, investments, and success measures .

Posted 11/12/2026full-timeOhio • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in service systems management, operational data analysis, and process optimization to enhance service delivery and customer experience. Proven ability to lead complex projects, drive continuous improvement, and collaborate effectively across global teams.

Highest-signal resume keywords

BudgetingFinancial AnalysisProcess OptimizationChange ManagementService Systems Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Data AnalysisBusiness Case DevelopmentContinuous Quality ImprovementProject ManagementService Delivery Systems

Soft Skills

LeadershipCommunicationStakeholder InfluenceCustomer FocusAnalytical Skills

Tools & Technologies

Salesforce (SFDC)GenesysMasterControlERP SystemsPower BIMicrosoft Excel

Certifications & Qualifications

PMP Certification

Industry Keywords

Field Service OperationsTechnical Support WorkflowsService TransformationAutomationDigital Solutions

Tech Stack

Tools & technologies

ERPPMPSFDC

About the role

Key responsibilities & impact

Own the global service systems roadmap, including priorities, capability gaps, objectives, timelines, investments, and success measures
Partner with service, business, and IT leaders to connect systems with customer care, field service, repair depot, and technical support operations
Identify opportunities to reduce manual work, eliminate duplicate data entry, strengthen handoffs, and simplify the customer service journey
Support budgeting, develop business cases, evaluate technology investments, and prioritize initiatives based on operational needs, financial impact, and customer value
Use operational data and colleague feedback to identify root causes, implement sustainable solutions, and improve service productivity and quality
Collaborate with IT, system owners, and external providers to define requirements, improve integrations, support enhancements, and resolve operational challenges
Evaluate opportunities for automation, AI, and digital solutions to improve service information access, troubleshooting, and decision-making
Support service product management and improve maintenance and sharing of product information, technical guidance, service procedures, and known issues
Establish performance measures for productivity, turnaround time, first-time resolution, system adoption, and customer experience
Lead communications, training, and change management for successful implementation
Build relationships across service, technical support, business leadership, and IT to align priorities and drive consistent execution across international teams

Requirements

What you’ll need

Bachelor's degree in business or a related field, or substantial relevant experience in lieu of a degree
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 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: experience in service systems management, service operations, or service transformation
Preferred: familiarity with Salesforce (SFDC), Genesys, MasterControl, ERP systems, Power BI, and advanced Microsoft Excel
Preferred: PMP certification
Preferred: experience evaluating or implementing AI, automation, and digital service solutions
Preferred: experience supporting complex technical equipment, analytical instrumentation, or industrial service environments