About the company
This is a senior technology leadership role responsible for the operational excellence and strategic evolution of commercial technology platforms supporting global life sciences organizations.
Responsibilities
- Lead the operational management and strategic evolution of U.S. and JPAC commercial technology platforms supporting Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience functions.
- Partner with senior business stakeholders to develop technology roadmaps aligned with corporate strategy, commercial objectives, and evolving business needs.
- Serve as a trusted technology advisor to executive and senior business leaders, translating strategic priorities into scalable, secure, and sustainable technology solutions.
- Drive continuous improvement initiatives that enhance platform performance, user experience, operational efficiency, and business value.
- Own operational oversight of field-enabling CRM platforms and related commercial technology ecosystems, ensuring reliability, availability, performance, security, and compliance.
- Establish governance frameworks for system enhancements, configuration changes, integrations, upgrades, and other platform lifecycle activities.
- Oversee system health monitoring, incident management, issue resolution, root-cause analysis, and platform stabilization.
- Lead requirements gathering, demand management, prioritization, and alignment across Commercial, Medical, Market Access, Marketing, Analytics, Compliance, IT, and Operations teams.
- Communicate executive-level updates on technology investments, risks, dependencies, resource requirements, and delivery progress.
- Establish and govern release and change management processes across multiple environments and business functions.
- Lead release planning and execution, ensuring appropriate testing, validation, training, stakeholder communication, and operational readiness.
- Apply strong architectural principles to CRM solutions, integrations, data models, and platform enhancements, ensuring scalability, maintainability, security, and regulatory compliance.
- Partner with Enterprise and Solution Architecture teams to define future-state technology strategies and integration frameworks.
- Ensure adherence to industry standards, pharmaceutical regulations, security requirements, and data governance policies.
- Define and monitor SLAs, KPIs, and operational metrics while driving proactive risk management, business continuity, resiliency, and service quality.
- Manage relationships with managed service providers, implementation partners, software vendors, and other external technology partners.
- Identify opportunities for automation, process optimization, cost reduction, and improved technology performance.
- Lead, mentor, and develop internal IT professionals and external partners, fostering accountability, collaboration, innovation, and customer service.
- Develop staffing strategies, succession plans, performance management practices, and professional development programs.
- Build a high-performing organization capable of supporting future commercial growth, CRM transformation, and digital initiatives.
- Lead the evaluation, selection, and implementation planning for next-generation CRM capabilities, ensuring alignment with commercial strategy, business requirements, scalability, and future-state architecture.
- Lead operational readiness and transition planning for migration from legacy CRM platforms, minimizing disruption to Commercial and Medical operations.
- Deliver CRM deployment milestones on schedule and within budget while maintaining platform stability, compliance, stakeholder satisfaction, and adoption targets.
Requirements
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.
- 10+ years of progressive IT experience, including leadership responsibility for commercial systems within the pharmaceutical or life sciences industry.
- At least 5 years of experience leading people and managing technical or business-facing teams.
- 10+ years of hands-on experience with CRM technologies, with deep expertise in platforms such as Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, or comparable enterprise CRM solutions.
- Proven experience managing CRM operations, application support, release management, platform governance, integrations, and stakeholder engagement within regulated environments.
- Demonstrated experience leading CRM transformation initiatives, including implementation, deployment, migration from legacy platforms, business process redesign, data migration, integration modernization, ch