Director – S+N Service Operating System – Service Eco-system, CRM & Digital Solutions ( Remote - US)

Director – S+N Service Operating System – Service Eco-system, CRM & Digital Solutions ( Remote - US)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

The Dr. Service Operating System – Service Eco-system, CRM & Digital Solutions is responsible for shaping and executing the strategic vision, development, and continuous enhancement of Smith+Nephew’s technology platforms, financial systems, CRM solutions, and digital transformation initiatives within Global Service.

What will you be doing?

This role ensures our service and commercial platforms effectively support business goals, improve operations, and enhance collaboration across teams.

To succeed, you'll need expertise in CRM platforms (Salesforce, ServiceMax), financial data modeling, IT architecture, and enterprise digital solutions. Beyond technical skills, this role requires leadership in platform governance, operations, and large-scale service transformation.

You'll work across all Smith+Nephew divisions to enhance service operations, expand commercial capabilities, and strengthen customer engagement—all contributing to revenue growth and customer satisfaction.

Key Responsibilities

Strategy & Digital Transformation – Develop and implement a commercial technology roadmap, integrating Salesforce, ServiceMax, and ERP for efficiency. Lead data governance, AI, and automation to enhance operations and customer insights. CRM & Commercial Platforms – Oversee CRM development, ensuring scalability, integration, and automation. Manage vendor relationships to optimize contracts and expand platform capabilities. Operational Excellence – Implement Lean Management practices, track key important metrics, and ensure compliance with FDA regulations. Drive platform adoption and service excellence. Cross-Functional Leadership – Align commercial platforms across IT, Finance, Sales, and Operations, ensuring seamless integration, innovation, and executive-level visibility.

What will you need to be successful?

Required Qualifications:

You should have 12+ years of experience in IT leadership, commercial platform strategy, or enterprise application development. A deep understanding of Salesforce, ServiceMax, ERP systems (SAP, JDE), and financial data modeling is essential. Success in this role requires expertise in agile methodologies, system integrations, cloud architecture, AI, automation, and predictive analytics for commercial operations.

Strong leadership skills are critical, including the ability to manage global teams, collaborate in a matrixed environment, and engage stakeholders effectively. Experience in medical devices, healthcare, or manufacturing is a plus.

Preferred Qualifications:

Certifications in Salesforce or ServiceMax (Architect, Developer, Admin) are highly valued. Experience with service spare parts forecasting, Power BI development, and DevOps practices will be beneficial. Advanced knowledge of cloud technologies, middleware integration (Mulesoft, Informatica), API strategy, and compliance standards (GxP, CSA, CSV, FDA regulations) is also preferred.

Travel Requirements: This position …