Director, IT, Customer Care, and Process Improvement

Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob DescriptionThermo Fisher Scientific Inc. is a Fortune 100 company and a world leader in serving science, with annual revenue exceeding $40 billion. Our mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies, or growing efficiency in their laboratories, we are here to support them.Thermo Fisher Scientific Inc. is currently seeking a highly qualified and experienced Director, IT, Customer Care, and Process Improvement to join our organization. As the world's leading company in the field of scientific research and development, we empower our customers to make the world healthier, cleaner, and safer. With our strong financial performance, dominant market positions, and unwavering dedication to innovation, we provide our employees with outstanding resources and chances to create a significant impact on the world.How will you make an impact:In this role, you will have the opportunity to collaborate with our digital science solutions, post-sales laboratory, and instrument service business leaders across Divisions. You will be responsible for delivering solutions and strategic value through our Thermo Fisher IT landscape. This includes aligning with the robust and evolving roadmap of process improvements, automation, and system implementations that are crucial to our broader service strategic plan.What will you do:

Evolve critical business strategies by advising the development, implementation, and maintenance of systems for customer care, digital science, and field service operations.

Be responsible for the roadmap and deployment of service systems, architecture, design, business processes, and solution implementations.

Scale solutions to the service business across Thermo Fisher, including Service within business applications of SAP Cloud for Customer, and other technologies enabling assignment and scheduling of over 4,000 global service employees.

Collaborate with different business and IT teams to oversee, facilitate, and assist in demand and portfolio management (planning, prioritization, and execution).

An opportunity to Influence direct and indirect teams that are passionate about service, including digital solutions!

Participate in all aspects of the application lifecycle, from requirements analysis and definition to system design, implementation, testing, deployment, and sustainment. Establish standards and procedures to ensure consistent and validated systems.

Who will you get here?EducationBachelor's degree required; Master's or MBA preferred.Experience

10+ years of experience in IT strategy and solution delivery focused on Service Business.

Extensive experience in leading large projects involving business process reengineering in Service Management or Digital Service Management eBusiness delivery.

Experience implementing Genesys Cloud, SAP, and Service Management solutions, with a bias towards Cloud for Customer and service system solutions.

Proficient knowledge of SAP's Service Management/Customer Service and SD modules.

In-depth knowledge of SAP Service Management (SM) business processes and configuration, including Service Orders, RMA, and Service Contracts.

Extensive project management skills using various methodologies, including a minimum of 5 years leading Agile delivery.

Knowledge, Skills, Abilities:

Outstanding executive-level communications skills, both written and oral, with a track record of delivering impactful presentations.

Proven ability in business relationship management with global IT leadership roles.

Equal Opportunity Employer Statement:Thermo Fisher Scientific Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.Reasonable Accommodation Statement:Thermo Fisher Scientific Inc. is committed to providing reasonable accommodations to individuals with disabilities.Benefits:We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.Compensation and BenefitsThe salary range estimated for this position based in North Carolina is $176,000.00–$264,050.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

A choice of national medical and dental plans, and a national vision plan, including health incentive programs

Employee assistance and family support programs, including commuter benefits and tuition reimbursement

At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewardsThermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.