IT Director, Field Service Customer Operations

at Thermo Fisher Scientific in Memphis, Mississippi, United States

Job Description


Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 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 productivity in their laboratories, we are here to support them. Our distributed team of more than 80,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit .


We are seeking qualified candidates to join our team to partner with our post sales laboratory and instrument service business leaders across several Divisions to deliver solutions and return strategic value through our Thermo Fisher IT landscape. This driven leader will align and support the robust and evolving roadmap of process improvements, automation and system implementations that are needed for the broader field service strategic plan!

This exciting position will lead application developers, analysts, and configuration resources on strategic programs, tactical decisions, and the implementation of business applications. The role requires an ability to apply deep understanding of the service business and is responsible for the technology roadmap. It is also a leadership position includes guiding and mentoring of multi-functional teams to plan projects and budgets aligned with strategies.


+ Evolve critical business strategies by guiding development, implementation, and maintenance of critical systems supporting field service operations

+ Lead in scaling business solutions across Thermo Fisher, deploying a portfolio roadmap of technologies to over 4,000 global service employees who lead all aspects of field service support of our products and instruments at customer sites

+ Partner with business and IT on characterization of demand and portfolio management (planning, prioritization & execution).

+ Participate in application lifecycle: requirements analysis & definition, system design, implementation, testing, deployment, and sustainment.

+ Establish standards and procedures to ensure teams work in a consistent manner that maintains regulatory compliance with validated systems.

Hiring criteria:

+ Focused IT strategy and solution experience.

+ Must have in-depth understanding of SAP Service Management (SM) including Service Orders and Contracts with their configurations.

+ Executive level communications experience with excellent written, presentation and oral communication skills.

+ Minimum 5 years in dynamic IT leadership roles building global teams with expertise in business relationship management with solution delivery experience

+ BS required, MS or MBA preferred

+ Experience with SAP Cloud for Customer and service system solutions

+ Knowledge of full-cycle SAP SM implementation from Blueprint to Go Live.

+ Extensive project management skills to prepare and execute business plans, including a minimum of 5 years leading Agile delivery

At Thermo Fisher Scientific, each one of our 80,000 outstanding minds have a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

Thermo 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.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

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Job Posting: JC191531773

Posted On: Sep 03, 2021

Updated On: Oct 09, 2021