Job Description

As the Head of Global Business Analyst & Admin (m/f/d) - Salesforce Technical Service, you lead the Technical Service stream within the global Customer Engagement ecosystem (CRM), with a strong focus on Salesforce Field Service.

You are accountable for the functional direction, solution design standards, and continuous evolution of Technical Service solutions across a globally distributed platform organization, structured around regional hubs (Europe, US, APAC).

In this role, you lead and enable a global team of Salesforce Business Analysts and Administrators, ensuring consistent ways of working and the delivery of scalable, standardized, and high-quality solutions across regions. You also ensure an effective balance between global platform evolution and rollout execution, enabling sustainable delivery at scale. You drive solution excellence, governance, and data integrity within the Technical Service domain, while enabling your team to collaborate effectively across functions and deliver integrated, end-to-end solutions.

This role is distinct from Product Ownership: Product Owners are responsible for backlog management, prioritization and alignment with global strategy, while you ensure functional consistency, solution quality, and adherence to global standards with your team of business analysts/administrators in the technical service domain.

Major Duties & Responsibilities:

(Digital) Leadership, Mentoring and Enablement

• Lead, develop, and enable a globally distributed team of Salesforce Business Analysts and Administrators across regional hubs (Europe, US, APAC)

• Demonstrate strong digital leadership by effectively leading cross-regional teams, leveraging modern collaboration tools and practices

• Establish consistent ways of working, collaboration models, and quality standards to ensure scalable and harmonized solution delivery across regions

• Create an inclusive, high-performing virtual team environment, ensuring engagement, transparency, and accountability across distributed teams

• Foster a strong team culture and ensure effective communication, alignment, and knowledge sharing across regions

• Enable asynchronous collaboration and efficient decision-making across time zones, ensuring continuity in platform delivery and evolution

Technical Service Platform Excellence

• Own the functional design and continuous evolution of the Technical Service stream, ensuring scalable, standardized, and sustainable solutions

• Define and enforce best practices and design principles across Field Service capabilities (e.g., work orders, scheduling, dispatching, asset management, mobile solutions)

• Ensure solutions are designed for long-term scalability, maintainability, and global reuse

• Drive continuous platform improvement, including automation, efficiency gains, and adoption of AI-driven capabilities (e.g., Agentforce)

• Act as escalation point for complex Technical Service solution topics, ensuring high-quality and consistent design decisions

• Enable the team to deliver technically robust solutions that support end-to-end processes and contribute to overall commercial excellence

Ongoing Program Rollout and Platform Evolution

• Own the orchestration of team capacity and priorities across platform enhancements and global rollout activities, ensuring an effective balance between continuous template evolution and successful deployment across regions

• Provide transparency on resource allocation across regional hubs (Europe, US, APAC), ensuring optimal utilization, clear ownership, and alignment with delivery priorities

• Ensure close alignment with Product Owners, Program Management, and PMO on priorities, timelines, and dependencies, supporting coordinated and efficient global delivery

• Ensure the team is set up to deliver both ongoing platform improvements and large-scale deployments in a scalable and sustainable way

Governance, Data & Performance Management

• Ensure consistent application of global standards, governance frameworks, and architectural principles across all solution implementations

• Enable seamless integration with adjacent functions (Sales, Marketing, Customer Service, Platform) and IT, ensuring consistent data flows and end-to-end process alignment

• Ensure data quality, consistency, and integrity across Technical Service domains (e.g., assets, work orders, service history)

• Enable reporting and analytics capabilities to support service performance tracking and continuous improvement

• Define and monitor KPIs related to solution quality, adoption, and operational efficiency

Requisite Qualification & Experience:

• At least 10 years of professional experience in the Pharma / Life Sciences industry, ideally within service operations, technical service, or CRM environments

• At least 5 years of experience in Salesforce environments (Field Service and/or Service Cloud), with a strong background in solution design and platform capabilities, combined with proven leadership experience

• Proven experience in leading and developing global or cross-regional teams, ideally within a distributed or hub-based setup

• Strong digital leadership capabilities, with experience managing remote teams and fostering collaboration across time zones

• Deep understanding of Salesforce Field Service, including scheduling, dispatching, work orders, asset management, and mobile solutions

• Strong ability to define scalable solution designs and standards within a global platform environment

• Solid understanding of CRM architecture, data models, integrations, automation, and reporting in service contexts

• Experience working within global governance frameworks and ensuring adherence to standards across regions

• Experience working in agile delivery environments and collaborating effectively with Product Owners (e.g., using JIRA, Confluence)

• Strong analytical and problem-solving skills, with the ability to drive data-informed decision-making and continuous improvement

• Experience or strong interest in leveraging AI-driven capabilities (e.g., Agentforce, predictive insights, automation) within CRM platforms

• Excellent stakeholder management and communication skills, with the ability to influence across business and IT at different levels

• Experience collaborating in complex, matrix organizations across functions and regions

• Salesforce certifications (e.g., Field Service, Service Cloud) strongly preferred; other certifications such as Salesforce Administrator or Sales Cloud are a plus

• Structured, independent, and results-oriented working style

• Fluency in English required; additional languages are an advantage

• Intercultural experience and ability to work in a global environment

• Willingness to travel internationally