Senior Support Manager - Stargard Szczecinski, Polska - Danaher

Opis

In our line of work, life isn't a given - it's the ultimate goal. When life takes an unexpected turn, our technology and solutions enable caregivers to make informed diagnostic decisions to improve patient care. This is our shared purpose at Radiometer and what unites all +4000 of us - no matter our roles or where in the world we're located. Creating impactful innovations like ours, doesn't happen overnight - it requires uncompromising persistency, passion, and a desire to make a difference. Here, you can learn, grow, and chart an uncommonly diverse career.

Radiometer is proud to work alongside a community of six fellow Diagnostics Companies at Danaher. Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges.

Radiometer is launching a strategic business program, called DARWIN, to replace current ways of working and outdated business applications with new globally aligned processes, policies, and data as well as introducing a new modern application landscape with three critical components; Microsoft Dynamics 365FO, Dynamics 365CE and PROS Configure Price Quote.

Over the course of 2024, we will onboard 15 new Radiometer associates, as well as partner up with best-in-class partners, to deliver on an ambitious program road map. So, if you want to join a fast-paced program and can see yourself being part of the newly established team that will be creating the foundation for how Radiometer will operate the next 10+ years, - read on.

We are looking for a Senior Support Manager to lead and manage the global support team, and to ensure a high-quality user support of our applications such as ERP, CRM, PROS CPQ and more. With a new initiative to deliver efficient support of business processes, rather than applications, the responsibility of defining the support strategy across applications, is key, within this new manager role. The system landscape, in our Global Business Systems department, is constantly growing thus the scope of responsibility will grow, as well as the +30 sales sites, production and distribution locations, supported as of today, are expanding in size and number.

This position is part of the Digital & IT organization, located in Stargard, Poland. You will be a part of a team reporting to the Director, Global CRM, Collaboration & Support. The position will be hybrid with direct management of support resources in all time zones. Indirectly, you will be building a support community with indirect reports from local business teams (Super Users) across global sites, Functional Consultants from application teams, and work closely with the existing IT support responsible for our platforms, integration teams etc.

In this role, you will have the opportunity to:

• Be part of the team supporting the new global Radiometer Business System Platform, centered around Microsoft Dynamics 365CE, Dynamics 365FO and PROS Configure Price Quote.
• Work closely together with the Director, Global CRM, Collaboration & Support and Global Business Systems management team defining and implementing the global support strategy, that efficiently supports end-to-end business processes across applications
• Drive Daily Management and lead the team, which consists currently of 5 associates and 2 external resources, but will grow with additional business applications.
• Strengthen and expand the team by building support capabilities within support of new business applications, such as Seismic Sales Enablement solution, PROS Configure Price Quote and the implementation of D365FO in 2025.
• Establish a Super User organization for applications, across sites and indirectly lead a global support community of Super Users and Functional Consultants, performing 1. and 3. Level support of applications and integrations.
• Be empowered to drive continuous optimization of a user-centric, global IT service delivery organization, process and tools, in cooperation with Global Support management colleagues in Global IT.
• Ensure a high-quality and user-friendly support documentation is available globally.
• Deliver regular KPI reporting to management on global support status and progress.

The essential requirements of the job include:

• A bachelor's degree or higher.
• 5+ years as IT Support Manager or equivalent working with a relevant field or related work experience
• Solid knowledge and working experience of the ITIL framework
• A strategic and global solution approach to achieve a high-quality, user-centric support.
• A strong 'manager toolbox' which you master well to keep a high team engagement and well-being.
• Proven experience of 2+ years in managing associates in a hybrid setup.
• Proficient in engaging with stakeholders to ensure that the support strategy is aligned and supported through effective communication and facilitation.

It would be a plus if you also possess previous experience in:

• IT Service Management
• Working in a global organization within a regulated industry and are familiar with GxP.
• Working within support of e.g. Ax2.5, AX2009, Dynamics 365CE, Dynamics 365FO

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what's next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.