Senior Manager, IT Commercial Platforms

SK Life Science•Paramus, NJ

12d

About The Position

The Senior Manager, IT Commercial Platforms is responsible for the strategic direction, technical leadership, delivery, enhancement, support, and lifecycle management of business-critical technology platforms that enable Commercial operations at SK Life Science, Inc. This role serves as the primary IT partner for Commercial stakeholders and is accountable for ensuring that commercial platforms are reliable, scalable, supportable, and aligned with business priorities. The role leads a portfolio of commercial systems and capabilities that support customer engagement, field enablement, customer and affiliation data, targeting, reporting, analytics, territory alignment, and related workflow automation. Primary responsibility includes current and future-state CRM platforms, commercial data and reporting solutions, and associated integrations with internal systems, external data providers, and third-party commercial technology vendors. This position will serve as the solution owner for assigned commercial platforms, with accountability for architecture input, solution design oversight, configuration direction, implementation coordination, vendor management, and ongoing operational service performance. The Senior Manager will work closely with business stakeholders, internal IT teams, managed service providers, and implementation partners to deliver new capabilities, support ongoing managed services, and ensure agreed service level expectations are consistently achieved. This role will also play a key part in supporting the evolution of the commercial application landscape, including the transition from the current CRM environment toward Veeva Vault CRM.

Requirements

Minimum of 8 years of experience in IT application delivery, support, or management, including at least 5 years supporting commercial platforms within the pharmaceutical, biotech, or life sciences industry.
Strong experience with Veeva CRM and related commercial application ecosystems is required; experience with or readiness for Veeva Vault CRM is strongly preferred.
Demonstrated success leading solution design, configuration, implementation, enhancement, and operational support for commercial applications that enable customer engagement, field execution, commercial data management, targeting, reporting, and analytics.
Proven experience managing third-party vendors and managed service providers, including oversight of implementation services, ongoing support, and service level performance.
Strong understanding of customer master data, affiliations, territory alignment, integrations, and commercial reporting processes is preferred.
Ability to multitask
Adapts to change
Maintain composure under pressure
Ability to follow verbal or written instructions and use effective verbal communications
Adapts change, adjusts change and grasps information quickly
Examine and observe details

Nice To Haves

Advanced degree preferred.
Certification in computer application programming or equivalent hands-on technical experience preferred.
Veeva Vault certification preferred.
Knowledge of MDM tools such as Informatica and Reltio , and reporting/data platforms such as Tableau and Snowflake , is strongly preferred.

Responsibilities

Lead strategy, roadmap, and lifecycle management for IT commercial platforms that support customer engagement, field execution, targeting, alignment, reporting, analytics, and commercial operations.
Serve as the primary IT owner and trusted business partner for commercial applications, ensuring technology solutions are aligned with business priorities, operational goals, and user needs.
Provide leadership for platform support, maintenance, enhancements, upgrades, and issue resolution across the commercial systems portfolio.
Drive adoption of scalable and supportable solutions that improve commercial business processes, field effectiveness, and user experience.
Support the ongoing evolution of CRM capabilities, including planning and readiness for future-state Veeva Vault CRM.
Serve as the solution owner for assigned commercial platforms, with accountability for architecture input, solution design oversight, configuration direction, implementation coordination, and operational performance.
Provide technical leadership for Veeva and related commercial platform solutions, including the ability to assess business requirements, architect fit-for-purpose solutions, guide design decisions, and oversee platform configuration.
Architect, design, and configure Veeva applications and related commercial technology solutions in partnership with internal teams and external service providers.
Review and approve solution designs, configuration approaches, and implementation plans delivered by vendors or managed service partners.
Ensure delivered solutions are scalable, maintainable, supportable, and aligned with enterprise architecture, integration requirements, data dependencies, and business objectives.
Evaluate change impacts across upstream and downstream systems and ensure appropriate design, testing, and operational readiness.
Manage a portfolio of commercial applications, including CRM, commercial data environments, reporting platforms, workflow tools, and field-connected systems.
Oversee application integrations and upstream/downstream dependencies across internal platforms and third-party vendor systems.
Coordinate with architecture, infrastructure, security, and data teams to ensure commercial platforms are stable, secure, and fit for purpose.
Partner with business and technical teams to assess the impact of enhancements, incidents, data issues, and process changes across interconnected systems.
Maintain awareness of dependencies across customer master data, affiliation structures, targeting logic, territory alignment, reporting outputs, and field processes.
Oversee platform capabilities that depend on commercial data, customer master data, account and affiliation structures, alignment logic, targeting rules, and reporting outputs.
Partner with business and data teams on data quality, stewardship, and issue remediation affecting commercial applications and downstream users.
Support commercial reporting and analytics platforms used for field insights, business performance, and leadership decision-making.
Enable business processes related to customer targeting, account management, affiliations, sample-related activities, field execution, and commercial workflow support.
Ensure effective coordination between transactional systems and reporting or analytics outputs used by field teams and business leadership.
Lead requirements gathering, solution planning, design reviews, testing coordination, release readiness, deployment support, and post-production stabilization for platform changes.
Establish and maintain governance for incidents, service requests, problems, changes, defects, and enhancements affecting commercial systems.
Coordinate user acceptance testing and business readiness activities with stakeholder groups, internal IT teams, and vendors.
Maintain documentation for application support, operating procedures, integrations, design decisions, and key business processes.
Drive continuous improvement in support quality, operational efficiency, delivery governance, and platform stability.
Lead and manage relationships with managed service providers, implementation partners, and third-party vendors supporting commercial applications.
Direct vendor delivery for both project-based enhancements and ongoing managed services, ensuring quality, timeliness, and operational effectiveness.
Work with managed service providers to implement new solutions and support regular managed services across assigned platforms.
Establish, monitor, and enforce service level expectations and operational performance metrics with vendors.
Hold vendors accountable for meeting agreed service level agreements (SLAs) for incident response, service requests, defect resolution, enhancement delivery, and support quality.
Conduct regular service reviews with vendors to assess performance, backlog, recurring issues, risks, service trends, and improvement opportunities.
Escalate service concerns and drive corrective actions when vendor performance falls short of expectations.
Build trusted partnerships with Commercial Operations, Sales Operations, Omni Channel Marketing, Market Access, and field leadership.
Translate business needs into technology solutions, roadmaps, delivery plans, and support models.
Communicate priorities, risks, issues, dependencies, and roadmap plans clearly to business and IT stakeholders.
Provide leadership across cross-functional teams, including internal IT resources, business SMEs, and external service providers.
Support portfolio prioritization and decision-making in alignment with business value, operational risk, and strategic objectives.
Provides leadership and oversight for commercial platform delivery and support activities across internal team members, consultants, contractors, and external managed service providers.
This role may directly or indirectly supervise employees and vendor resources engaged in implementation, enhancement, and ongoing support of assigned applications, and is responsible for prioritizing work, reviewing deliverables, monitoring service performance, and ensuring alignment with business priorities and agreed service level expectations.