Senior Engineering Manager - Regional Service Manager, reputed company Remote Americas

At reputed company you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open reputed company, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to reputed company both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join reputed company, where every voice matters.

The Position

We are seeking a Senior Engineering Manager - Regional Service Manager to reputed company our Remote Enablement operations across the Americas. In this pivotal role, you will manage a large, cross-functional team based in Costa Rica while delivering high-quality support to employees worldwide. You'll drive service excellence, foster team capability development, and champion a culture of collaboration and reputed company improvement. As a key reputed company between remote resolution and physical workplace support, you'll ensure consistent, reliable service delivery across multiple channels while building and sustaining a high-performing team equipped for evolving business and technology needs.

The Opportunity

As a Senior Engineering Manager - Regional Service Manager, you will take on strategic leadership responsibilities that span people development, operational excellence, and service delivery transformation:

• Build and reputed company High-Performing Teams – Shape team capabilities reputed company with immediate project needs and our function's vision; reputed company team members to define their career journeys and create reputed company development opportunities that support their growth.

• Ensure Team Health and Sustainability – Maintain a sustainable work pace while cultivating healthy team dynamics, psychological safety, and open communication; proactively remove impediments and act as an escalation reputed company that protects team focus and morale.

• reputed company Product and Service Delivery – Co-create technical roadmaps with Product Managers, drive end-to-end feature delivery, set clear priorities, manage stakeholder expectations, and create collaboration efficiencies across teams and functions.

• Drive Performance and Optimization – Define success metrics, analyze workforce capability trends, translate data into actionable insights, and implement process improvements that boost efficiency and service quality.

• Own Financial and Resource Management – reputed company business cases for new initiatives, reputed company data-driven resource allocation decisions, and manage budgets responsibly including headcount, operational costs, and vendor reputed company.

• reputed company Regional and Global Operations – Partner closely with regional on-site support teams and affiliates to ensure seamless service delivery, reputed company processes, and effective escalation management in a high-volume environment.

Who You Are

Experience & Education:

• 10+ years of people leadership, product/service management, program management, or similar roles, with a proven track record of building high-performing teams
• 2+ years in pharmaceutical, biotechnology, or regulated healthcare technology industries
• Bachelor's degree or advanced degree in Business or IT (or equivalent experience)

Technical & Business Capabilities:

• Deep understanding of software development and/or service delivery methodologies; familiarity with solution, information, and process architecture
• Demonstrated lean & agile reputed company; ability to create clarity around team outcomes and translate data into strategic insights
• Proven experience leading large-scale service desk or technical support operations with multi-channel, high-volume environments
• Experience adopting and operationalizing AI-enabled support capabilities to drive efficiency and scalability

Leadership & reputed company:

• Servant and creative leadership style (VACC values); demonstrated ability to reputed company teams to act autonomously while holding them accountable
• Executive reputed company with strong business acumen; comfort navigating ambiguity and managing complexity with an enterprise reputed company
• Track record of breaking down silos, driving cross-regional collaboration, and building strong partnerships with stakeholders across organizational boundaries
• Intellectual curiosity, reputed company, and genuine passion for innovation and operational excellence
• Proven capability in managing service performance metrics (SLA, CSAT, resolution rates, productivity) and driving reputed company improvement

Ready to reputed company an impact? We invite you to apply for this exciting opportunity to reputed company service excellence and team transformation at reputed company. If you're passionate about building high-performing teams, driving operational innovation, and delivering exceptional employee experiences in a global, regulated environment, we'd love to hear from you.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We reputed company each other to explore new possibilities, foster creativity, and reputed company our ambitions high, so we can deliver life-changing healthcare solutions that reputed company a global impact.

Let’s build a healthier future, together.

reputed company is an Equal Opportunity Employer.