Technology Manager

The North America Technology Manager is responsible for the North American CRM Platform & Integrated Solutions. This is a technical role that takes full responsibility to ensure these solutions are stable, secure, cost effective, and aligned with business needs. This includes Core CRM, Sales CRM, Marketing CRM, and integrated solutions (IVR, CRM, multiple B2B solutions). By combining technical oversight with strategic business engagement, the Technology Manager drives continuous improvement, risk management, and value creation across the IT service lifecycle.

This role is the critical point between our customers, our technical integrations, and our business needs. This person serves as a key touchpoint for reviewing business demands, scoping, projects, and implementation. This role also hold the responsibility to keep our platforms and solutions stable. This requires knowledge of the as-is solution and impacts of implementation of new demands.

What You Need to Know:

• Ensure end-to-end health, stability, and performance of applications/infrastructure within scope.
• Lead and support Incident, Problem, and Change Management processes to restore normal operations quickly and prevent recurrence.
• Maintain accurate documentation and environment metadata (including Master Data).
• Maintain, enhance, and manage applications and infrastructure to ensure they meet business and technical requirements.
• Oversee upgrades, patches, deployment planning, and technical roadmaps.
• Coordinate modernization initiatives (e.g., transitions to cloud, Intune/Entra, or new architectures).
• Collaborate with Business Engagement Managers, Product Owners, Service Owners, and domain stakeholders to ensure technology solutions deliver maximum business value.
• Provide expert input on prioritization, budgeting, demand shaping, and requirement validation.
• Translate business needs into actionable technology improvements.
• Ensure adherence to enterprise security standards, risk controls, and compliance frameworks.
• Support audits, policy enforcement, and risk-mitigation activities in daily operations.
• Contribute to service governance and performance reporting
• Act as the central coordination point among GIS teams, business stakeholders, vendors, SMEs, and solution clusters.
• Communicate effectively during incidents, changes, and service disruptions.
• Build strong relationships to ensure transparency and alignment across teams.

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Engineering, or related field. preferred

• 7+ years of IT experience supporting enterprise applications and integrated technology solutions.
• 5+ years of experience in platform management, or application ownership role.
• Experience managing CRM platforms such as Salesforce, Microsoft Dynamics, SAP CRM, or similar enterprise CRM solutions.
• Experience supporting integrated business solutions, APIs, middleware, IVR systems, B2B/EDI integrations, and customer-facing technologies.

• Proven experience leading Incident, Problem, and Change Management processes in an ITIL-based environment.

• Strong understanding of CRM architecture, administration, and support.
• Experience with cloud-based platforms and modernization initiatives.
• Knowledge of system integrations, APIs, middleware, and data flows between enterprise applications.
• Understanding of infrastructure, networking, identity management, and security principles.
• Experience with deployment planning, system upgrades, patch management, and lifecycle management.
• Familiarity with Microsoft technologies such as Azure, Entra ID, Intune, Power Platform, or similar enterprise technologies.
• Ability to review technical designs and assess impacts of proposed changes across integrated systems.