Global Support Manager
Cochlear is the global leader in implantable hearing solutions helping people hear and be heard every day.
We are seeking an experienced Global Second Level Support Manager to lead our global Second Level Support function within Commercial Operations.
This critical role ensures stable, predictable, and high-quality support across major platforms including Salesforce, SAP, Oracle, Boomi, Snowflake, and related systems.
You will manage a global team responsible for incident resolution, problem management, configuration stewardship, and deployment quality, enabling business continuity and operational readiness across regions.
Key Responsibilities:
* Deliver stable and predictable Second Level Support across Salesforce, SAP, Oracle, Boomi, Marketing Cloud, Snowflake, and downstream services.
* Oversee incident and problem management ensuring root cause analysis and corrective actions.
* Drive service readiness and quality for major releases including global transformation programs.
* Lead configuration deployment and release activities with compliance and precision.
* Champion continuous improvement and operational excellence, reducing complexity and improving SLA performance.
* Build strong stakeholder relationships ensuring clear communication and transparency.
* Lead and develop a high-performing global support team fostering a culture of accountability and growth.
What You Bring:
* 12 years of experience including:
* 8 years in leadership or team management
* 5 years in application or Second Level Support
* Strong expertise in incident, problem, and service management
* Configuration and deployment management
* Stakeholder engagement and communication
* Desired experience with Salesforce, SAP, Oracle, Boomi, Snowflake, and integration platforms
* Certifications: ITIL and advanced service management credentials
* Education: Bachelor's degree in Computer Science, IT or related field
* Fluent in English; additional languages a plus
Why Join Us:
* Be part of a mission-driven organization improving lives globally
* Work with cutting-edge technologies and global teams
* Enjoy a culture of innovation, collaboration, and continuous learning
How We Recognise Your Contribution:
We value and welcome the unique contributions, perspectives, experiences and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences creating a sense of belonging and enabling our people to realise their full potential.