IT Director, Commercial & Customer Solution Delivery

The Role

As the IT Director, Commercial & Customer Solution Delivery, you will lead the strategy, delivery, and adoption of enterprise technologies that power Sales, Marketing, Customer Service, and digital customer experiences. You will drive execution across CRM, CPQ, eCommerce, and commercial platforms while ensuring solutions deliver measurable business value and align with enterprise priorities.

In this highly visible leadership role, you will partner with business and IT leaders to shape technology roadmaps, secure investment for strategic initiatives, and oversee implementation partners to ensure successful execution. You will also champion organizational change management, governance, and continuous improvement across customer-facing platforms.

This role is ideal for a collaborative technology leader who thrives in complex global environments and is passionate about enabling commercial growth through scalable digital solutions.

Core Responsibilities

Solution Delivery & Execution

• Lead delivery of enterprise commercial and customer-facing platforms, including CRM, CPQ, Service, and eCommerce solutions.

• Drive execution of strategic technology roadmaps, ensuring initiatives are delivered on time, within scope, and aligned with business objectives.

• Define and validate high-level business requirements to support effective execution by internal teams and external partners.

• Manage implementation partners and vendors to ensure program success, quality delivery, and realization of expected business outcomes.

• Develop business cases and support funding approvals for new strategic initiatives.

• Partner with enterprise architects and platform owners to ensure solutions align with security, integration, and governance standards.

Stakeholder Engagement & Strategic Alignment

• Serve as the primary IT partner for Sales, Marketing, and Customer Service technology initiatives.

• Translate business priorities into actionable delivery plans and measurable outcomes.

• Drive alignment across regions, functions, and platforms to improve standardization, adoption, and value creation.

Governance & Compliance

• Ensure programs adhere to enterprise PMO standards, governance processes, cybersecurity policies, and compliance requirements.

• Provide executive-level visibility into portfolio health, risks, dependencies, and delivery performance.

• Support SOX compliance, data governance, and regulatory adherence across commercial systems and processes.

Innovation & Continuous Improvement

• Identify opportunities to improve delivery effectiveness, accelerate execution, and enhance customer experience.

• Champion adoption and change management strategies that maximize business value.

• Monitor industry trends and emerging technologies to advance commercial solution capabilities and delivery practices.

Required Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field required.

• 10+ years of experience leading enterprise IT solution delivery, business applications, or business relationship management functions.

• Proven success delivering large-scale CRM, CPQ, customer service, and digital transformation initiatives.

• Experience working with Salesforce, Microsoft Dynamics, SAP, CPQ platforms, and reporting/analytics tools such as Power BI or Tableau.

• Strong understanding of commercial business processes including sales, service, marketing, and customer engagement, preferably within B2B environments.

• Demonstrated expertise in program governance, portfolio management, and IT/business alignment.

• Strong executive communication, stakeholder management, and influencing skills.

• Experience leading Agile and hybrid delivery models and managing third-party vendors and implementation partners.

Preferred Qualifications

• Master’s degree in Information Technology, Business Administration, Computer Science, or related field

• Experience leading enterprise commercial transformation programs within global or matrixed organizations.

• Familiarity with eCommerce ecosystems and customer experience platforms.

• Certifications in Agile, PMP, SAFe, Salesforce, or related enterprise delivery methodologies preferred.

Travel Requirements

• Approximately 10–20% travel annually within North America.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. 

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation