The Executive Director, Global Technology Service Management executes BeOne’s enterprise service management strategy and leads the governance and operational performance needed to improve service reliability, employee productivity, business continuity, and technology-enabled business outcomes.

This role oversees the ServiceNow platform, global service desk operations, executive support, ITSM processes, service governance, automation, experience management, and performance accountability as an integrated service management ecosystem designed to deliver consistent, scalable, and high-quality technology services worldwide.

In partnership with regional delivery, workplace technology, infrastructure, enterprise platform, and business leaders, the Executive Director standardizes services, strengthens operational excellence, and improves employee experience through data-driven, AI-enabled service delivery.

Essential Functions of the Role:

Enterprise Service Management & Governance

• Define and execute the enterprise service management framework, including standards, governance, service ownership, support models, escalation paths, and lifecycle practices.

• Maintain service catalog governance, service taxonomy, service data quality, and consistent onboarding practices for technology services.

• Extend enterprise service management practices beyond IT where appropriate to enable consistent, controlled, and measurable business services.

• Drive continual service improvement across the technology service portfolio.

Service Performance & Accountability

• Partner with service owners across infrastructure, collaboration, workplace technologies, enterprise platforms, and regional delivery to define KPIs, SLAs, XLAs, scorecards, service reviews, and reporting standards that clearly measure and communicate service health, performance, experience, and business impact.

• Use service analytics, trend data, employee sentiment, and operational insights to identify friction, reduce recurring issues, and improve service reliability.

• Translate performance insights into prioritized improvement actions that strengthen employee experience, business stakeholder satisfaction, and service outcomes.

ServiceNow, ITSM & Automation

• Own ServiceNow platform governance, adoption, data quality, roadmap execution, and business outcomes as the enterprise system of record and system of action for technology service management.

• Lead maturity of Incident, Request, Change, Problem, Knowledge, Asset, Configuration, Service Catalog, and related ITSM disciplines.

• Advance workflow standardization, orchestration, self-service, virtual agent, knowledge management, predictive routing, agent assist, and AI-enabled service capabilities.

• Establish guardrails for responsible automation and AI-enabled workflows, including human-in-the-loop controls, auditability, risk management, and measurable value realization.

Global Service Desk & Executive Support

• Lead global service desk and executive support operations with consistent standards, regional alignment, and strong customer experience.

• Drive operational excellence, workforce performance, quality management, and support model effectiveness.

• Ensure support capabilities align with enterprise service management governance and operational requirements.

Compliance, Risk & Controls

• Ensure service management processes and platforms meet applicable GxP, privacy, cybersecurity, audit, validation, and regulatory requirements.

• Partner with Quality, Compliance, Validation, Cybersecurity, and Risk teams to maintain controls, procedures, and auditable records.

• Support audits, inspections, assessments, and remediation of service management control deficiencies.

Leadership & Stakeholder Engagement

• Build and lead a high-performing global service management organization.

• Partner with regional delivery, platform, infrastructure, cybersecurity, architecture, and business leaders to align priorities and execution.

• Foster accountability, service excellence, continuous improvement, customer-centric delivery, talent development, and succession planning.

Qualifications:

• Bachelor's degree and 14+ years of technology operations, service management, or service delivery leadership experience, including 8+ years leading within complex global organizations.

• Demonstrated success leading enterprise service management functions at scale, including service governance, ownership models, operating models, service data quality, and performance programs.

• Deep experience with ServiceNow as an enterprise workflow platform, including platform governance, adoption, roadmap execution, data quality, and business outcome accountability.

• Strong command of ITSM disciplines including Incident, Request, Change, Problem, Knowledge, Asset, Configuration, and Service Catalog Management.

• Experience leading global service desk, executive support, and service performance management capabilities, including KPIs, SLAs, XLAs, scorecards, service reviews, employee sentiment, and stakeholder experience measures.

• Experience operating in regulated pharmaceutical, biotechnology, healthcare, or similarly controlled environments with strong understanding of GxP, audit readiness, validation, privacy, cybersecurity, and operational controls.

• Strong understanding of automation, workflow orchestration, self-service, virtual agents, knowledge management, predictive analytics, agent assist, and responsible AI-enabled service management capabilities.

• Exceptional executive leadership, communication, stakeholder management, vendor management, talent development, and change leadership skills.

• ITIL certification or equivalent service management expertise strongly preferred; ServiceNow leadership experience preferred