Executive Director, Global Technology Service Delivery
BeOne continues to grow at a rapid pace with challenging and exciting opportunities for experienced professionals. When considering candidates, we look for scientific and business professionals who are highly motivated, collaborative, and most importantly, share our passionate interest in fighting cancer.
The Executive Director, Global Technology Service Management executesBeOne’senterprise 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 roleoversees theServiceNowplatform,global service desk operations, executive support,ITSM processes, service governance,automation, experience management,and performanceaccountabilityas an integrated service management ecosystem designedtodeliverconsistent, scalable, and high-quality technology servicesworldwide.
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 theRole:
Enterprise Service Management & Governance
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Define and execute the enterprise service management framework, including standards, governance, service ownership, support models, escalation paths, and lifecycle practices.
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Maintain service catalog governance, service taxonomy, service data quality, and consistent onboarding practices for technology services.
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Extend enterprise service management practices beyond IT where appropriate to enable consistent, controlled, and measurable business services.
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Drive continual service improvement across the technology service portfolio.
Service Performance & Accountability
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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.
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Use service analytics, trend data, employee sentiment, and operational insights to identify friction, reduce recurring issues, and improve service reliability.
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Translate performance insights into prioritized improvement actions that strengthen employee experience, business stakeholder satisfaction, and service outcomes.
ServiceNow, ITSM & Automation
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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.
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Lead maturity of Incident, Request, Change, Problem, Knowledge, Asset, Configuration, Service Catalog, and related ITSM disciplines.
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Advance workflow standardization, orchestration, self-service, virtual agent, knowledge management, predictive routing, agent assist, and AI-enabled service capabilities.
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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
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Lead global service desk and executive support operations with consistent standards, regional alignment, and strong customer experience.
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Drive operational excellence, workforce performance, quality management, and support model effectiveness.
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Ensure support capabilities align with enterprise service management governance and operational requirements.
Compliance, Risk & Controls
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Ensure service management processes and platforms meet applicableGxP, privacy, cybersecurity, audit, validation, and regulatory requirements.
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Partner with Quality, Compliance, Validation, Cybersecurity, and Risk teams to maintain controls, procedures, and auditable records.
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Support audits