Executive Director, Global Technology Service Management
Job Title: Executive Director, Global Technology Service Management
Job Location: Remote (US), United States of America
Job Location Type: Remote
Job Contract Type: Full-time
Job Seniority Level:
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 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, Comp