Beigene

Beigene

Executive Director, Global Technology Service Management

Remote (US) · Director

Sponsorship not specified$278k-$358kDetected 26 days ago
Data AnalysisAI OrchestrationStakeholder ManagementVendor ManagementPerformance ManagementLeadershipCommunicationCollaborationProblem SolvingGxP

About the role

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

Responsibilities

  • 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.
  • Maintain service catalog governance, service taxonomy, service data quality, and consistent onboarding practices for technology services.
  • Drive continual service improvement across the technology service portfolio.
  • 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 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.
  • 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.

Requirements

  • Bachelor's degree and 14+ years of technology operations, service management, or service delivery leadership experience, including 8+ years leading within complex global organizations.
  • Deep experience with ServiceNow as an enterprise workflow platform, including platform governance, adoption, roadmap execution, data quality, and business outcome accountability.
  • Strong understanding of automation, workflow orchestration, self-service, virtual agents, knowledge management, predictive analytics, agent assist, and responsible AI-enabled service management capabilities.
  • Demonstrated success leading enterprise service management functions at scale, including service governance, ownership models, operating models, service data quality, and performance programs.
  • 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.
  • Exceptional executive leadership, communication, stakeholder management, vendor management, talent development, and change leadership skills.
  • Global Competencies
  • When we exhibit our values of Patients First, Driving Excellence, Bold Ingenuity and Collaborative Spirit, through our twelve global competencies below, we help get more affordable medicines to more patients around the world.
  • Fosters Teamwork
  • Provides and Solicits Honest and Actionable Feedback

Nice to have

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

Compensation

  • $278,200.00 - $358,200.00 annually BeOne is committed to fair and equitable compensation practices.
  • Actual compensation packages are determined by several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, certifications, relevant education or training, and specific work location.
  • The recruiter can share more about the specific salary range for a preferred location during the hiring process.
  • Please note that the listed range reflects the base salary or hourly range only.
  • Non-Commercial roles are eligible to participate in the annual bonus plan, and Commercial roles are eligible to participate in an incentive compensation plan.

Benefits

  • The Company has a comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness.
  • BeOne does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law.

Equal opportunity

  • We are proud to be an equal opportunity employer.
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This listing is sourced directly from Beigene's careers page and normalized into a canonical job model.