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, 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
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.
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. Packages may vary by location due to differences in the cost of labor. 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. All Company employees have the opportunity to own shares of BeOne Medicines Ltd. stock because all employees are eligible for discretionary equity awards and to voluntarily participate in the Employee Stock Purchase Plan. The Company has a comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness.
We are proud to be an equal opportunity employer. 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. All employment is decided on the basis of qualifications, merit, and business need. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans’ Readjustment Assistance Act of 1974, Title I of the Americans with Disabilities Act of 1990, and any other applicable federal, state or local laws, applicants who require reasonable accommodation in the job application process may contact accommodationsus@beonemed.com.
SAGE Publishing
Digital Data Foundation
KeepITup
N26
Broadridge
BeiGene
BeiGene
BeiGene
