Senior Itsm Director Jobs (NOW HIRING)

The Executive Director, Global Technology Service Delivery is a senior leadership role in the Global Technology Solutions (GTS) Enterprise Technology and Architecture team. They are responsible for driving the strategy, governance, and operational excellence of enterprise technology services across the organization. This position oversees global technology platforms, ensuring seamless delivery of end user computing, collaboration platforms, end-user support, and IT service management (ITSM) capabilities.

This role demands technical expertise, strong leadership, and the capacity to drive transformation while ensuring end-user productivity, compliance, and innovation in a regulated pharmaceutical and life sciences setting.

Essential Functions of the Job:

Strategic Leadership & Governance

• Define and execute the global technology strategy aligned with business objectives and regulatory requirements.
• Establish governance frameworks for technology services, ensuring compliance with data privacy/residency laws, GxP and other industry standards.
• Partner with senior business and technology leaders to drive digital transformation initiatives and operational efficiency.

Technology Oversight

• Lead global support services, including Microsoft 365 administration, end user computing , enterprise collaboration platforms , and communication tools .
• Oversee global helpdesk operations , ensuring high-quality, timely support for end-users across all regions.
• Manage IT Service Management (ITSM) processes and platforms, driving continuous improvement and automation.
• Ensure reliable conference room technology and site support services for global offices and facilities.
• Drive the deployment of ServiceNow to support enhanced ITSM process and procedures.

Service Delivery & Performance

• Develop and monitor KPIs and SLAs for technology services, ensuring exceptional user experience and operational resilience.
• Implement proactive monitoring and incident management strategies to minimize downtime and disruptions.
• Drive vendor management and strategic partnerships to optimize service delivery and cost efficiency.

Compliance & Risk Management

• Ensure adherence to data privacy, cybersecurity, and regulatory compliance requirements within pharma and life sciences.
• Lead audits and risk assessments for technology services, implementing corrective actions as needed.

Team Leadership & Development

• Build and lead a high-performing global team, fostering a culture of collaboration, accountability, and innovation.
• Mentor and develop talent, ensuring succession planning and career growth opportunities.
• Partner closely with regional technology leaders to ensure alignment on strategy.
• Partner with cybersecurity team to ensure the highest standards of security are applied and maintained to the technology stack.
• Partner with BeOne technology leaders and stakeholders to ensure technology stack supports business goals.
• Manage vendor relationships and negotiate contracts for operational services.

Qualifications:

• 14+ years in technology service delivery leadership roles, with at least 8 years in a global leadership capacity.
• Bachelor's degree in Information Technology, Computer Science, or related field; advanced degree preferred.
• Proven experience managing global solutions including Microsoft 365 , Azure, ITSM platforms (e.g., ServiceNow) , enterprise collaboration tools (e.g. MS Teams), end user computing and services.
• Strong background in pharmaceutical or life sciences industry , with knowledge of GxP, HIPPAA and regulatory compliance.
• Expertise in managing global helpdesk and site support services
• Strategic thinking with ability to execute operational excellence.
• Exceptional leadership, communication, and stakeholder management skills.
• Strong vendor management and negotiation capabilities.
• ITIL Expert or equivalent in IT Service Management
• Microsoft Certified: Enterprise Administrator Expert
• PMP or similar project management certification (pref).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.