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.
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.

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, HIPAA 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).

Executive Director, Global Technology Service Delivery

Key skills