Sr. Director of IT Global End User Support Services, Employee Experience Job at Gilead Sciences
For Current Gilead Employees and Contractors:
Please log onto your
Internal Career Site
to apply for this job.
Job Description
POSITION SUMMARY
The Sr. Director of IT Global End User Support Services is responsible to lead Enterprise Service Desk, Site Support and VIP Support Services at Gilead. This leadership role will be part of IT Employee Experience team within Information Technology and develops the organization's customer service strategy and manages the overall performance of people and processes to achieve the highest levels of employee productivity, end user satisfaction, and enhance delivery processes and support services.
ESSENTIAL JOB FUNCTIONS
- Oversee a large Enterprise Service Desk organization across 30+ countries globally, Site Support Services and VIP Support Services.
- Lead and manage employee onboarding team and processes.
- Oversee SCCM team that is responsible for providing design, deploy, configure and support of software packages to end point devices.
- Monitor and report on organizational service levels and key performance indicators.
- Deploy IT Concierge Desk for new sites across the geographic.
- Manage customer and incident escalations.
- Partner and collaborate with organizations outside of IT such as HR and financial services to fully leverage the ServiceNow platform and make it one-stop shop and single-point-of-entry for end user service requests and incidents.
- Identify opportunities for improvement by tracking and evaluating execution of service processes and service delivery models.
REQUIRED SKILLS & JOB QUALIFICATIONS
- Minimum 15+ years of IT experience with progressive responsibilities, and with at least 5 years of leading global customer support and service desks.
- Experience with ITSM tools such as Service Now.
- IT professional with a proven people management and leadership experience.
- Excellent presentation, facilitation, and diplomacy skills.
- Strong verbal and written communication skills .
- Strong partnership with IT and business teams,
- Ability to perform trend analysis and pattern recognition to inform decision making and provide expert advice and recommendations to senior management and other IT teams on specialists on critical customer service issues and major incidents.
- Ability to work in a fast paced, highly visible, changing environment.
- Proven ability at building trust with partners & peers and influence senior management.
- Ability to multitask and manage multiple topics and demands concurrently.
- Strong working knowledge of IT processes (i.e., ITIL) including incident, problem, defect, change and release management.
- Prior working experience in a Pharmaceutical company is a big plus.
- Highly organized, results-oriented, practical, and attentive to details.
- High level of personal integrity consistent with Gilead’s core values.
EDUCATION & CERTIFICATION
- Bachelor of Science degree in management information systems, computer science, engineering or other IT-related major is required, or 15+ years of relevant experience.
- 5 or more years of experience in leading large scale end user service organization or call centers.
- An ITIL certification is a big plus.
For jobs in the United States:
As an equal opportunity employer, Gilead Sciences Inc. is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact
Following extensive monitoring, research, consideration of business implications and advice from internal and external experts, Gilead has made the decision to require all U.S., Canada, Australia, Singapore, and Hong Kong employees and contractors to receive the COVID-19 vaccines as a condition of employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.
careers@gilead.com
for assistance.
Following extensive monitoring, research, consideration of business implications and advice from internal and external experts, Gilead has made the decision to require all U.S., Canada, Australia, Singapore, and Hong Kong employees and contractors to receive the COVID-19 vaccines as a condition of employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.
For more information about equal employment opportunity protections, please view the
'Know Your Rights'
poster.
NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT
YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.
Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.
For Current Gilead Employees and Contractors:
Please log onto your
Internal Career Site
to apply for this job.
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