Associate Director, Global Process Owner - Requisition to Pay Service Desk

Bristol Myers Squibb • Tampa, FL

11d • Hybrid

About The Position

Working with Us Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us. The Associate Director, Requisition to Pay (R2P) Service Desk role is responsible for defining and leading the global strategy, governance, and performance of the R2P Service Desk, providing end‑to‑end support for both internal BMS users and external suppliers across the requisition‑to‑pay lifecycle. This role serves as the global process owner for the R2P Service Desk experience, acting as the primary liaison between Global Process Owners, Global Financial Services Operations, IT, Finance, and managed service providers. This role is a cornerstone of the R2P operating model, directly influencing how BMS employees and suppliers experience our processes every day. It combines process ownership, experience design, operational governance, and transformation leadership — making it a highly visible and impactful Associate Director role within GFS and GBO. A key focus of this role is to drive service desk transformation, including leadership of the Service Desk Optimization initiative and support for the launch of the new Supplier Portal and inquiry management tool, enabling improved self‑service, reduced friction, and enhanced transparency for suppliers and business users.

Requirements

• Minimum education of a bachelor’s degree in business administration, Information Technology, or a related field is required.
• Minimum of seven (7) years of relevant business experience with at least four (4) years of experience supporting procurement, finance, or R2P‑related processes and technologies.
• Strong experience with enterprise ticketing and inquiry management platforms.
• ServiceNow strongly preferred
• Demonstrated experience leading global, cross‑functional initiatives.
• Ability to operate effectively in a global, matrixed environment.

Responsibilities

• R2P Service Desk Strategy & Governance Define and own the global vision and strategy for the Requisition to Pay Service Desk across internal and supplier‑facing support models.
• Establish and maintain global standards, policies, and process definitions for R2P service desk operations.
• Ensure a consistent, well‑governed service desk model supported by: Clearly defined process maps and work instructions as well as controls aligned with BMS policies, SOX, and business control frameworks.
• Serve as the global R2P Service Desk subject matter expert across GFS, IT, Finance, and business stakeholders.
• Provide governance and oversight for service desk activities delivered by internal teams and managed service providers.
• User Experience & Supplier Experience Leadership Own and continuously improve the end‑to‑end experience for: Internal BMS users seeking R2P support & external suppliers interacting with BMS for inquiries, issue resolution, and payment support.
• Define experience standards, success measures, and feedback mechanisms for both audiences.
• Partner with Digital, IT, and GPOs to design service desk journeys that prioritize: Ease of use and clarity, timely resolution and fiirst‑contact resolution & self‑service enablement.
• Lead enhancements tied to the new Supplier Portal / inquiry tool, ensuring seamless integration with service desk processes.
• Service Desk Optimization & Transformation Play a key leadership role in the R2P Service Desk Optimization program including: Demand management & intake redesign, ticket categorization, routing, & automation, SLA & KPI redesign and workforce and capacity optimization.
• Identify and drive opportunities to shift service desk activity toward: Automation & self‑service, reduced manual handling and improved cycle times and customer satisfaction.
• Performance Management, Analytics & Continuous Improvement Define and monitor service desk KPIs and analytics, including: Volume, cycle time, SLA performance, adoption & compliance metrics, plus user & supplier satisfaction measures.
• Use data and insights to proactively identify performance gaps and improvement opportunities.
• Lead corrective action plans and continuous improvement initiatives in partnership with operations and MSPs.
• Stakeholder, Technology & Change Management Partner closely with: R2P and Global Procurement Global Process Owners, Global Financial Services Operations teams, IT, Finance, Tax, & Digital teams.
• Collaborate with IT on ServiceNow, contact center, and inquiry management technologies supporting the R2P Service Desk.
• Lead change management, communications, and training efforts to drive adoption of new service desk capabilities.
• Support onboarding of new scope (e.g., M&A, new technologies, new processes) into the R2P Service Desk model.

Benefits

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.
• Work-life benefits include: Paid Time Off US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees) Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays Based on eligibility, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.
• All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level