Senior Director, IT – Global Service, Support & Laboratory Operations

Illumina • San Diego, CA

10d • $205,100 - $307,700

About The Position

The Senior Director, Global Services Technology and Digital Services is the senior Illumina Digital Services leader dedicated to the global Services organization. The role owns technology strategy, digital capabilities, engineering, delivery, and operational performance for Customer Service, Contact Center operations, Field Service, service operations, and Illumina Lab Services. It partners with Global Services leadership to translate service strategy, customer needs, operational requirements, and growth priorities into an integrated technology and product roadmap, enabling consistent, connected, and scalable service experiences across digital and human channels.

The role leads a globally distributed, highly matrixed organization and works across Services, Commercial, Illumina Lab Services, Quality, Regulatory, Finance, Product, Data and Analytics, Enterprise Architecture, Infrastructure, Information Security, and other Illumina Digital Services functions. It has specific accountability for technology supporting Illumina Lab Services laboratory workflows, operational data, quality and compliance requirements, and data delivery. The Senior Director partners on shared customer journeys, customer data, enterprise platforms, integrations, and cross-functional priorities while retaining accountability for Services technology strategy, execution, talent, and operational performance.

The position manages the Global Services technology portfolio, including investments, budgets, resources, vendors, and strategic initiatives. It leads and develops a high-performing global technology organization, ensures reliable and secure operations, and advances technology capabilities through platform modernization, automation, analytics, and AI. The role includes direct and indirect supervision of global technology leaders and professionals, organizational design and workforce planning, performance management, coaching and development, succession planning, hiring, onboarding, resource allocation, and oversight of employees, contractors, strategic partners, and managed service providers.

Requirements

• Typically requires a bachelor's degree in information technology, computer science, engineering, data science, business, or a related field and at least 20 years of related experience, including 12 or more years of management experience, or an equivalent combination of education and experience.
• Demonstrated experience leading technology strategy, digital capabilities, engineering, delivery, and operational support for complex global service organizations.
• Experience supporting multiple service capabilities, such as Customer Service, Contact Center, Field Service, service operations, customer portals, CRM, or laboratory services.
• Demonstrated experience leading large, globally distributed teams in a highly matrixed organization and managing through multiple leadership levels.
• Ability to partner with senior business leaders and translate business strategies and operational requirements into technology roadmaps and investment priorities.
• Experience managing mission-critical technology platforms, service operations, production support, incidents, business continuity, and platform lifecycle risk.
• Experience delivering complex, cross-functional technology programs with accountability for scope, quality, delivery, adoption, operational readiness, and business outcomes.
• Experience managing significant operating and capital budgets, technology portfolios, vendors, contracts, and external service providers.
• Knowledge of CRM, Contact Center, Field Service, enterprise architecture, systems integration, data platforms, cloud technology, cybersecurity, automation, and modern software-engineering practices.
• Demonstrated experience operating in a regulated, quality-controlled, or otherwise highly governed environment.
• Strong executive communication, stakeholder management, decision-making, and conflict-resolution capabilities.
• Flexibility to work across multiple time zones and outside standard business hours when required for global operations, critical incidents, customer commitments, and business priorities.
• Ability to travel domestically and internationally as required; anticipated travel is approximately 20%.
• Ability to operate effectively in customer service, field service, laboratory, office, and virtual environments and in a complex, rapidly evolving, highly matrixed global organization.
• Demonstrated commitment to quality, integrity, customer focus, collaboration, and responsible technology leadership.

Nice To Haves

• Master's degree in business administration, information technology, computer science, engineering, data science, or a related field.
• Experience in life sciences, biotechnology, diagnostics, healthcare, laboratory services, medical technology, or another highly regulated industry.
• Experience leading global Customer Service, Contact Center, Field Service, service-management, CRM, customer portal, or omnichannel service technology transformations.
• Experience supporting laboratory workflows, scientific data platforms, sample-management capabilities, analysis workflows, or customer data-delivery solutions.
• Knowledge of regulated-system expectations, including computer system validation, electronic records, data integrity, privacy, quality management, and audit requirements.
• Experience using AI, automation, analytics, and modern engineering practices to improve service delivery and operational productivity.
• Experience leading global platform modernization, architecture standardization, cloud transformation, technology consolidation, or significant operating-model change.

Responsibilities

• Serve as the primary Illumina Digital Services partner to Global Services leadership.
• Develop and execute the technology roadmap for Customer Service, Contact Center, Field Service, Service Operations, and Illumina Lab Services.
• Align technology investments with customer experience, operational excellence, and business priorities; establish governance, prioritization, and accountability for delivery and outcomes.
• Lead strategy and delivery for Customer Service, Contact Center, Field Service, and Service Operations technology.
• Improve customer and employee experiences through digital capabilities, automation, analytics, and AI-enabled solutions.
• Improve case management, work-order execution, customer communications, service insights, and operational decision-making.
• Ensure service platforms are scalable, secure, integrated, and aligned with enterprise standards.
• Provide technology leadership for Illumina Lab Services, supporting laboratory operations, quality requirements, operational data, and data delivery.
• Improve reliability, scalability, compliance, and operational efficiency across Illumina Lab Services technology platforms and align them with enterprise capabilities.
• Lead delivery, support, and lifecycle management of Global Services technology capabilities.
• Ensure reliable, secure, and resilient technology operations that support business continuity and customer commitments.
• Drive continuous improvement through platform modernization, automation, operational discipline, and consistent engineering, delivery, and service-management practices.
• Develop data, automation, and AI capabilities to improve customer experience, operational performance, workforce productivity, and decision-making, while meeting governance, security, and compliance requirements.
• Manage the Global Services technology portfolio, including investments, budgets, resources, vendors, and strategic initiatives; maintain accountability for cost, delivery, risk, and business outcomes.
• Oversee strategic vendor and partner relationships and manage quality, regulatory, cybersecurity, privacy, and operational risks.
• Lead and develop a high-performing global technology organization, setting organizational priorities, workforce plans, and succession strategies.
• Foster accountability, collaboration, innovation, customer focus, and operational excellence, and build leadership and technical capabilities for future growth.
• Supervise global teams through performance management, coaching, development, succession planning, workload prioritization, resource allocation, and day-to-day oversight.
• Oversee organizational design, workforce planning, hiring, onboarding, talent development, and people-related matters in alignment with company policies and expectations.

Benefits

• Variable cash program (bonus or commission) eligibility.
• Equity may be included for eligible roles.
• Access to genomics sequencing.
• Family planning benefits.
• Health, dental, and vision benefits.
• Retirement benefits.
• Paid time off.
• Employee Resource Groups offering career development experiences, cultural awareness, and social responsibility opportunities.

What This Job Offers

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