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

Illumina•San Diego, CA

About The Position

The Senior Director, Global Services Technology and Digital Services serves as the senior Illumina Digital Services leader dedicated to the global Services organization. This role is accountable for technology strategy, digital capabilities, engineering, delivery, and operational performance supporting Customer Service, Contact Center operations, Field Service, service operations, and Illumina Lab Services. The leader partners with global Services leadership to translate service strategy, customer needs, operational requirements, and growth priorities into an integrated technology and product roadmap. The position enables consistent, connected, and scalable service experiences across digital and human channels while improving case management, work-order execution, remote and field support, customer communications, service analytics, and operational decision-making. It leads a globally distributed, highly matrixed organization and collaborates across Services, Commercial, Illumina Lab Services, Quality, Regulatory, Finance, Product, Data and Analytics, Enterprise Architecture, Infrastructure, Information Security, and other Illumina Digital Services functions. The role has specific accountability for technology supporting Illumina Lab Services workflows, operational data, quality and compliance requirements, and data delivery, while partnering on shared customer journeys, customer data, enterprise platforms, integrations, and cross-functional priorities. The Senior Director leads technology strategy and delivery for Global Services, including customer service, contact center, field service, service operations, and laboratory services. The role oversees technology delivery, support, lifecycle management, reliable and secure operations, continuous improvement, platform modernization, automation, and service management practices. It advances data, automation, and AI capabilities while ensuring appropriate governance, security, and compliance. The position also manages the technology portfolio, budgets, resources, vendors, strategic initiatives, risks, and business outcomes, and leads organizational design, workforce planning, talent development, succession, and performance across a global team and its partners. This role requires flexibility across time zones and may require work outside standard business hours for global operations, critical incidents, customer commitments, and business priorities. Domestic and international travel is required as needed, with anticipated travel of approximately 20%. The role operates across customer service, field service, laboratory, office, and virtual environments. The estimated U.S. base salary range is $205,100–$307,700. Employees are eligible for a variable cash program, and eligible roles may receive equity. Benefits include access to genomics sequencing, family planning, health, dental and vision coverage, retirement benefits, and paid time off.

Requirements

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.
Experience leading large, globally distributed teams in a highly matrixed organization and managing through multiple leadership levels.
Proven 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.
Demonstrated 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.
Ability to work across multiple time zones and outside standard business hours when required.
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.
Ability to work 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 technology strategy and delivery for Customer Service, Contact Center, Field Service, and Service Operations, improving experiences through digital capabilities, automation, analytics, and AI-enabled solutions.
Improve case management, work-order execution, customer communications, and service insights, and ensure platforms are scalable, secure, integrated, and aligned with enterprise standards.
Provide technology leadership for Illumina Lab Services and partner with its leadership to support laboratory operations, quality requirements, operational data, and data delivery.
Improve reliability, scalability, compliance, and operational efficiency across Illumina Lab Services technology platforms and align their needs with enterprise capabilities.
Lead delivery, support, and lifecycle management of Global Services technology capabilities; ensure reliable, secure, and resilient operations supporting 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, decision-making, and business value while ensuring governance, security, and compliance.
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 priorities, workforce plans, and succession strategies aligned with business needs.
Foster accountability, collaboration, innovation, customer focus, and operational excellence, and build leadership and technical capabilities for future growth.
Supervise and develop a global team through performance management, coaching, succession planning, workload prioritization, resource allocation, and day-to-day oversight.
Manage organizational design, workforce planning, hiring, onboarding, talent development, and people-related matters in alignment with company policies and expectations.
Lead through multiple levels of leadership and be accountable for employees, contractors, strategic partners, and managed service providers supporting the global Services technology portfolio.
Work flexibly across time zones and outside standard business hours when required; travel domestically and internationally as needed, with anticipated travel of approximately 20%.
Operate effectively in customer service, field service, laboratory, office, and virtual environments.

Benefits

Access to genomics sequencing
Family planning benefits
Health insurance
Dental insurance
Vision insurance
Retirement benefits
Paid time off
Variable cash program (bonus or commission)
Equity for eligible roles
Employee Resource Groups that offer career development experiences and opportunities to engage in social responsibility