Senior Director, IT – Global Service, Support & Laboratory Operations
Core
Senior leader accountable for technology strategy, digital capabilities, engineering, and operational performance supporting global Customer Service, Contact Center, Field Service, and Illumina Lab Services.
Role type
Senior Director, Global Services Technology & Digital Services
Builds
Scalable, connected service experiences across digital and human channels; technology platforms for laboratory workflows, operational data, and quality compliance.
Domain
Life Sciences / Genomics / Global Service Operations
Required skills
Global services business leadership, technology roadmap development, cross-functional matrix leadership, data and AI fluency, organizational and talent leadership, vendor and risk management
Preferred skills
Experience with Illumina Lab Services workflows, digital transformation in service operations, AI-enabled solutions for customer experience
Technologies
Digital platforms, data analytics, automation, AI solutions, enterprise platforms, service management tools
Responsibilities
Develop and execute technology roadmap for global services; lead delivery and lifecycle management of service technology capabilities; manage global services technology portfolio, budgets, and vendors; lead and develop a high-performing global technology organization; partner with Illumina Lab Services on technology enablement for laboratory operations
Seniority
Senior Director, strategic leadership & organizational management
