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

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Position Summary

The Senior Director, Global Services Technology and Digital Services serves as the senior Illumina Digital Services leader dedicated to the global Services organization. The role is accountable for the technology strategy, digital capabilities, engineering, delivery, and operational performance supporting Customer Service, Contact Center operations, Field Service, service operations, and Illumina Lab Services.

 

This leader serves as the primary Illumina Digital Services partner to global Services leadership and translates service strategy, customer needs, operational requirements, and growth priorities into an integrated technology and product roadmap. The role is responsible for enabling 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.

 

The Senior Director leads a globally distributed and 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. Illumina Lab Services is an important component of the portfolio, with specific accountability for the technology capabilities supporting laboratory workflows, operational data, quality and compliance requirements, and data delivery.

The role partners across Illumina Digital Services and Commercial on shared customer journeys, customer data, enterprise platforms, integrations, and cross-functional priorities while maintaining clear accountability for Services technology strategy, execution, talent, and operational performance.

Essential Duties and Responsibilities

Global Services Technology Strategy & Business Partnership

• Serve as the primary Illumina Digital Services partner to Global Services leadership.
• Develop and execute the technology roadmap supporting 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 technology delivery and outcomes.

Customer Service, Contact Center & Field Service Technology

• Lead technology strategy and delivery supporting Customer Service, Contact Center, Field Service, and Service Operations.
• Improve customer and employee experiences through digital capabilities, automation, analytics, and AI-enabled solutions.
• Drive operational effectiveness through improvements in case management, work-order execution, customer communications, and service insights.
• Ensure service platforms are scalable, secure, integrated, and aligned with enterprise standards.

ILS Technology Enablement

• Provide technology leadership for Illumina Lab Services as part of the broader Global Services portfolio.
• Partner with Illumina Lab Services 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.
• Ensure alignment between Illumina Lab Services technology needs and enterprise capabilities.

Technology Delivery & Operational Excellence

• 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, and operational discipline.
• Establish consistent engineering, delivery, and service management practices.

Data, Automation, AI & Digital Innovation

• Develop data, automation, and AI capabilities that improve customer experience, operational performance, and workforce productivity.
• Advance the use of customer, service, field, and operational data to improve decision-making and business performance.
• Identify opportunities to simplify processes, improve efficiency, and create business value through technology innovation.
• Ensure AI and automation solutions comply with enterprise governance, security, and compliance requirements.

Portfolio, Financial, Vendor & Risk Management

• Manage the Global Services technology portfolio, including investments, budgets, resources, vendors, and strategic initiatives.
• Maintain accountability for cost, delivery, risk management, and business outcomes.
• Oversee strategic vendor and partner relationships.
• Ensure appropriate management of quality, regulatory, cybersecurity, privacy, and operational risks.

Global Organizational & Talent Leadership

• Lead and develop a high-performing global technology organization supporting Global Services.
• Establish organizational priorities, workforce plans, and succession strategies aligned with business needs.
• Foster a culture of accountability, collaboration, innovation, customer focus, and operational excellence.
• Build leadership and technical capabilities required to support future growth.

Key Competencies

Global Services Business and Technology Leadership

• Understands global service models, customer journeys, Contact Center operations, Field Service, service delivery, Illumina Lab Services workflows, and the technology and data capabilities required to support them. Converts business strategy and operational needs into practical roadmaps, priorities, and investment decisions.

Customer and Operational Excellence

• Uses customer needs and operational performance to shape technology priorities. Establishes disciplined operating mechanisms that improve service quality, reliability, responsiveness, scalability, productivity, and delivery predictability.

Global Matrix Leadership

• Leads effectively across functions, regions, cultures, reporting relationships, and organizational boundaries. Establishes clear ownership and decision rights, resolves competing priorities, and creates alignment without relying exclusively on direct authority.

Digital, Data, Automation, and AI Fluency

• Applies digital platforms, data, analytics, automation, and AI to improve customer experiences, service workflows, workforce productivity, and decision-making while maintaining appropriate governance and controls.

Organizational and Talent Leadership

• Builds and develops a high-performing global organization with the leadership depth, technical capabilities, and workforce flexibility needed to support current operations and future growth. Holds leaders accountable for outcomes, talent development, collaboration, and leadership behavior.

 

Supervisory Responsibilities

• This role includes direct and indirect supervision of a global team of technology leaders and professionals, with responsibility for performance management, coaching and development, succession planning, workload prioritization, resource allocation, and day-to-day oversight.
• The position is also responsible for organizational design, workforce planning, hiring, onboarding, talent development, and navigating people-related matters in alignment with company policies, values, leadership expectations, and evolving workplace requirements.
• The Senior Director leads through multiple levels of leadership and is accountable for the performance of employees, contractors, strategic partners, and managed service providers supporting the global Services technology portfolio.

Requirements

• Typically requires a Bachelor's degree in information technology, computer science, engineering, data science, business, or a related field and a minimum of 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.
• 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.

 

Preferred

• 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.

 

Additional Requirements

• Flexible to work across multiple time zones and outside standard business hours when required to support global operations, critical incidents, customer commitments, and business priorities.
• Ability to travel domestically and internationally as required. Anticipated travel is approximately 20% of the time.
• 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.

The estimated base salary range for the Senior Director, IT – Global Service, Support & Laboratory Operations role based in the United States of America is: $205,100 - $307,700. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. The range reflects long‑term growth in the role; therefore, most candidates are hired between the minimum and middle of the range. Placement depends on experience, skills, location, and internal equity. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants.