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

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

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