Associate Director, Global Process Owner - Requisition to Pay Service Desk
Bristol Myers Squibb
4 months ago
Remote friendly (Tampa, FL)
United States
IT
Associate Director, Requisition to Pay (R2P) Service Desk
Responsibilities
- Define and own the global vision and strategy for the Requisition to Pay Service Desk across internal and supplier-facing support models.
- Establish and maintain global standards, policies, and process definitions for R2P service desk operations.
- Ensure a consistent, well-governed service desk model supported by process maps, work instructions, and controls aligned with BMS policies, SOX, and business control frameworks.
- Serve as global R2P Service Desk subject matter expert across Global Financial Services (GFS), IT, Finance, and business stakeholders.
- Provide governance and oversight for service desk activities delivered by internal teams and managed service providers.
- Own and continuously improve the end-to-end experience for internal BMS users seeking R2P support and external suppliers for inquiries, issue resolution, and payment support.
- Define experience standards, success measures, and feedback mechanisms for both audiences.
- Partner with Digital, IT, and Global Process Owners to design service desk journeys emphasizing ease of use/clarity, timely resolution, first-contact resolution, and self-service enablement.
- Lead enhancements tied to the new Supplier Portal / inquiry tool and ensure seamless integration with service desk processes.
- Provide leadership for the R2P Service Desk Optimization program (demand/intake redesign, ticket categorization, routing, automation, SLA/KPI redesign, workforce/capacity optimization).
- Identify and drive opportunities to shift activity toward automation and self-service, reduced manual handling, improved cycle times, and customer satisfaction.
- Define and monitor service desk KPIs/analytics (volume, cycle time, SLA performance, adoption/compliance, user and supplier satisfaction).
- Use data/insights to identify performance gaps and improvement opportunities.
- Lead corrective action plans and continuous improvement initiatives with operations and managed service providers (MSPs).
- Partner with R2P and Global Procurement Global Process Owners, Global Financial Services Operations, IT, Finance, Tax, and Digital teams.
- Collaborate with IT on ServiceNow, contact center, and inquiry management technologies.
- Lead change management, communications, and training to drive adoption of new service desk capabilities.
- Support onboarding of new scope into the R2P Service Desk model (e.g., M&A, new technologies, new processes).
Qualifications
Minimum Requirements
- Bachelor’s degree in business administration, Information Technology, or related field.
- 7+ years relevant business experience, including 4+ years supporting procurement, finance, or R2P-related processes and technologies.
- Strong experience with enterprise ticketing and inquiry management platforms; ServiceNow strongly preferred.
- Demonstrated experience leading global, cross-functional initiatives.
- Ability to operate effectively in a global, matrixed environment.
Benefits (as explicitly stated)
- Health Coverage: medical, pharmacy, dental, vision.
- Wellbeing Support: BMS Well-Being Account, BMS Living Life Better, Employee Assistance Programs (EAP).
- Financial Well-being and Protection: 401(k), short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, survivor support.
- Paid Time Off: flexible time off (unlimited, with manager approval) and 11 paid national holidays (US Exempt employees); or 160 hours annual paid vacation plus 11 national holidays and 3 optional holidays (Phoenix, AZ / Puerto Rico / Rayzebio exempt, non-exempt, hourly employees).
Compensation
- Tampa, FL, US: $161,250 - $195,391.
Application/Recruitment Instructions (as stated)
- Apply even if the role doesn’t perfectly line up with your resume.
Responsibilities
- Define and own the global vision and strategy for the Requisition to Pay Service Desk across internal and supplier-facing support models.
- Establish and maintain global standards, policies, and process definitions for R2P service desk operations.
- Ensure a consistent, well-governed service desk model supported by process maps, work instructions, and controls aligned with BMS policies, SOX, and business control frameworks.
- Serve as global R2P Service Desk subject matter expert across Global Financial Services (GFS), IT, Finance, and business stakeholders.
- Provide governance and oversight for service desk activities delivered by internal teams and managed service providers.
- Own and continuously improve the end-to-end experience for internal BMS users seeking R2P support and external suppliers for inquiries, issue resolution, and payment support.
- Define experience standards, success measures, and feedback mechanisms for both audiences.
- Partner with Digital, IT, and Global Process Owners to design service desk journeys emphasizing ease of use/clarity, timely resolution, first-contact resolution, and self-service enablement.
- Lead enhancements tied to the new Supplier Portal / inquiry tool and ensure seamless integration with service desk processes.
- Provide leadership for the R2P Service Desk Optimization program (demand/intake redesign, ticket categorization, routing, automation, SLA/KPI redesign, workforce/capacity optimization).
- Identify and drive opportunities to shift activity toward automation and self-service, reduced manual handling, improved cycle times, and customer satisfaction.
- Define and monitor service desk KPIs/analytics (volume, cycle time, SLA performance, adoption/compliance, user and supplier satisfaction).
- Use data/insights to identify performance gaps and improvement opportunities.
- Lead corrective action plans and continuous improvement initiatives with operations and managed service providers (MSPs).
- Partner with R2P and Global Procurement Global Process Owners, Global Financial Services Operations, IT, Finance, Tax, and Digital teams.
- Collaborate with IT on ServiceNow, contact center, and inquiry management technologies.
- Lead change management, communications, and training to drive adoption of new service desk capabilities.
- Support onboarding of new scope into the R2P Service Desk model (e.g., M&A, new technologies, new processes).
Qualifications
Minimum Requirements
- Bachelor’s degree in business administration, Information Technology, or related field.
- 7+ years relevant business experience, including 4+ years supporting procurement, finance, or R2P-related processes and technologies.
- Strong experience with enterprise ticketing and inquiry management platforms; ServiceNow strongly preferred.
- Demonstrated experience leading global, cross-functional initiatives.
- Ability to operate effectively in a global, matrixed environment.
Benefits (as explicitly stated)
- Health Coverage: medical, pharmacy, dental, vision.
- Wellbeing Support: BMS Well-Being Account, BMS Living Life Better, Employee Assistance Programs (EAP).
- Financial Well-being and Protection: 401(k), short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, survivor support.
- Paid Time Off: flexible time off (unlimited, with manager approval) and 11 paid national holidays (US Exempt employees); or 160 hours annual paid vacation plus 11 national holidays and 3 optional holidays (Phoenix, AZ / Puerto Rico / Rayzebio exempt, non-exempt, hourly employees).
Compensation
- Tampa, FL, US: $161,250 - $195,391.
Application/Recruitment Instructions (as stated)
- Apply even if the role doesn’t perfectly line up with your resume.