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

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

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.

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