Associate Director, Global Process Owner - Requisition to Pay Service Desk
Bristol Myers Squibb, Tampa, FL, United States
Role Overview
Associate Director, Requisition to Pay (R2P) Service Desk responsible for defining and leading the global strategy, governance, and performance of the R2P Service Desk. The role serves as the global process owner, acting as the main liaison among Global Process Owners, Global Financial Services Operations, IT, Finance, and managed service providers. Major Responsibilities And Accountabilities
R2P Service Desk Strategy & Governance
Define and own global vision and strategy across internal and supplier-facing support models. Establish global standards, policies, and process definitions. Ensure consistent, well-governed service desk model with clear process maps, controls, and adherence to BMS policies, SOX, and business control frameworks. Serve as global subject‑matter expert and provide governance oversight for activities delivered by internal teams and managed service providers.
User Experience & Supplier Experience Leadership
Continuously improve end‑to‑end experience for internal BMS users and external suppliers. Define experience standards, success measures, and feedback mechanisms. Partner with Digital, IT, and GPOs to design service desk journeys prioritizing ease of use, timely resolution, and self‑service enablement. Lead enhancements tied to the new Supplier Portal / inquiry tool.
Service Desk Optimization & Transformation
Lead R2P Service Desk Optimization program: demand management, intake redesign, ticket categorization, routing, automation, SLA & KPI redesign, workforce and capacity optimization. Drive opportunities to shift activity toward automation, self‑service, reduce manual handling, and improve cycle times and customer satisfaction.
Performance Management, Analytics & Continuous Improvement
Define and monitor KPIs and analytics: volume, cycle time, SLA performance, adoption & compliance, 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.
Stakeholder, Technology & Change Management
Collaborate with R2P and Global Procurement Process Owners, Global Financial Services Operations, IT, Finance, Tax, and Digital teams. Work with IT on ServiceNow, contact center, and inquiry management technologies. Lead change management, communications, and training for adoption of new capabilities. Support onboarding of new scope (e.g., M&A, new technologies, new processes).
Qualifications
Bachelor’s degree in Business Administration, Information Technology, or related field. At least 7 years of relevant experience, including 4 years supporting procurement, finance, or R2P processes and technologies. Strong experience with enterprise ticketing and inquiry management platforms; ServiceNow strongly preferred. Proven leadership of global, cross‑functional initiatives. Ability to operate effectively in a global, matrixed environment. Compensation Overview
Tampa, FL – U.S.: $161,250 – $195,391 Benefits
Health Coverage: Medical, pharmacy, dental, and vision care. Well‑being Support: BMS Well‑Being Account, BMS Living Life Better, Employee Assistance Programs (EAP). Financial Well‑being: 401(k) plan, disability, life and accident insurance, supplemental health insurance, travel protection, liability protection, identity theft benefit, legal support, survivor support. Work‑life benefits: Paid Time Off, flexible time off, unlimited paid national holidays (subject to location), summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, military needs, and annual Global Shutdown. On‑site Protocol
Occupancy type (site-essential, site-by-design, field-based, remote-by-design) determined by role responsibilities. Site-essential roles require 100% onsite; site-by-design roles may be hybrid with at least 50% onsite; field-based and remote-by-design roles require essential onsite presence as needed. Supporting People With Disabilities
BMS is dedicated to ensuring people with disabilities can excel. Requests for reasonable accommodations can be submitted prior to accepting a job offer. For assistance, contact adastaffingsupport@bms.com. Candidate Rights
BMS considers qualified applicants with arrest and conviction records in accordance with applicable laws. Data Protection
Payments, personal or financial information will not be requested during the application process. For further information, visit https://careers.bms.com/fraud-protection.
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Associate Director, Requisition to Pay (R2P) Service Desk responsible for defining and leading the global strategy, governance, and performance of the R2P Service Desk. The role serves as the global process owner, acting as the main liaison among Global Process Owners, Global Financial Services Operations, IT, Finance, and managed service providers. Major Responsibilities And Accountabilities
R2P Service Desk Strategy & Governance
Define and own global vision and strategy across internal and supplier-facing support models. Establish global standards, policies, and process definitions. Ensure consistent, well-governed service desk model with clear process maps, controls, and adherence to BMS policies, SOX, and business control frameworks. Serve as global subject‑matter expert and provide governance oversight for activities delivered by internal teams and managed service providers.
User Experience & Supplier Experience Leadership
Continuously improve end‑to‑end experience for internal BMS users and external suppliers. Define experience standards, success measures, and feedback mechanisms. Partner with Digital, IT, and GPOs to design service desk journeys prioritizing ease of use, timely resolution, and self‑service enablement. Lead enhancements tied to the new Supplier Portal / inquiry tool.
Service Desk Optimization & Transformation
Lead R2P Service Desk Optimization program: demand management, intake redesign, ticket categorization, routing, automation, SLA & KPI redesign, workforce and capacity optimization. Drive opportunities to shift activity toward automation, self‑service, reduce manual handling, and improve cycle times and customer satisfaction.
Performance Management, Analytics & Continuous Improvement
Define and monitor KPIs and analytics: volume, cycle time, SLA performance, adoption & compliance, 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.
Stakeholder, Technology & Change Management
Collaborate with R2P and Global Procurement Process Owners, Global Financial Services Operations, IT, Finance, Tax, and Digital teams. Work with IT on ServiceNow, contact center, and inquiry management technologies. Lead change management, communications, and training for adoption of new capabilities. Support onboarding of new scope (e.g., M&A, new technologies, new processes).
Qualifications
Bachelor’s degree in Business Administration, Information Technology, or related field. At least 7 years of relevant experience, including 4 years supporting procurement, finance, or R2P processes and technologies. Strong experience with enterprise ticketing and inquiry management platforms; ServiceNow strongly preferred. Proven leadership of global, cross‑functional initiatives. Ability to operate effectively in a global, matrixed environment. Compensation Overview
Tampa, FL – U.S.: $161,250 – $195,391 Benefits
Health Coverage: Medical, pharmacy, dental, and vision care. Well‑being Support: BMS Well‑Being Account, BMS Living Life Better, Employee Assistance Programs (EAP). Financial Well‑being: 401(k) plan, disability, life and accident insurance, supplemental health insurance, travel protection, liability protection, identity theft benefit, legal support, survivor support. Work‑life benefits: Paid Time Off, flexible time off, unlimited paid national holidays (subject to location), summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, military needs, and annual Global Shutdown. On‑site Protocol
Occupancy type (site-essential, site-by-design, field-based, remote-by-design) determined by role responsibilities. Site-essential roles require 100% onsite; site-by-design roles may be hybrid with at least 50% onsite; field-based and remote-by-design roles require essential onsite presence as needed. Supporting People With Disabilities
BMS is dedicated to ensuring people with disabilities can excel. Requests for reasonable accommodations can be submitted prior to accepting a job offer. For assistance, contact adastaffingsupport@bms.com. Candidate Rights
BMS considers qualified applicants with arrest and conviction records in accordance with applicable laws. Data Protection
Payments, personal or financial information will not be requested during the application process. For further information, visit https://careers.bms.com/fraud-protection.
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