Associate Director, Global Process Owner - Requisition to Pay Service Desk

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 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 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. #J-18808-Ljbffr Scorpion Therapeutics