Global Services Technology & Digital Platform Director

Illumina, Inc.; San Diego (CA); On-site; USD 205,000 - 308,000; Full time

Job summary

Illumina seeks a Senior Director of Global Services Technology and Digital Services to lead the technology strategy, delivery, and performance for Customer Service, Contact Center, Field Service, and Illumina Lab Services. This global, matrixed role partners with Commercial, Quality, Regulatory, and IT to deliver scalable digital experiences.

You will shape roadmaps, ensure platform reliability, advance AI/automation, and manage budgets, vendors, and risk, driving world-class service technology.

Qualifications

• Typically requires a Bachelor’s degree in information technology, computer science, engineering, data science, business, or a related field.
• Demonstrated experience leading technology strategy, digital capabilities, engineering, delivery, and operational support for complex global service organizations.
• Experience supporting multiple service capabilities such as Customer Service, Contact Center, Field Service, service operations, customer portals, CRM, or laboratory services.

Responsibilities

• Lead technology strategy and delivery supporting Customer Service, Contact Center, Field Service, and Service Operations.
• Develop and execute the technology roadmap supporting Global Services efforts across multiple domains.
• Partner with enterprise governance, security, and compliance teams to ensure scalable, secure platforms.

Skills

Technology leadership

Global leadership

Customer service

Delivery management

Digital capabilities

Education

Bachelor’s degree in information technology, computer science, engineering, data science, business, or a related field

Master’s degree (preferred)

Tools

CRM platforms

Cloud technology

Cybersecurity

Job description

Illumina seeks a Senior Director of Global Services Technology and Digital Services to lead the technology strategy, delivery, and performance for Customer Service, Contact Center, Field Service, and Illumina Lab Services. This global, matrixed role partners with Commercial, Quality, Regulatory, and IT to deliver scalable digital experiences.

You will shape roadmaps, ensure platform reliability, advance AI/automation, and manage budgets, vendors, and risk, driving world-class service technology.