Director Information Systems - ServiceNow

ABOUT AMGEN

Amgen harnesses the best of biology and technology to fight the world’s toughest diseases, and make people’s lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what’s known today.

ABOUT THE ROLE

Role Description:

Amgen is seeking a Director of Information Systems to serve as the Product Manager for the ServiceNow platform, overseeing the end-to-end lifecycle of the enterprise-wide implementation, strategy, and expansion of the platform. This role also holds executive accountability for Amgen’s ITIL-aligned service delivery processes, including performance optimization, innovation, and governance of incident, request, change, problem, knowledge, and asset/configuration management.

As a senior leader, the Director will be responsible for the growth, development, and performance of senior managers leading the ServiceNow product development team and ITSM process owners. This includes defining and evolving the vision for platform scalability, automation, integration, and value delivery across business functions. This position collaborates extensively with executive stakeholders, product teams, compliance leaders, and global delivery organizations to ensure Amgen’s service management platforms support digital transformation, compliance, and operational excellence goals.

Roles & Responsibilities:

• Serve as the Product Manager and strategic owner for the ServiceNow platform across Amgen, including expansion, innovation, and lifecycle management.
• Own and evolve the roadmap for ServiceNow platform capabilities, aligning with enterprise architecture, business goals, and service delivery performance needs.
• Provide strategic leadership over core ITIL processes including Incident, Request, Change, Problem, Knowledge, CMDB, and Asset Management.
• Lead and mentor a high-performing team of Senior Managers responsible for ServiceNow development, ITSM process ownership, platform governance, and delivery operations.
• Champion a product-led operating model and support platform agility through implementation of SAFe/Agile best practices.
• Drive automation and platform integration opportunities across business functions to enhance self-service, reduce manual operations, and improve response/resolution metrics.
• Partner with compliance, audit, security, and quality teams to ensure adherence to regulatory frameworks, data integrity, and internal policy standards.
• Oversee platform performance metrics, customer satisfaction, and operational KPIs, using data insights to continuously improve service value and speed.
• Represent the ServiceNow function in enterprise-level leadership forums, communicating strategic priorities, risks, and value propositions to executive stakeholders.
• Own budget planning, vendor partnerships, contract negotiations, and capacity management across platform and process portfolios.
• Promote a culture of continuous learning, innovation, and inclusion within the platform and process teams.

Basic Qualifications and Experience:

• Doctorate degree and 14 years of Computer Science, IT or related field experience OR
• Master’s degree and 16years of Computer Science, IT or related field experience OR
• Bachelor’s degree and 18 years of Computer Science, IT or related field experience

with 4 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources

Functional Skills:

Must-Have Skills:

• ServiceNow Platform Leadership: Deep experience owning or leading ServiceNow implementations, including enterprise architecture, governance, and cross-platform integration.
• ITSM Process Accountability: Executive-level knowledge of ITIL-aligned processes and experience embedding governance, compliance, and operational excellence frameworks.
• People Leadership & Talent Development: Proven ability to grow, inspire, and retain high-performing teams of senior managers and technical leaders.
• Product Strategy & Visioning: Skilled at defining product roadmaps, setting long-term strategic goals, and aligning platform capabilities with enterprise objectives.

Good-to-Have Skills:

• Financial & Vendor Management: Experience managing multi-million-dollar budgets, vendor contracts, and license strategies for enterprise software platforms.
• Enterprise Integration Experience: Understanding of enterprise system integrations and data management strategies to optimize platform usage across functions.
• Regulatory Environment Awareness: Familiarity with compliance in regulated industries such as biotech or pharmaceuticals (e.g., GxP, SOX, ISO).
• Digital Transformation Leadership: Experience leading platforms that contribute to enterprise agility, automation, and modernization initiatives.

Professional Certifications:

• ITIL v3/4 Managing Professional or Strategic Leader Certification (preferred)
• ServiceNow Certified System Administrator & Implementation Specialist (preferred)
• SAFe Program Consultant (SPC) or Product Owner/Product Manager (POPM) (preferred)
• PMP or equivalent leadership/project management certifications (nice to have)

Soft Skills:

• Strategic Vision & Execution: Able to set and communicate a clear vision for platform success while aligning teams to deliver results that support long-term business goals.
• Executive Communication: Strong verbal and written communication skills; confident presenting complex ideas and roadmaps to senior leaders and cross-functional stakeholders.
• Change Agility: Comfortable leading large-scale change initiatives and navigating ambiguity with clarity, structure, and empathy.
• Data-Driven Decision Making: Leverages data and performance insights to assess effectiveness, forecast capacity, and prioritize roadmap investments.
• Influence & Stakeholder Management: Skilled in aligning diverse perspectives, negotiating priorities, and driving consensus among senior-level stakeholders.
• Team Development & Inclusion: Invests in people through coaching, empowerment, and inclusive leadership practices that support individual and team growth.
• Cross-Functional Collaboration: Experienced in working across departments and geographies to drive global consistency and shared success.
• Operational Excellence: Maintains a strong focus on quality, compliance, and continuous improvement across service delivery and platform outcomes.

EQUAL OPPORTUNITY STATEMENT

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.