Associate Director, Head - HR Service Enablement & Governance

Role Purpose

The Associate Director, Head – HR Service Enablement & Governance is a senior global leadership role accountable for shaping, governing, and advancing the HR service delivery ecosystem across Amgen’s global operations.

This role oversees the strategy, design, and governance of HR Service Management, Employee Experience, Operational Excellence, and Knowledge Management -ensuring that HR services are efficient, consistent, and deeply aligned with the organization’s transformation agenda and enterprise standards.

As a key pillar of the Talent Experience & Operations vertical, the incumbent drives enterprise-wide enablement, service quality, and governance frameworks that elevate HR’s operational maturity and enhance the employee experience across all markets.

Key Responsibilities

1. Service Management & Governance

• Provide strategic direction and governance for the global HR Service Management framework, ensuring effective delivery, measurement, and continuous improvement of HR services.
• Oversee service taxonomy, SLAs, and performance standards for HR operations across all functional domains.
• Drive alignment of service delivery frameworks with enterprise governance, risk, and compliance controls.
• Partner with Technology, HR Operations, and HR COEs to maintain governance over platforms such as ServiceNow and Workday, ensuring process consistency, automation, and scalability.
• Establish governance dashboards and forums for operational review, executive reporting, and performance transparency.

2. Employee Experience Strategy & Measurement

• Lead the HR Employee Experience Framework, embedding “moments that matter” and experience-led design into HR service delivery.
• Oversee the creation and deployment of experience metrics, including HR Experience Index, satisfaction measures, and feedback loops.
• Partner with HR leadership to translate employee insights into service enhancements and digital enablement priorities.
• Ensure all HR services are designed with the end-user in mind, promoting accessibility, responsiveness, and empathy in delivery.
• Drive a culture of feedback-led continuous improvement across HR operations.

3. Operational Excellence & Process Enablement

• Lead Operational Excellence initiatives focused on HR process simplification, standardization, and digital transformation.
• Sponsor enterprise-wide value stream and journey mapping exercises to identify process inefficiencies and improvement opportunities.
• Establish process governance mechanisms that ensure operational stability, control, and audit readiness.
• Collaborate with HR Technology and Data teams to deploy automation, analytics, and reporting tools that enhance decision-making and service agility.
• Embed operational excellence principles into HR’s service culture, ensuring measurable efficiency and experience gains.

4. Knowledge Management & Content Governance

• Own the global Knowledge Management strategy, ensuring accurate, accessible, and user-friendly HR content across self-service and internal HR channels.
• Govern the knowledge lifecycle -authoring, taxonomy management, content audits, and archiving -to maintain quality and compliance.
• Partner with regional HR delivery teams to localize knowledge content while maintaining global standards.
• Drive adoption of digital knowledge platforms (e.g., ServiceNow Knowledge Base, Intranet) to improve employee self-service and reduce case volumes.

5. Leadership, Enablement & Strategic Influence

• Represent Talent Experience & Operations in enterprise HR governance and transformation forums, influencing the global HR operating model.
• Lead and develop high-performing global teams across service enablement, governance, knowledge, and experience management domains.
• Partner cross-functionally with COEs, HR Operations, Legal, Audit, and IT to ensure a cohesive service delivery ecosystem.
• Champion data-driven decision-making and service excellence as cornerstones of HR capability.
• Act as a strategic advisor to HR and business leadership on operational performance, service scalability, and transformation priorities.

Key Deliverables

• Enterprise-wide HR Service Enablement & Governance Framework operationalized globally.
• Defined and measured Employee Experience Index and service satisfaction metrics.
• Global Operational Excellence roadmap delivering measurable process and service improvements.
• Robust Knowledge Management system and content governance lifecycle.
• Integrated reporting and governance dashboards for senior HR leadership visibility.

Experience & Qualifications

• Experience: 15+ years of progressive leadership experience across HR Service Delivery, Governance, or Transformation, with at least 5 years in a global operations leadership role.
• Education: Bachelor’s degree or relevant experience
• Technical & Domain Expertise:
  • Expertise in ServiceNow, Workday, or equivalent systems.
  • Deep understanding of service delivery models, governance frameworks, and operational excellence methodologies (Lean, Six Sigma, ITIL).
  • Experience leading employee experience, process transformation, or shared services optimization at enterprise scale.
  • Strong background in compliance, risk, and audit controls within a global HR operations context.
• Core Competencies:
  • Strategic and analytical mindset with an enterprise perspective.
  • Proven track record of leading through influence across complex, matrixed environments.
  • Exceptional communication, stakeholder engagement, and change leadership skills.
  • Demonstrated ability to balance strategic foresight with operational execution excellence.
  • Passion for elevating employee experience through data, design, and disciplined governance.