Position Summary:
Reporting to the SVP and Business Unit Leader for Services, Arrays, and Genomic Access (SAGA) (with dotted line relationships to the CCO and regional commercial teams), the VP, Global Service Solutions Division will oversee a diverse team of (~1,000) employees globally dedicated to developing and delivering high-quality service solutions that drive revenue growth and profitability. This role involves building strong collaborations with internal and external clients to meet rapidly evolving market demands while exemplifying excellence and innovation to
deliver market leading differentiation. Has a deep understanding of the end user experience journey and will be responsible to lead collaborative change throughout the organization.
The ideal candidate will demonstrate innovative and agile thinking to create differentiated service offerings for global clients and partners. They will lead transformative initiatives across the organization, focusing on enhancing the customer experience and driving profitability. A deep understanding of market trends and a commitment to creativity are essential for developing competitive services. This position is fully accountable for the global service solutions P&L and operational metrics.
Key Responsibilities:
Design and Build the Business
• Develop and implement a multi-year global strategy and regional execution plans to drive incremental revenue growth, margin expansion and enhance customer and employee experiences.
• Structure the organization to meet the needs of our expanding customer base, ensuring compliance and effective service delivery for Illumina’s broad customer base including Pharma, Companion Diagnostics, Clinical and IVD partners, as well as support for clinical trials in partnership with Clinical Affairs and Quality.
• Build and maintain relationships with internal and external C-level stakeholders, ensuring alignment from high-level strategy to detailed execution.
• Design business processes that create outstanding experiences for our breadth of Illumina Service Solutions clients and partners.
• Plan, design and build an agile organizational model to meet rapidly changing market demands.
• Partner with regional commercial & service solutions teams to ensure unique regional needs are incorporated into global service offering and new product development initiatives.
Lead the Organization
• Cultivate a strong collaborative team that acts as the VOC for product development (e.g. design for serviceability and service & support planning as part of product development), and continuous process improvements. Lead by example, promoting cross-functional collaboration and managing the global P&L to achieve revenue and profit growth.
• Operate as a “player-coach" and proven leader/developer of people; capable of leading, motivating and holding teams accountable.
Deliver Results with Excellence
• Lead the cross-functional development & delivery of a portfolio of differentiated value-added service & support solutions offerings including service contracts, renewals, application enablement services, certified pre-owned portfolio, offered through a variety of purchasing models.
• Scale the design and size of the service solutions organization globally to support a high-growth environment into both research and clinical markets.
• Establish global service standards and processes to monitor performance and quality, enhancing customer experiences and increasing net promoter scores.
• Oversee continuous improvement initiatives to ensure service delivery reliability and cost-effectiveness, while meeting service level agreements and exceeding customer expectations.
• Partner with Quality organizations (internal & external) on audits, CAPA resolution, and product quality related communicatio ns to ensure consistent delivery of customer satisfaction.
• Ensure a consistent operating model across all regions and clients; drive benchmarking and best practice sharing and execution across regions.
Requirements:
• Proven experience managing a global service solutions business with accountability for P&L.
• Experience developing a global service solutions strategy with successful execution through a unified organization working in close collaboration with key internal stakeholders (e.g. Sales, Marketing, R&D, Operations).
• Deep understanding of Illumina’s key markets and their changing needs from basic research through clinical applications.
• Ability to synthesize emerging trends and scientific advancements to inform strategy.
• Ability to effectively influence internally and externally at all levels.
• Proficient in interpreting and communicating financial data and concepts.
• Demonstrated ability to build & lead high-performing and highly motivated teams in a fast-paced dynamic environment.
• Experience leading in a complex, matrixed global organization.
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.
Experience/Education:
• Bachelor’s or master's in business or equivalent is required; MBA preferred.
• A minimum of 20 years of progressive leadership experience in global services within the life sciences, healthcare, or medical technology sectors, with at least 10+ years in senior leadership roles in a scalable, matrixed organization.
The estimated base salary range for the VP, Global Services and Solutions role based in the United States of America is: $261,100 - $391,700. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants.