Senior Manager, HR Service Technology & Enablement

Working with UsChallenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us.Why Join Us?At Bristol Myers Squibb, you’ll be part of a team that is transforming HR service delivery through technology and innovation. This role offers the opportunity to shape the future of HR service delivery at scale—moving beyond traditional case management toward intelligent, assistive, employee‑centric experiences, while protecting the reliability and trust HR depends on every day. You will work at the intersection of HR, technology, and GenAI, with real ownership, visible impact, and the ability to influence how thousands of employees experience HR support globally.What if your work shaped how thousands of people experience BMS — every single day?Not in theory. Right now, in ways employees actually feel.At Bristol Myers Squibb, we're transforming how HR works — and we need someone to lead it. Not someone who talks about AI in meetings. Someone who makes it real: responsibly, practically, and in ways that genuinely help people do their jobs better.If you're energised by sitting at the intersection of human-centred service design, enterprise technology, and GenAI that actually delivers — read on.What you'll ownYou'll be the functional owner for GenAI-assisted HR services at BMS — setting adoption strategy, defining guardrails, and determining where AI genuinely helps employees and HR teams. This is AI with purpose, not experimentation for its own sake.You'll also serve as product owner for ServiceNow HRSD, Employee Center, Knowledge, and Virtual Agent — platforms the entire global workforce relies on daily. That means owning the roadmap, shaping platform standards, and translating HR needs into a product vision that IT, vendors, and delivery teams can build toward.And you'll hold accountability for the operational reliability of globally critical HR support channels — using data to eliminate repeat failure drivers, govern service performance, and ensure transformation never comes at the cost of day-to-day stability.Run excellence and innovation. Simultaneously. That's the mandate.Why this role is differentYour decisions carry real enterprise weight. You'll navigate trade-offs spanning GenAI enablement, platform investment, data privacy, AI governance, and operational risk — with implications felt across every BMS region. This isn't executing someone else's vision. You help set it.You'll lead without a direct line — and grow because of it. This role operates across HR COEs, Service Operations, IT, Security, Privacy, Legal, and external vendors. Influence, credibility, and relationship — not hierarchy — are how things get done here. If you want a role that genuinely stretches your senior leadership presence, this is it.You'll be defining something new. GenAI in HR service delivery is still being shaped at most organisations. At BMS, you'll be one of the architects — building adoption strategy, governing responsible AI use, measuring real value, and ensuring employees trust what's been built. That's a career-defining opportunity.The shape of the roleGenAI Enablement — Assist, Not Hype Identify high-value use cases, own the functional governance of AI-assisted HR services, and define what "good" looks like — helpfulness, containment, adoption, cycle time. Partner with Privacy, Legal, and Security to ensure responsible deployment across regions.Service Operations — Run Excellence Lead the operational health of case management, knowledge, routing, and automation. Use data to find root causes, eliminate repeat issues, and continuously raise the bar — while protecting the service reliability employees depend on.Product & Platform Ownership Own and evolve the ServiceNow HR product roadmap. Prioritise enhancements against business outcomes, maintain platform governance, and measure value in ways stakeholders actually care about — keeping employee journeys at the centre of every decision.You'll thrive here if...You have 7+ years in HR service delivery, HR operations, or HR technology with growing leadership responsibilityYou know ServiceNow HRSD well enough to have opinions about it — product mindset required, coding is notYou've applied automation or GenAI in real HR or service contexts and understand both the promise and the pitfallsYou can hold run stability and transformation in the same hand without dropping eitherYou've navigated global, matrixed environments — influencing without authority through credibility and insightYou're fluent in data, stakeholder management, and change leadershipBonus: Hands-on experience with GenAI tools (Copilot, Claude, ChatGPT, chatbot/VA), background in Workday or SAP HCM, or experience designing knowledge content for both human and AI consumption.The honest summaryThis role requires senior hybrid capability across HR operations, GenAI enablement, and platform product ownership — and the judgement to balance innovation against service continuity, compliance, and user trust. It's complex, cross-functional, and genuinely consequential.In return, you get a seat at the table where enterprise AI meets real HR impact — at a global biopharmaceutical company at the for