Associate Director, Global Process Owner - Requisition to Pay Service Desk

Working with Us
Challenging. 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.

The Associate Director, Requisition to Pay (R2P) Service Desk role is responsible for defining and leading the global strategy, governance, and performance of the R2P Service Desk, providing end‑to‑end support for both internal BMS users and external suppliers across the requisition‑to‑pay lifecycle. This role serves as the global process owner for the R2P Service Desk experience, acting as the primary liaison between Global Process Owners, Global Financial Services Operations, IT, Finance, and managed service providers.

This role is a cornerstone of the R2P operating model, directly influencing how BMS employees and suppliers experience our processes every day. It combines process ownership, experience design, operational governance, and transformation leadership — making it a highly visible and impactful Associate Director role within GFS and GBO. A key focus of this role is to drive service desk transformation, including leadership of the Service Desk Optimization initiative and support for the launch of the new Supplier Portal and inquiry management tool, enabling improved self‑service, reduced friction, and enhanced transparency for suppliers and business users.

Major Responsibilities and Accountabilities:

R2P Service Desk Strategy & Governance

• Define and own the global vision and strategy for the Requisition to Pay Service Desk across internal and supplier‑facing support models.
• Establish and maintain global standards, policies, and process definitions for R2P service desk operations.
• Ensure a consistent, well‑governed service desk model supported by: Clearly defined process maps and work instructions as well as controls aligned with BMS policies, SOX, and business control frameworks.
• Serve as the global R2P Service Desk subject matter expert across GFS, IT, Finance, and business stakeholders.
• Provide governance and oversight for service desk activities delivered by internal teams and managed service providers.

User Experience & Supplier Experience Leadership

• Own and continuously improve the end‑to‑end experience for: Internal BMS users seeking R2P support & external suppliers interacting with BMS for inquiries, issue resolution, and payment support.
• Define experience standards, success measures, and feedback mechanisms for both audiences.
• Partner with Digital, IT, and GPOs to design service desk journeys that prioritize: Ease of use and clarity, timely resolution and fiirst‑contact resolution & self‑service enablement.
• Lead enhancements tied to the new Supplier Portal / inquiry tool, ensuring seamless integration with service desk processes.

Service Desk Optimization & Transformation

• Play a key leadership role in the R2P Service Desk Optimization program including: Demand management & intake redesign, ticket categorization, routing, & automation, SLA & KPI redesign and workforce and capacity optimization.
• Identify and drive opportunities to shift service desk activity toward: Automation & self‑service, reduced manual handling and improved cycle times and customer satisfaction.

Performance Management, Analytics & Continuous Improvement

• Define and monitor service desk KPIs and analytics, including: Volume, cycle time, SLA performance, adoption & compliance metrics, plus user & supplier satisfaction measures.
• Use data and insights to proactively identify performance gaps and improvement opportunities.
• Lead corrective action plans and continuous improvement initiatives in partnership with operations and MSPs.

Stakeholder, Technology & Change Management

• Partner closely with: R2P and Global Procurement Global Process Owners, Global Financial Services Operations teams, IT, Finance, Tax, & Digital teams.
• Collaborate with IT on ServiceNow, contact center, and inquiry management technologies supporting the R2P Service Desk.
• Lead change management, communications, and training efforts to drive adoption of new service desk capabilities.
• Support onboarding of new scope (e.g., M&A, new technologies, new processes) into the R2P Service Desk model.

Qualifications

Minimum Requirements

• Minimum education of a bachelor’s degree in business administration, Information Technology, or a related field is required.
• Minimum of seven (7) years of relevant business experience with at least four (4) years of experience supporting procurement, finance, or R2P‑related processes and technologies.
• Strong experience with enterprise ticketing and inquiry management platforms. ServiceNow strongly preferred
• Demonstrated experience leading global, cross‑functional initiatives.
• Ability to operate effectively in a global, matrixed environment.

#LI-Hybrid #USProcurement

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview:

Tampa - FL - US: $161,250 - $195,391


The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

​Work-life benefits include:

Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)
• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at TAEnablement@bms.com. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1599841 : Associate Director, Global Process Owner - Requisition to Pay Service Desk