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About the Role

This role leads Employee Technology & Digital Workplace, directing key functions like the Service Desk, ServiceNow ITSM, employee lifecycle technology, digital workplace engineering, and M365/collaboration platforms. The goal is to transform IT service delivery into a modern, consumer-grade digital experience focused on employee sentiment and self-service adoption, rather than just ticket resolution.

Responsibilities

Define and own the vision, roadmap, and operating model for Employee Technology & Digital Workplace.
Translate employee and business feedback into a prioritized modernization roadmap.
Champion a "digital-first, self-service-first" philosophy.
Partner with IT Strategy & Transformation to align modernization initiatives.
Own end-to-end Service Desk operations, including major incident management.
Drive continuous modernization of the ServiceNow platform.
Establish and monitor experience-led metrics as primary measures of success.
Ensure ticketing, request, and knowledge processes are simple and consistent.
Own GRC, vendor risk management, and policy exception workflows on the ServiceNow platform.
Own portal and content management for the ServiceNow platform.
Own the technology experience for onboarding, transfers, and offboarding.
Modernize onboarding/offboarding into an automated, orchestrated workflow.
Partner with HR, Security, and Facilities to design a seamless employee lifecycle journey.
Continuously reduce time-to-productivity for new hires and time-to-deprovision for departures.
Own engineering and lifecycle management for employee-facing technology.
Drive modernization of the digital workplace.
Ensure collaboration and meeting technologies provide a consistently excellent experience.
Partner with Enterprise Architecture and Security to ensure digital workplace standards remain secure and scalable.
Own service delivery for the M365 platform, including governance and adoption.
Own voice and unified communications service delivery.
Drive continuous improvement of collaboration tooling.
Partner with Enterprise Architecture on platform roadmap decisions and with Security on data governance.
Own field and deskside support across all Regeneron sites.
Right-size the deskside support model as digital self-service and remote resolution capabilities mature.
Ensure support models scale appropriately across site types.
Own end-to-end lifecycle management of end-user assets.
Maintain accurate asset inventory and compliance reporting.
Establish a consistent employee experience measurement framework.
Run a continuous improvement cadence to identify and prioritize fixes.
Report employee technology experience trends and improvement outcomes to executive stakeholders.
Own vendor relationships and contracts for service desk, ITSM, endpoint, and digital workplace tooling.
Establish a vendor governance cadence.
Partner with Finance and Procurement to manage the cost-to-serve for employee technology.
Evaluate emerging digital workplace and AI-enabled support technologies.
Determine the organizational structure and operational direction for the function.
Build, lead, and develop a high-performing, globally distributed organization.
Mentor and coach people leaders across the organization.
Model and reinforce a customer-obsessed, continuous-improvement culture.
Champion development and team culture within the function.

Requirements

Bachelor's degree in Information Technology, Business, Engineering, or a related field is required.
17+ years of progressive experience in IT service delivery, end-user computing, digital workplace, or IT operations leadership roles.
Deep expertise in ITIL or equivalent service management frameworks.
Hands-on experience modernizing an ITSM platform (ServiceNow strongly preferred).
Proven experience redesigning employee lifecycle technology (onboarding/offboarding) into an automated, cross-functional workflow spanning IT, HR, and Security.
Strong grounding in digital workplace and end-user computing technologies — unified endpoint management, collaboration platforms, mobility, and AV/conferencing.
Track record of building and using experience metrics (CSAT, NPS, deflection rate, first-contact resolution) to drive continuous improvement, not just SLA compliance.
Experience leveraging automation, self-service, and AI/virtual agent technologies to reduce support volume and improve employee experience.
Proven ability to build, scale, and lead large, globally distributed service organizations, including hiring, developing, and retaining talent across a follow-the-sun model.
Experience operating in a matrixed, governance-driven environment — partnering with peers in Enterprise Architecture and IT Strategy & Transformation without direct authority over their teams.
Strong vendor and contract management experience, including negotiating and managing platform and outsourced support relationships.
Sound business and financial acumen, with experience managing cost-to-serve and building business cases for employee technology investment.
Proven ability to bring strength and clarity to a business during periods of growth or major change.
Executive presence and the ability to communicate operational performance and improvement priorities clearly to senior business and technology leaders.
Strong collaboration skills across global, cross-functional, and cross-cultural stakeholder groups.
A relentless passion for improvement — constantly enhancing the end-user experience and continuously leveraging innovation.

Skills

ServiceNow ITSM
Employee Lifecycle Technology
Digital Workplace Engineering
M365
Collaboration Platforms
Service Desk Operations
Major Incident Management
ITIL
Unified Endpoint Management (UEM)
Mobility
AV/Conferencing Technology
Automation
Self-Service Technologies
AI/Virtual Agent Technologies
Vendor Management
Contract Management
Financial Acumen
Business Case Development
Executive Presence
Communication
Collaboration
Continuous Improvement
Customer Obsession

Location

Sleepy Hollow, NY
Warren, NJ

Work Type

On-site (4 days/week)
Hybrid

Experience Level

17+ years of progressive experience
Leadership roles

Education Level

Bachelor's degree in Information Technology, Business, Engineering, or a related field
Master's degree or MBA preferred

Salary/Compensations

$255,000.00 - $424,900.00

Benefits

Relocation benefits
Annual bonuses or other incentive plans
Equity awards
Pension or retirement benefits
401(k) company match
Health and wellness programs
Fitness centers
Insurance benefits (e.g. medical, dental, vision, life and disability)
Paid time off
Family support benefits

About the Company

Regeneron is committed to building a workplace with an inclusive culture.
Regeneron offers a competitive and comprehensive total rewards package.
We believe we do our best work when we are together.

Equal Opportunity

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion or belief (or lack thereof), sex, sexual orientation, gender identity or expression, gender reassignment, marital or civil partnership status, civil status, pregnancy or parental status, age, disability, nationality, citizenship status, ethnic or national origin, membership of the Traveler community, familial status, genetic information, military or veteran status, or any other characteristic protected under applicable law.
Where required, we will provide reasonable accommodation to applicants with known disabilities or chronic illnesses during the recruitment process, unless such accommodation would impose undue hardship.