Head - Talent Lifecycle Delivery Services

Role Purpose

The Associate Director, Head - Talent Lifecycle Delivery is a senior leader responsible for the strategic design, execution, and continuous enhancement of global HR service delivery across the full talent lifecycle. This role oversees the integration of process ownership, digital platforms, and regional operations to deliver a consistent, high-quality employee experience worldwide.

The incumbent drives governance, and innovation across all stages of the talent journey-ensuring scalable, compliant, and experience-led HR service delivery that supports Amgen's mission and global workforce strategy.

Key Responsibilities

1. Global Process Ownership & Optimization

• Serve as the enterprise process owner for end-to-end Talent Life Cycle delivery (Hire-to-Retire), encompassing onboarding, employee data management, talent movement, separations and other scope areas.
• Define and govern global process standards, ensuring alignment with HR Centres of Excellence (COEs), business HR, and enterprise compliance frameworks.
• Lead large-scale process harmonization, automation, and digital enablement initiatives, balancing efficiency with employee experience.
• Establish clear governance models, performance metrics, and continuous improvement mechanisms to ensure operational maturity.

2. Regional Delivery & Operational Leadership

• Provide strategic oversight of regional and satellite HR delivery teams, ensuring consistent service quality across geographies while adapting to local regulations and business needs.
• Partner with regional HR and business leaders to proactively address service needs, mitigate risks, and ensure alignment to enterprise standards.
• Foster a performance-driven, customer-centric culture that emphasizes accountability, inclusion, and collaboration.

3. HR Connect & Service Experience

• Lead the HR Connect ecosystem, overseeing all service tiers (Tier 0 self-service, Tier 1 generalist, and Tier 2 specialist).
• Define and monitor SLAs, KPIs, and service quality benchmarks, ensuring seamless case management and employee query resolution.
• Drive automation, self-service adoption, and digital channel optimization to improve speed, efficiency, and satisfaction.
• Partner with the HR Service Enablement and Governance teams to continuously evolve the employee service experience.

4. Platform Administration & Technology Governance

• Provide strategic direction for key HR technology platforms (ServiceNow, Workday, and other HRIS tools).
• Partner with HR Technology and IT teams to implement upgrades, integrations, and innovation roadmaps that enhance HR service capability.
• Embed digital enablement and analytics-driven decision-making across HR delivery teams.

5. Leadership, Governance & Strategic Influence

• Represent Experience & Operations in global forums, influencing HR strategy, transformation, and workforce experience design.
• Lead and mentor high-performing global teams across HR operations, data management, and service delivery.
• Drive a data-driven culture, using analytics to inform service performance, workforce insights, and decision-making.
• Collaborate cross-functionally with HR COEs, Technology, and Corporate Functions to ensure alignment with Amgen's business and people priorities.
• Champion operational excellence and change leadership, ensuring sustainable adoption of new processes and technologies.

Qualifications & Experience

• Experience: Minimum 15+ years in HR Operations, Service Delivery, or Shared Services, with 5+ years in global HR leadership roles spanning multiple regions and business functions.
• Proven experience leading enterprise-scale HR transformation, process optimization, and digital enablement initiatives.
• Deep expertise in enterprise HR systems such as Workday and ServiceNow, including governance and platform management.
• Strong understanding of global HR compliance, risk management, and operating model design.
• Demonstrated ability to influence senior leadership, navigate complex stakeholder environments, and lead large, distributed teams.
• Preferred Education: Bachelor's or Master's degree or relevant experience
• Certifications (Preferred): Lean Six Sigma, ITIL, or equivalent in operational excellence or process improvement.