Executive Director Employee Technology & Digital Workplace

This role leads Employee Technology & Digital Workplace, a significant function within Digital and Technology, directing the Service Desk and ServiceNow ITSM platform, employee lifecycle technology (onboarding/offboarding), digital workplace engineering, field/deskside support, and M365 and collaboration platform delivery through subordinate management. The Executive Director determines the organizational structure and operational direction for the function and participates with senior management in developing the strategic plans and objectives that govern it, ensuring the function's direction remains tied to company-wide performance and responds effectively to Regeneron's constantly changing business needs.   The Executive Director brings in-depth knowledge of the functional area, Regeneron's business strategies, and the company's goals to reposition employee-facing IT as a modern, consumer-grade digital experience. Decisions on strategy, investment, and operating model in this function have a measurable, long-term effect on employee productivity, cost-to-serve, and the company's ability to attract and retain talent — the Executive Director is expected to bring strength and clarity to the function during periods of growth or major change, and to lead effectively even where direction is ambiguous.   This is the next iteration of IT service delivery at Regeneron — evolving the function from a ticket- and SLA-driven operation into a proactive, experience-led organization measured on employee sentiment, self-service adoption, and time-to-resolution, not just uptime. The Executive Director partners closely with Enterprise Architecture on technical standards and platform decisions, and with IT Strategy & Transformation, which sponsors chartered modernization initiatives into this tower without assuming direct reporting authority.   Where and When This is an on-site position 4 days/week, primarily based at our Sleepy Hollow, NY or Warren, NJ office. If eligible, we can offer relocation benefits; we cannot offer a fully remote option. What You'll Lead   Employee Technology Strategy & Digital Experience Vision   Participate with senior IT and business leadership in developing the strategic plans and objectives for employee technology, ensuring the function's direction stays tied to company-wide performance and adapts to constantly changing business needs.   Define and own the vision, roadmap, and operating model for Employee Technology & Digital Workplace, positioning IT as a modern, consumer-grade digital experience rather than a traditional service organization.   Translate employee and business feedback into a prioritized modernization roadmap across service desk, ITSM, endpoint, and lifecycle technology.   Champion a "digital-first, self-service-first" philosophy, shifting volume away from live support and toward intuitive, automated, and AI-enabled experiences.   Partner with IT Strategy & Transformation to align sponsored modernization initiatives (e.g., virtual agent/AI deflection, unified employee portal) with this tower's operational roadmap and capacity.   Service Desk & ITSM Operations (ServiceNow)   Own end-to-end Service Desk operations, including tiered support, major incident management, and escalation processes across a global, follow-the-sun model.   Drive continuous modernization of the ServiceNow platform — intelligent routing, virtual agent/chatbot deflection, knowledge management, and workflow automation — to reduce ticket volume and resolution time.   Establish and monitor experience-led metrics (CSAT, first-contact resolution, deflection rate, mean time to resolve) as the primary measures of success, alongside traditional SLAs.   Ensure ticketing, request, and knowledge processes are simple, consistent, and easy for employees to navigate regardless of how they choose to engage (portal, chat, phone, walk-up).   Own GRC, vendor risk management (VRM), and policy exception workflows