Senior Manager, ServiceNow DCM

At Bristol Myers Squibb, we are inspired by a single vision - transforming patients’ lives through science.In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

Bristol-Myers Squibb is a diversified specialty biopharmaceutical company whose mission is to discover, develop and deliver innovative medicines that help patients prevail over serious diseases.

Role is accountable for the delivery of ServiceNow capabilities across BMS and ensuring the appropriate processes and tools are in place to deliver within the required framework.

The incumbent will work under the direction of the Lead ServiceNow DCM to ensure the ServiceNow capabilities are aligned, BMS processes are adhered and the system capabilities are documented as outlined in the BMS process guidelines.

The incumbent is accountable for successful delivery of IT services, the development of technology delivery plans, reporting metrics, and continuous improvement initiatives focused on effectiveness and cost reductions in operations.

ServiceNow DCM Responsibilities:
  • Provides matrix leadership for vendor team to ensure BMS standards are adhered to
  • Serves as an owner and evangelist for the assigned ServiceNow product areas
  • Can quickly adapt when priorities are recalibrated
  • Adopts an agile mindset and approach to delivery
  • Monitors work intake systems to ensure that the assigned workstreams are providing timely & accurate responses
  • Joint ownership of the delivery model with other ServiceNow DCMs to ensure that delivery standards are met and the team is adequately staffed and skilled
  • Partners closely with adjacent IT & Business teams to ensure the delivery and operations of digital capabilities
  • Assists Lead ServiceNow DCM to develop and manage a robust Roadmap aligned with BMS priorities
  • Participates in technical solution review with business areas and matrix teams to ensure platform goals are met while supporting business objectives.
  • Identifies opportunities for process simplification and leads efforts to implement


Role Requirements:
  • Demonstrated experience in leading and collaborating with operational matrixed teams with both onshore and off shore staffing
  • Demonstrated experience in delivering ServiceNow capabilities and managing/partnering with software vendors and service providers.
  • Strong IT domain expertise and an understanding of how the teams are supported by IT tools and systems.
  • Familiarity with Quality Management and the rigor required for regulated GxP environments
  • Excellent collaboration and communication skills, with the confidence to build strong partnerships with IT colleagues, external technology partners and service providers.
  • Excellent skills working within the IT matrix teams to define, deliver and run digital capabilities leveraging enterprise platforms and standard applications.
  • Able to manage multiple priorities and tasks at any given time
  • Technical experience within the ServiceNow platform and familiar with the capabilities provided
  • Familiar with agile and scrum methodologies.
  • Ability to apply technical solutions to business processes.

Ideal Candidates Would Also Have:
  • ITIL certification
  • Experience with Lean Six Sigma and Operational Excellence tools and processes.

Other qualifications:
  • 10+ year’s experience in IT
  • 5+ year’s experience supporting ServiceNow
  • 1 or more ServiceNow Certifications - minimum CSA

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

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.

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to . Visit to access our complete Equal Employment Opportunity statement.

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