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Head – HR Service Enablement & Governance is a senior global leadership role accountable for shaping, governing, and advancing the HR service delivery ecosystem across Amgen’s global operations. This role oversees the strategy, design, and governance of HR Service Management, Employee Experience, Operational Excellence, and Knowledge Management -ensuring that HR services are efficient, consistent, and deeply aligned with the organization’s transformation agenda and enterprise standards. As a key pillar of the Talent Experience & Operations vertical, the incumbent drives enterprise-wide enablement, service quality, and governance frameworks that elevate HR’s operational maturity and enhance the employee experience across all markets.
Job Responsibility:
Provide strategic direction and governance for the global HR Service Management framework
Oversee service taxonomy, SLAs, and performance standards for HR operations
Drive alignment of service delivery frameworks with enterprise governance, risk, and compliance controls
Partner with Technology, HR Operations, and HR COEs to maintain governance over platforms such as ServiceNow and Workday
Establish governance dashboards and forums for operational review, executive reporting, and performance transparency
Lead the HR Employee Experience Framework
Oversee the creation and deployment of experience metrics
Partner with HR leadership to translate employee insights into service enhancements
Ensure all HR services are designed with the end-user in mind
Drive a culture of feedback-led continuous improvement
Lead Operational Excellence initiatives focused on HR process simplification, standardization, and digital transformation
Sponsor enterprise-wide value stream and journey mapping exercises
Establish process governance mechanisms
Collaborate with HR Technology and Data teams to deploy automation, analytics, and reporting tools
Embed operational excellence principles into HR’s service culture
Own the global Knowledge Management strategy
Govern the knowledge lifecycle
Partner with regional HR delivery teams to localize knowledge content
Drive adoption of digital knowledge platforms
Represent Talent Experience & Operations in enterprise HR governance and transformation forums
Lead and develop high-performing global teams
Partner cross-functionally with COEs, HR Operations, Legal, Audit, and IT
Champion data-driven decision-making and service excellence
Act as a strategic advisor to HR and business leadership
Requirements:
15+ years of progressive leadership experience across HR Service Delivery, Governance, or Transformation
At least 5 years in a global operations leadership role
Bachelor’s degree or relevant experience
Expertise in ServiceNow, Workday, or equivalent systems
Deep understanding of service delivery models, governance frameworks, and operational excellence methodologies (Lean, Six Sigma, ITIL)
Experience leading employee experience, process transformation, or shared services optimization at enterprise scale
Strong background in compliance, risk, and audit controls within a global HR operations context
Strategic and analytical mindset with an enterprise perspective
Proven track record of leading through influence across complex, matrixed environments
Exceptional communication, stakeholder engagement, and change leadership skills
Demonstrated ability to balance strategic foresight with operational execution excellence
Passion for elevating employee experience through data, design, and disciplined governance