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Head of IT Employee Experience (Executive Director)

Gilead Sciences, Inc.
Foster City, CA
Start date
Nov 27, 2022

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Job Details

Head of IT Employee Experience (Executive Director)
United States - California - Foster CityUnited States - North Carolina - Raleigh

Gilead Sciences, Inc. is a research-based bio-pharmaceutical company that discovers, develops and commercializes innovative medicines in areas of unmet medical need. With each new discovery and investigational drug candidate, we seek to improve the care of patients living with life-threatening diseases around the world. Gilead’s therapeutic areas of focus include HIV/AIDS, liver diseases, cancer and inflammation, and serious respiratory and cardiovascular conditions.

Making an impact on a global scale
Inclusion is one of the company’s five core values. That’s because we know that we are stronger and more innovative at Gilead when we are informed by a diverse set of backgrounds, experiences and points of view. Gilead Sciences is a biopharmaceutical company that discovers, develops and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide.

When you join Gilead, you join our mission to change the world by enabling people to live healthier and more fulfilling lives. Come join a mission-driven bio-pharmaceutical organization that values inclusion and diversity, has a strong portfolio of products, and is constantly #CreatingPossible

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site to apply for this job.

Job Description

Gilead Sciences, Inc. is a research-based biopharmaceutical company founded in 1987. Together we deliver life-saving therapies to patients in need. With the commitment and drive you bring to the workplace every day, you will be part of a team that is changing the world and helping millions of people live healthier, more fulfilling lives. Our worldwide staff is a close community where you can see the tangible results of your contributions, where every individual matters, and everyone has a chance to enhance their skills through ongoing development. Our scientific focus has resulted in marketed products that are benefiting hundreds of thousands of people, a pipeline of late-stage drug candidates, and unmatched patient access programs to ensure medications are available to those who could otherwise not afford them. By joining Gilead, you will further our mission to address unmet medical needs and improve life by advancing the care of patients with life-threatening diseases.

Specific Responsibilities & Skills

The Head of IT Employee Experience will report directly to the Chief Information Officer (CIO) and enable the IT employee experience for Gilead. This new position will serve as a trusted advisor to other technical leaders and business executives and play an instrumental role in enabling the IT productivity and workday of Gilead's 10,000+ employee workforce. This role has full charter for IT employee experience including enterprise applications, digital solutions, mobility, real-time collaboration, network, data centers, the IT Help Desk, and VIP support.

A main focus will be on creating a work environment that enables employees to have the IT tools they need to be most effective in their roles. We are looking for someone to take accountability for materially improving employee sentiment on our company's processes and tools as measured by surveys and ticketing KPIs. The perfect candidate for this role has held a similar position for a Fortune 100 and has experience leading a large organization overseeing the employee experience.

This can be located in Foster City, CA or Raleigh, NC

The Head of IT Employee Experience should have skills that include:

  • Domain Expertise: Enables a successful IT experience including everything from onboarding to support to collaboration tools to enterprise applications.
  • User Experience: Strong UI/UX oversight and design thinking skills; considers the employee experience above everything else.
  • Business Partnership: Serves as a trusted advisor to leaders within business functions and with IT leadership team peers. Partners with senior business leadership to support their employee IT needs.
  • Strategic mindset with the ability to execute: Defines and delivers against strategy, implements automation, improves user experience and drives for operational efficiencies to obtain measurable business value. Supports strategies to invest in cloud-first business architecture. Continuously invests in innovation to incubate new opportunities and reduce cost to serve through careful consideration of technology investments.
  • IT as a Business Value Driver: Supports the ongoing development, coordination, and execution of the integrated IT strategy including labor, investment choices, organizational priorities, and scorecards and dashboards as well as ensures governance.
  • Delivers on Technology Strategy: Sees Information Technology as a competitive advantage and understands the value drivers of the business and ensures IT solutions are scalable/provide efficiencies. Delivers scalable and flexible solutions to meet unanticipated business demand. Continuously invests in innovation to incubate new opportunities requested by business partners in support of the Strategic Technology Council investment and make value-based decisions through careful consideration of technology investments and their associated business benefit.
  • Manage Complexity and Drive for Standardization: Synthesizes customer needs and challenges presented by multiple competing capabilities. Makes sound and timely decisions based on corporate needs while enforcing technology standards.
  • Leadership: Proven ability to build, develop, and lead teams and rally organization around the vision.

Essential Duties and Job Functions

General responsibilities for this position will include (but are not limited to) the following:

  • Manage enterprise applications including Microsoft and Zoom, enable strong partnerships, and ensure quarterly reviews and active vendor governance
  • Develop collaboration tools strategy in conjunction with business and technical teams
  • Understand the varying personas of Gilead employees and contractors and ensure productive IT user experiences tailored or each
  • Ensure pulse surveying and stakeholder feedback mechanisms and take accountability for materially improving employee sentiment on our company's processes and tools
  • Ensure stability and performance of company network and data centers, and assist in the transition to Cloud
  • Actively monitor KPIs to ensure that new employees and contractors are productive on day 1 and enterprise tools are achieving results for employees
  • Drive hyper automation of support requests to reduce resolution turnaround time, improve self-service, and increase efficiencies
  • Mature Gilead's Mac program to enable every employee a choice of Mac or PC
  • Oversee laptop fleet and ensure proper maintenance and support
  • Reduce IT Help Desk ticket volume through proactive work to decrease user issues and improve user training and related IT knowledge
  • Develop, implement and monitor SLAs and metrics, and holds the team accountable to high quality standards and customer satisfaction. High attention to detail and strong analytical skills
  • Serve as primary point of contact during major issues and outages acting as conduit between Business and leadership team providing information as well as leading the team to swift resolution
  • Deliver on portfolio investments and ensure business value/outcomes are realized based on prioritized business needs
  • Manage and lead international team through thoughtful performance management and individualized career development plans based on individual needs and corporate strategy
  • Ensure necessary business processes are documented and business ownership is available for projects and ongoing compliance activities
  • Manage cost center and innovation investments and drive for “cost to serve” efficiencies
  • Enable advanced digital capabilities
  • May occasionally report progress and program activities to Gilead Leadership Team and Gilead Board

  • Bachelor's or Master's degree in computer science, business administration or related field, or equivalent work experience

  • 20 or more years in IT and business/industry
  • A minimum of 8-10 years of leadership responsibilities
  • Experience managing delivery via shared services centers is preferred
  • Experience in business/industry (beyond IT), managing cross-functional teams or projects, and influencing senior-level management and key stakeholders

Knowledge and Skills
  • Pharma experience preferred
  • Knowledge and skills in relevant software and tools including Hyperion, Workday, Model N for gross-to-net, as well as collaboration with Public Affairs on intranet and extranet technologies
  • Strong leadership capability, executing as appropriate in the areas of responsibility
  • Expertise in budget planning, financial management, and workforce management
  • Broad knowledge of current and emerging technologies, technology directions and strategic application to business needs including the ability to differentiate between a relevant trend and hype
  • Ability to improve operational efficiency, service delivery, and information management across the IT organization
  • Excellent oral and written communication skills, including the ability to explain technology solutions in business terms, establish rapport and persuade others

Key Behaviors and Competencies



Required Proficiency Level — Expert


  • Builds both formal and informal professional networks.
  • Maintains and extends network within, across, and external to organizational boundaries.
  • Aims high, learns from challenges, and adapts quickly and openly shares information, ideas, and problems.
  • Solicits advice, support, sponsorship, and commitment that result in smooth transitions of change and the development of mutually acceptable solutions.
  • Maintains and forms alliances with experts and decision makers.
  • Partners with a wide circle of contacts, often globally, involving them in generating mutually beneficial long-term opportunities and in negotiating win-win outcomes.
  • Collaborates with other IT Leadership Team members to deliver value to the enterprise to include, but not limited to, work on IT operating model, organization, and other IT programs.
  • Represents the organization on strategic issues impacting multiple organizations, the community, and the professional field.
  • Draws on a wide base of relationships inside and outside the work environment.



  • Has strong business acumen and business planning
  • and financial goals, reflecting an awareness of external dynamics.
  • Demonstrates awareness by providing clear explanations for actions taken relative to customer requirements, needs, and industry trends.
  • Sponsors enterprise-wide initiatives.
  • Defines strategic imperatives in terms of the links between increased value, enterprise needs and technological solutions.
  • Procures support and funding from the leading stakeholders in the enterprise.
  • Explains complex relationships and technological solutions in terms that meet the needs of affected parties.

Change Advocate
  • Has bold aspirations and takes smart risks.
  • Identifies and acts on opportunities for continuous improvement.
  • Encourages prudent risk taking, exploration of alternative approaches and organizational learning.
  • Demonstrates personal commitment to change through actions and words.
  • Mobilizes others to support change through times of stress and uncertainty.
  • Reviews, sponsors and approves recommendations for enterprise wide change programs that impact cross-functional key processes.
  • Partners with other business leaders to identify opportunities for significant technology and process enhancements.
  • Lobbies for changes that impact strategic business direction.
  • Approves strategic monitoring criteria, and reviews high-impact enterprise performance trends.
  • Evaluates progress against key performance drivers and assesses organizational opportunities and risks.
  • Solicits the support of business leaders in planning and spearheading enterprise change initiatives.


  • Sets and accomplishes challenging goals.
  • Defines standards in terms of doing what is appropriate and doing it well.
  • Competes resourcefully and takes calculated risks to achieve results.
  • Continually measures the organization's performance against the best-in-class peer group and sets a vision and plan to exceed those benchmarks.
  • Takes measured risks in investing enterprise resources in significant initiatives that transform organizational processes and/or practices to comply with best-in-class standards of practice.

Team Leadership
  • Shows compassion and respect, creating space for feedback and supporting others to achieve something bigger than ourselves.
  • Develops, directs, coaches, mentors and reinforces team members in line with the mission, vision, values, goals, and performance standards of formal and informal teams.
  • Encourages and facilitates cooperation and results orientation.
  • Fosters an environment of collaboration.
  • Inspires, motivates, and guides team members.
  • Fosters commitment, pride, and trust.
  • Allocates team roles and accountabilities.
  • Seeks and acts on feedback, maintains openness to others' suggestions and opinions, and offers flexibility where possible so people can be as engaged and productive as possible.
  • Leads formal multilevel direct-report teams and informal cross-functional teams.
  • Gains members' input to and sets the team's vision, goals, and strategic plan.
  • Allocates functional roles, levels of accountabilities, and strategic assignments.
  • Coaches, mentors, and trains new and existing team members in political, organizational, industry/business, behavioral, and technical skills.
  • Leads team strategy, operational reviews and planning meetings, conferences, and organization-wide meetings.

We are an equal opportunity employer. Apply online today at

For jobs in the United States:

As an equal opportunity employer, Gilead Sciences Inc. is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact for assistance.

Following extensive monitoring, research, consideration of business implications and advice from internal and external experts, Gilead has made the decision to require all U.S., Canada, Australia, Singapore, and Hong Kong employees and contractors to receive the COVID-19 vaccines as a condition of employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.​

For more information about equal employment opportunity protections, please view the 'EEO is the Law' poster.



Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.

Gilead provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.

For Current Gilead Employees and Contractors:

Please log onto your Internal Career Site to apply for this job.



Gilead Sciences is a biopharmaceutical company that discovers, develops, and commercializes innovative therapeutics in areas of unmet medical need. The company's mission is to advance the care of patients suffering from life-threatening diseases worldwide. Headquartered in Foster City, California, Gilead has operations in North America, Europe and Australia.

Find Us
333 Lakeside Drive
Foster City
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