Senior Director, Service Management: Executive & End-User Technical Experience- Office based- Morrisville, NC

Senior Director, Service Management: Executive & End-User Technical Experience- Office based- Morrisville, NC

Syneos Health® is a leading fully integrated biopharmaceutical solutions organization built to accelerate customer success. We translate unique clinical, medical affairs and commercial insights into outcomes to address modern market realities.  

Every day we perform better because of how we work together, as one team, each the best at what we do. We bring a wide range of talented experts together across a wide range of business-critical services that support our business. Every role within Corporate is vital to furthering our vision of Shortening the Distance from Lab to Life®.

Discover what our 29,000 employees, across 110 countries already know.

WORK HERE MATTERS EVERYWHERE

Why Syneos Health

• We are passionate about developing our people, through career development and progression; supportive and engaged line management; technical and therapeutic area training; peer recognition and total rewards program.
• We are committed to our Total Self culture – where you can authentically be yourself. Our Total Self culture is what unites us globally, and we are dedicated to taking care of our people. 
• We are continuously building the company we all want to work for and our customers want to work with. Why? Because when we bring together diversity of thoughts, backgrounds, cultures, and perspectives – we’re able to create a place where everyone feels like they belong. 

Job Responsibilities

The Executive Technical Experience Director is a hands-on leader and technical expert responsible for ensuring a seamless, proactive, and “white-glove” technology experience for the Executive Leadership Team (ELT) and overseeing key end-user technology operations across North America. This role combines direct technical delivery with leadership of critical tech functions, including Level 2 (L2) support, workstation refresh programs, and new hire technical onboarding, ensuring both executives and broader staff benefit from a premium, reliable, and continuously improving technology environment.

This individual sets the standard for service excellence and accountability in executive-facing support while also driving wider operational capabilities that impact employee productivity and technology adoption. They will lead a dedicated team, foster a culture of end-to-end ownership and responsiveness, and serve as the single point of accountability for both executive technology experience and regional end-user service delivery.

The role spans office, travel, HQ, and remote environments, with a strong emphasis on proactive engagement, visible service presence, and seamless coordination between frontline support teams and specialized technology groups.

JOB RESPONSIBILITIES

Team Leadership & Development

• Lead, mentor, and develop a team of executive support specialists, ensuring they consistently deliver high-quality, proactive support.
• Establish clear performance expectations, provide regular feedback, and address performance issues directly and constructively.
• Build a collaborative and motivated team culture where accountability, reliability, and continuous improvement are non-negotiable.

Strategic Service Ownership

• Own the end-to-end executive support service, ensuring a consistent “white glove” experience across office, travel, and remote work scenarios.
• Lead and manage L2 support operations for North America, ensuring escalation from the Service Desk are resolved effectively and within SLAs.
• Direct the delivery of workstation refresh programs to maintain optimal endpoint performance across the region.
• Oversee new hire technical onboarding and orientation to ensure a seamless technology setup, productivity from day one, and positive first impressions.
• Translate executive and employee feedback into actionable service improvements and align the team’s priorities to deliver measurable impact.
• Partner with other technology leaders (e.g., Networks, Security, Collaboration) to address systemic issues at root cause, while shielding end users from unnecessary internal complexity.
• Deliver a strong onsite presence at HQ and other offices, embedding the team within the business to proactively identify and resolve technology issues.
• Act as a leadership escalation point for Service Management during US hours.

Executive Relationship Leadership

• Serve as the primary executive-facing technology leader, representing Core Technology

 with credibility and authority.

• Anticipate executive needs and proactively align team actions to executive schedules, travel, and business priorities.

• Provide executives