Sr Staff Project Manager

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

The Service Management Lead is a critical role within the Global Business Services (GBS) organization, reporting directly to the Head of GBS Engagement & Service Management and indirectly to the Director of Site Operations. This role requires a blend of strategic vision and hands-on execution in business process management and technology across solution design, implementation, and service assurance.

This role involves collaborating with key stakeholders, and GBS leaders to drive alignment on performance priorities and enable delivery of SLAs through strong performance intelligence and governance.  The ideal candidate will have deep expertise and a proven track record in a combination of business & technical architecture, process excellence, and service design and management - particularly with technology platforms like ServiceNow.

The individual must develop strong relationships, collaborate across different GBS capability areas, and be hands-on in delivering high-quality work in a demanding environment.

Where you come in:

Stakeholder Management & Collaboration:

• Take full ownership of site’s catalogue maintenance service & reporting in collaboration with FP&A.

• Partner closely with the Head of GBS Engagement & Service Management and Director of Site Operations to align service management strategies, and deployment of service assurance and technology solutions with overall GBS objectives and frameworks.

• Provide insights and strong support to site operations leadership, ensuring service excellence.

• Act as a trusted advisor and subject matter expert on service management best practices.

End to End Performance Management Design Support:

• Leverage strong understanding of service delivery across the business functions (e.g., Finance, HR, Supply Chain, Procurement) and the underlying IT stack (Systems of Engagement/Action/Record, Infrastructure, Support) and connect these layers to deliver value to the business.

• Collaborate with key stakeholders, engagement leads, and site operations leaders to define and document performance requirements, business impacts, and key measurements critical to the business. Ensure alignment with OKRs and global operating standards.

• Provide expert guidance and support in the development of service design packages, including service level agreements (SLAs), operating level agreements (OLAs), and key performance metrics.

• Contribute to the development and implementation of service design methodologies and best practices.

• Collaborate with business intelligence to design performance tracking and reporting to deliver insights to site operations leadership in support of service excellence.

Performance Management Monitoring & Governance:

• Maintain and monitor comprehensive performance management frameworks and reporting mechanisms. This includes key performance indicators (KPIs) and service metrics to track service performance against established targets and OKRs.

• Proactively identify performance trends, bottlenecks, and risks to service excellence. Leverage platforms like ServiceNow for service tracking, reporting, and improvement efforts. Able to collaborate with platform owners to enhance workflows and reporting.

• Generate monthly and quarterly performance reports and dashboards. Facilitate reviews with site operations leadership and ensure data integrity and accuracy in performance reporting.

Performance Remediation Planning:

• Partner with business intelligence and continuous improvement teams to proactively identify and analyze performance gaps, root causes, and potential risks.

• Support the identification of opportunities for continuous improvement based on performance metrics trends and insights.

• Collaborate cross-functionally with various GBS teams to develop and implement effective mitigation plans to address performance gaps and improve service delivery.

• Track and monitor the effectiveness of mitigation plans and make recommendations for necessary adjustments.

Key Business Measures and Outcomes:

Performance Leadership and Monitoring:

• Ensure the service catalogue reflects current capabilities and services offered by maintaining an accurate and updated service catalogue for the site.

• Increase adherence to operating standards and compliance with service excellence measures by enhancing transparency and service performance insights.

• Achieve operational excellence by driving strategic initiatives and providing leadership in performance tracking and service assurance.

• Support data-driven decision-making by ensuring accurate and comprehensive performance monitoring and reporting.

Mitigation Planning and Incident Resolution:

• Ensure timely resolution and continuous improvement by developing and implementing effective mitigation plans to address performance gaps.

• Minimize impact on operations and maintain service quality by expediting the resolution of service performance incidents.

Stakeholder Engagement and Satisfaction:

• Foster trust and collaboration by maintaining strong relationships with stakeholders and providing expert guidance on service management best practices.

• Deliver consistent and high-quality service outcomes to contribute to improved stakeholder satisfaction with GBS performance

What makes you successful:

• Proven track record in solution architecture, process excellence (Lean/ Six Sigma), and service design and management - particularly with technology platforms like ServiceNow

• Excellent analytical and problem-solving skills, with the ability to translate data into actionable insights.

• Experienced in engaging with senior functional, GBS and IT leaders, facilitating discussions on performance, and influencing decisions without direct authority.

• Demonstrated ability to influence cross-functional teams and deliver results.

• Strong project management skills.

• Ability to work in a fast-paced and dynamic environment.

• Proficiency in Microsoft Office Suite - Word, Excel, PowerPoint, and Adobe Acrobat Pro.

• Global experience is highly desirable.

• Experience in Medical Devices, Healthcare or Manufacturing is preferred.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.

• A full and comprehensive benefits program.

• Growth opportunities on a global scale.

• Access to career development through in-house learning programs and/or qualified tuition reimbursement.

• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 5-15%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 13+ years related experience or a Master’s degree and 8+ years equivalent industry experience of a PhD and 5+ years of experience.

Flex Workplace:

• Your primary location will be a home office. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).

#LI-Hybrid

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.