Director, Service Ops & Desk

DePuy Synthes is recruiting for a(n) Director Service Ops & Desk this Hybrid positionwill be in Raynham MA (USA). Alternate Hybrid locations may be considered at Raritan NJ (USA) West Chester PA (USA) Warsaw IN (USA) Palm Beach Gardens FL (USA) OR Pune India.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings we recommend focusing on the specific country(s) that align with your preferred location(s):

Raynham MA (USA) - Requisition Number: R-072525

Pune India - Requisition Number:R

Remember whether you apply to one or all of these requisition numbers your applications will be considered as a single submission.

Johnson & Johnson announced plans to separate our Orthopedics business toestablisha standalone orthopedics companyoperatingas DePuy Synthes. Theprocess of the planned separation isanticipatedto be completed within 18 to24 months subject to legal requirements including consultation with works councils and other employee representative bodies as may berequired regulatory approvals and other customary conditions and approvals. Should you accept this position it isanticipatedthat following conclusion of the transaction you would be an employee of DePuySynthesand your employment would be governed by DePuy Synthes employment processes programs policies and benefit that case details of any planned changes would be provided to you by DePuy Synthes atan appropriate timeand subject to any necessary consultation processes.

Job Overview:

The Director Service Ops & Desk is a senior leadership role responsible for the strategic direction operational excellence and continuous improvement of enterprise service operations and service desk capabilities. This role ensures reliable efficient and customerfocused service delivery that enables global business operations and supports DePuy Synthes transformation and growthobjectives. The position plays a critical role in driving service quality standardization and performance across a complex global environment while partnering closely with IT business and external service providersand reports into the DePuy Synthes Technology organization.

Key Responsibilities:

• Provide strategic leadership and oversight for global service operations and service desk functions ensuring high availability reliability and customer satisfaction.

• Define and execute service management strategies operating models and governance aligned with business priorities and enterprise standards.

• Lead and develop highperforming teams fostering a culture of accountability continuous improvement and customer focus.

• Establish and monitor service performance metrics SLAs and KPIs; drive corrective actions and performance improvements.

• Oversee incident problem request and escalation management to ensuretimelyresolution and minimal business disruption.

• Partner with IT business stakeholders and vendors to improve service delivery standardization and cost efficiency.

• Drive service transformation initiatives including process optimization automation and adoption of service management best practices.

• Ensure compliance with internal controls security quality and regulatory requirements across service operations.

Qualifications:

Education

• Bachelors degree Business Information Systems Engineering or related field(required).

• Masters degree or MBA(preferred).

Experience and Skills:

Required:

• 10-12years of progressive experience in service operations service management or IT operations with significant leadership responsibility.

• Proven experience leading global or enterprisescale service desk and operations organizationsusing ServiceNow (Incident Request Problem Change CMDB SLAs reporting) driving standardization automation and continual service improvement globally

• Established and governed enterprise observability capabilities (endpoint network application and experience telemetry) to move from reactive support to predictive issue detection and proactive remediation

• Strong knowledge of service management frameworks operational governance and performance management.

• Demonstrated ability to manage complex stakeholder relationships and vendor partnerships.

• Experience driving operational excellence standardization and continuous improvement initiatives.

• Strong leadership communication andchangemanagement skills.

Preferred:

• Experience supporting regulated orhighly complexglobal organizations.

• Experience with largescale transformation or service modernization initiatives.

• Familiarity with digital service management tools and automation technologies.

• Prior experience in medicaldevice life sciences or healthcare environments.

Other:

• Language: English (fluent).Additionallanguages are a plus.

• Travel: Up to 20% primarily domestic withsome internationaltravel.

• Certifications: ITIL or similar service management certifications preferred.

For more information on how we support the whole health of our employees throughout their wellnesscareerand life journey please visit.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.

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