Director, Service Ops & Desk

Director, Service Ops & Desk

DePuy Synthes is recruiting for a Director, Service Ops & Desk. This hybrid position will 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.

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 customer-focused service delivery that enables global business operations and supports DePuy Synthes' transformation and growth objectives. 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 providers and 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 high-performing 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 ensure timely resolution 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

• Bachelor's degree Business, Information Systems, Engineering, or related field (required).
• Master's degree or MBA (preferred).

Experience and Skills:

Required:

• 10-12 years of progressive experience in service operations, service management, or IT operations, with significant leadership responsibility.
• Proven experience leading global or enterprise-scale service desk and operations organizations using 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, and change management skills.

Preferred:

• Experience supporting regulated or highly complex global organizations.
• Experience with large-scale transformation or service modernization initiatives.
• Familiarity with digital service management tools and automation technologies.
• Prior experience in medical device, life sciences, or healthcare environments.

Other:

• Language: English (fluent). Additional languages are a plus.
• Travel: Up to 20%, primarily domestic with some international travel.
• Certifications: ITIL or similar service management certifications preferred.