Director, Service Ops & Desk

DePuy Synthes is recruiting for a(n) 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., Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes., 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., * 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.

• 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.

Business Alignment, Business Architecture, Business Process Design, Business Savvy, Computer Programming, Developing Others, Human-Computer Interaction (HCI), Inclusive Leadership, Leadership, Platform as a Service (PaaS), Product Knowledge, Program Management, Software Development Management, Strategic Change, Succession Planning, Tactical Planning, Technical Credibility The anticipated base pay range for this position is : $150,000.00 - $258,750.00 Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company's long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation -120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year

Holiday pay, including Floating Holidays -13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave - 80 hours in a 52-week rolling period10 days

Volunteer Leave - 32 hours per calendar year

Military Spouse Time-Off - 80 hours per calendar year

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.