IT Director - Digital Employee Experience

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talented team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels inspired, invested, cared for, valued, and have a strong sense of belonging.

What You Can Expect

The IT Director, Digital Employee Experience provides global leadership for Zimmer Biomet’s client services, end user support, manufacturing operations support and digital employee experience capabilities. This global and highly visible role delivers a reliable, modern and consistent technology experience across EMEA, the Americas and APAC, including office, field, remote and manufacturing environments.

The Director leads global teams that may include employees, contractors and on-shore/off-shore outsourced resources. He/she is responsible for engaging, inspiring and increasing the capability of those teams to deliver operational, service quality and transformation objectives across end user services, field operations, workplace technologies and manufacturing support.

The role requires strong operational leadership, a service-first mindset and the ability to drive change across a complex global and matrixed organization. Decision-making authority can have significant impact on employee productivity, site operations, technology lifecycle planning, vendor performance, cost management and global business operations.

How You’ll Create Impact

• Lead global Employee Experience and Field Operations teams across EMEA, the United States and APAC, including client services, end user support, field services and manufacturing operations support.
• Define and execute the global Digital Employee Experience strategy, including experience measurement, proactive service improvement, employee productivity enablement, self-service and automation.
• Own global service delivery standards, operational governance, KPIs, SLAs, XLAs, escalations and continuous improvement across end user and field operations services.
• Provide leadership for manufacturing site support and field operations, ensuring reliable technology support for production, distribution, office and remote work environments.
• Lead global PC provisioning, endpoint deployment, device refresh, hardware currency, asset lifecycle, operating system lifecycle and workplace technology planning.
• Drive application rationalization and workplace technology simplification with Enterprise Architecture, Applications, Cybersecurity and business stakeholders.
• Manage global vendor, managed service provider and outsourcing relationships to ensure accountability, performance, cost effectiveness and resiliency.
• Champion automation, AI-enabled support, shift-left capabilities, knowledge management and global process standardization while developing high-performing global leaders and teams.

• Demonstrated senior-level IT operations, client services, field operations and digital workplace leadership skills in a complex, global and matrixed organization.
• Demonstrated success leading global teams across EMEA, the United States and APAC, including employees, contractors and outsourced service providers.
• Strong understanding of end user support, field services, manufacturing operations support, service desk integration, endpoint technologies and workplace platforms.
• Proven ability to develop and execute a global Digital Employee Experience strategy using metrics, service insights, proactive support and continuous improvement practices.
• Experience leading PC provisioning, endpoint lifecycle planning, hardware refresh, operating system lifecycle, asset management and technology currency programs.
• Experience driving application rationalization, technology simplification and workplace modernization in partnership with architecture, applications, cybersecurity and business teams.
• Advanced communication skills, exceptional interpersonal and presentation skills and the proven ability to influence effectively globally and across functional lines.
• Develop partnership opportunities with technical teams such as Collaboration Technologies and Information Security to create reference frameworks and roadmaps supporting the digital employee experience
• Demonstrated use of operational metrics, KPIs, SLAs, XLAs, financial measures and customer feedback to measure success and improve areas of responsibility.
• Keen understanding of budgets, vendor governance, managed services, operational risk, employee productivity and Zimmer Biomet’s global business and competitive environment.

Your Background

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business or related field required.
• Master’s degree in business, technology or related field preferred; ITIL, service management, endpoint management or digital workplace certifications preferred.
• 10+ years of related professional experience required, including significant leadership experience in global end user services, client services, field operations, manufacturing support, digital employee experience and/or IT operations.

Travel Expectations

• Up to 20%

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.