Director, Service Ops & Desk

Role 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.

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.

The ideal candidate will have 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 Service Now, driving standardization, automation, and continual service improvement globally.

• Bachelor's degree in Business, Information Systems, Engineering, or related field (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 Service Now
• 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

• Vacation – 120 hours per calendar year
• Sick time - 40 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 period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

401(k) plan Pension plan Floating holidays

Paid time off Parental leave

Bereavement leave

Caregiver leave

Volunteer leave

Military spouse time-off