Job Function:
Technology Product & Platform Management
Job Sub Function:
Multi-Family Technology Product & Platform Management
Job Category:
People Leader
All Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America
Job Description:
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--073278
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 company,operatingas 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 plans. In 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 Synthes92 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.
Lead and develop highperforming teams, fostering a culture of accountability, continuous improvement, and customer focus.
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
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 enterprise92scale 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
Preferred:
Other:
For more information on how we support the whole health of our employees throughout their wellness,careerand life journey, please visitwww.careers.jnj.com.
#DePuySynthesCareers
#LI-Hybrid
Required Skills:
Preferred Skills:
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 Company92s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation 3120 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 580 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
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
