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.

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 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. 

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, prob