Director, Service Ops & Desk

Johnson & Johnson • West Chester, MA

6d • Hybrid

About The Position

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 jnj.com 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.

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.

Requirements

• Bachelor’s degree 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 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.
• English (fluent).

Nice To Haves

• Master’s degree or MBA (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.
• Additional languages are a plus.
• ITIL or similar service management certifications preferred.

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, 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.

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 period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Director