The **Director for IT Service Mgmt.** is responsible for developing and implementing a global Service Mgmt. strategy supporting all IT operations. This includes leading a large team of direct and matrixed personnel operating a framework of processes and systems including, but not limited to configuration, knowledge, hardware asset, software asset, problem, incident, asset, request, availability, license, change, event, and quality management. This position will design, implement, operate and continually improve processes and systems to drive efficiency, ensure stability / quality and enhance operations. They will help to foster a strong user feedback culture via bi-directional conversation, implement measurements to assess success in terms of positive business outcomes and drive change by installing a Service Mgmt. mindset throughout the Stryker IT organization. This will be accomplished by partnering with all IT service leads, various members across the global Stryker IT org (e.g. Business Partners, Governance, Architecture, Build) and interfacing with customers across the Stryker enterprise. **Essential duties & responsibilities:** (detailed description) + Lead a team of direct and indirect reports of 20+ people. + Track and manage the spend of $600m in Software License and $40m in hardware assets. + Provide status reporting (Monthly reports, ad-hoc updates, daily updates on critical items) and driving required action plans + Develop and implement training and communication programs in support driving organizational change within Stryker IT + Directly own the problem, incident, request, asset, knowledge, and software license mgmt. processes and operations. + Communicate and build trustful, productive relationships with all levels of the organization as well as with other IS teams and vendors + Lead research, making recommendations on improving our service model and integrated toolset + Owns the customer satisfaction survey process and champions user experience improvements across key stakeholder areas including end user support, applications and infrastructure areas. + Assist IT teams in evaluating ease-of-use and user interface improvements across key Stryker platforms/systems + Partner with IT communications and training teams to drive user adoption for key IT initiatives + Partner with key business stakeholders at all levels as needed and ensure customer satisfaction **Education & special training** + BS in Computer Science or equivalent education required + ITIL certification strongly desired **Qualifications & experience:** + Minimum 10 years of professional experience in IT or a similar field required + Experience leading or delivering IT based services. + Experience in leading global, complex programs and projects (including financials, governance, team engagement, Org Change Management, executive communications) is required + Experience in driving process discipline, establishing frameworks for end to end delivery of services + Experience in global environment, Life Sciences, Converged networking, and Project Management are strong plus + Cross Group Collaboration, Strong Communication Skills and Relationship Management + Deep understanding of IT Service Management processes and tools, specifically ServiceNow + Experience with AI and automation **Physical & mental requirements:** + Excellent interpersonal and communication skills required + Demonstrated ability to build trusting relationships, excel at teamwork, and lead change + Strong analytical skills to define strategic direction on the basis of incomplete data + Strong process discipline and attention to detail Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 150 million patients annually. Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.