Work Flexibility: Hybrid or Onsite

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 plansDevelop and implement training and communication programs in support driving organizational change within Stryker ITDirectly 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 vendorsLead research, making recommendations on improving our service model and integrated toolsetOwns 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/systemsPartner with IT communications and training teams to drive user adoption for key IT initiativesPartner with key business stakeholders at all levels as needed and ensure customer satisfaction

Education & special training

BS in Computer Science or equivalent education requiredITIL certification strongly desired

Qualifications & experience:

Minimum 10 years of professional experience in IT or a similar field requiredExperience 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 requiredExperience in driving process discipline, establishing frameworks for end to end delivery of servicesExperience in global environment, Life Sciences, Converged networking, and Project Management are strong plusCross Group Collaboration, Strong Communication Skills and Relationship ManagementDeep understanding of IT Service Management processes and tools, specifically ServiceNowExperience with AI and automation

Physical & mental requirements:

Excellent interpersonal and communication skills requiredDemonstrated ability to build trusting relationships, excel at teamwork, and lead changeStrong analytical skills to define strategic direction on the basis of incomplete dataStrong process discipline and attention to detail

Travel Percentage: 20%