IT Director - Digital Employee Experience

About the Role

The IT Director, Digital Employee Experience provides global leadership for Zimmer Biomet’s client services, end user support, manufacturing operations support, and digital employee experience capabilities. This global and highly visible role delivers a reliable, modern, and consistent technology experience across EMEA, the Americas, and APAC, including office, field, remote, and manufacturing environments. The Director leads global teams that may include employees, contractors, and on-shore/off-shore outsourced resources, engaging, inspiring, and increasing their capability to deliver operational, service quality, and transformation objectives. The role requires strong operational leadership, a service-first mindset, and the ability to drive change across a complex global and matrixed organization.

Responsibilities

• Lead global Employee Experience and Field Operations teams across EMEA, the United States, and APAC, including client services, end user support, field services, and manufacturing operations support.
• Define and execute the global Digital Employee Experience strategy, including experience measurement, proactive service improvement, employee productivity enablement, self-service, and automation.
• Own global service delivery standards, operational governance, KPIs, SLAs, XLAs, escalations, and continuous improvement across end user and field operations services.
• Provide leadership for manufacturing site support and field operations, ensuring reliable technology support for production, distribution, office, and remote work environments.
• Lead global PC provisioning, endpoint deployment, device refresh, hardware currency, asset lifecycle, operating system lifecycle, and workplace technology planning.
• Drive application rationalization and workplace technology simplification with Enterprise Architecture, Applications, Cybersecurity, and business stakeholders.
• Manage global vendor, managed service provider, and outsourcing relationships to ensure accountability, performance, cost effectiveness, and resiliency.
• Champion automation, AI-enabled support, shift-left capabilities, knowledge management, and global process standardization while developing high-performing global leaders and teams.
• Develop partnership opportunities with technical teams such as Collaboration Technologies and Information Security to create reference frameworks and roadmaps supporting the digital employee experience.

Requirements

• Demonstrated senior-level IT operations, client services, field operations, and digital workplace leadership skills in a complex, global, and matrixed organization.
• Demonstrated success leading global teams across EMEA, the United States, and APAC, including employees, contractors, and outsourced service providers.
• Strong understanding of end user support, field services, manufacturing operations support, service desk integration, endpoint technologies, and workplace platforms.
• Proven ability to develop and execute a global Digital Employee Experience strategy using metrics, service insights, proactive support, and continuous improvement practices.
• Experience leading PC provisioning, endpoint lifecycle planning, hardware refresh, operating system lifecycle, asset management, and technology currency programs.
• Experience driving application rationalization, technology simplification, and workplace modernization in partnership with architecture, applications, cybersecurity, and business teams.
• Advanced communication skills, exceptional interpersonal and presentation skills, and the proven ability to influence effectively globally and across functional lines.
• Demonstrated use of operational metrics, KPIs, SLAs, XLAs, financial measures, and customer feedback to measure success and improve areas of responsibility.
• Keen understanding of budgets, vendor governance, managed services, operational risk, employee productivity, and Zimmer Biomet’s global business and competitive environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or related field required.
• Master’s degree in business, technology, or related field preferred; ITIL, service management, endpoint management, or digital workplace certifications preferred.
• 10+ years of related professional experience required, including significant leadership experience in global end user services, client services, field operations, manufacturing support, digital employee experience, and/or IT operations.

Schedule

Travel expectations: Up to 20%.

Pay

Expected compensation: $185,000-$230,000 base salary. Comprehensive bonus and long-term incentives (LTI) also provided.