Manager, NA Site Delivery Lead

Job Overview 

The Manager, NA Site Delivery Lead is responsible for end‑to‑end delivery of on‑site and regional technology services, ensuring stable, secure, and high‑quality IT operations across supported NA locations. This role partners closely with business leaders, global IT teams, and vendors to translate business needs into reliable technology solutions, drive operational excellence, and lead continuous improvement initiatives. The position plays a critical role in enabling manufacturing, commercial, and corporate functions through dependable technology services and strong site engagement, and reports into the DePuy Synthes Technology organization. 

Key Responsibilities 

• Provide overall leadership and accountability for technology service delivery at assigned sites, ensuring alignment with global IT standards and local business needs. 

• Manage day‑to‑day IT operations, including end‑user services, infrastructure, application support, and site‑specific technology needs. 

• Serve as the primary technology point of contact for site and regional business leaders, building strong partnerships and ensuring high customer satisfaction. 

• Lead incident, problem, and change management activities to minimize business disruption and ensure timely resolution of issues. 

• Oversee local and regional vendors and service providers, managing performance, contracts, and service‑level agreements. 

• Drive execution of global and regional IT initiatives, including deployments, upgrades, and lifecycle management activities. 

• Ensure compliance with cybersecurity, data privacy, quality, and regulatory requirements applicable to medical device environments. 

• Lead, coach, and develop site or regional technology team members, fostering a culture of accountability, collaboration, and continuous improvement. 

Qualifications 

Education 

• Bachelor’s degree required in Information Technology, Computer Science, Engineering, or a related field. 

• Master’s degree (MBA or MS) preferred. 

Experience and Skills 

Required: 

• 6-8 years of progressive experience in IT service delivery, site IT operations, or technology services roles within a regulated or enterprise environment. 

• Technical skills including knowledge of end‑user computing, network and infrastructure services, ITSM processes (incident, problem, change), and vendor‑supported technology environments. 

• Ability to align technology services to operational and commercial business needs, manage budgets, and prioritize demand effectively. 

• Proven experience leading teams, influencing without authority, and partnering with senior stakeholders across functions and geographies. 

• Experience managing third‑party vendors and service providers, including performance management and issue escalation. 

• Strong problem‑solving, communication, and customer‑service orientation in fast‑paced site environments. 

Preferred: 

• Experience supporting manufacturing, supply chain, or commercial operations within medical device, life sciences, or similarly regulated industries. 

• Familiarity with cybersecurity, data privacy, and compliance requirements in global enterprises. 

• Demonstrated experience leading regional or multi‑site IT service delivery, including NA operations. 

• Exposure to digital workplace, cloud services, or infrastructure modernization initiatives. 

• Experience with continuous improvement frameworks and service quality metrics. 

Other: 

• Languages: English required; Spanish preferred. 

• Travel: Up to 25% regional and international travel. 

• Certifications: ITIL, PMP, or similar certifications preferred.