Director, IT Support Services

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position

The Director of IT Support Services is a strategic leadership role responsible for managing and advancing IT support operations across the global Intuitive regions. Reporting to the Senior Director of IT Support Services, this position oversees the delivery of first- and second-level support services, ensuring alignment with global IT strategies and business objectives. The Director will lead geographically dispersed teams, drive performance against service level agreements, and promote innovation to support regional growth and operational excellence. A deep understanding of diverse market needs and a proactive, metrics-driven approach to service delivery are essential to success in this role.

Essential Job Duties

• Strategic Leadership: Develop and implement the IT strategy, ensuring alignment with global IT and business goals. Act as a strategic partner to regional leadership, identifying and leveraging technology to drive business growth and efficiency.
• Operational Management: Oversee IT Support Operations, including Service Support and Service Delivery, ensuring reliability, scalability, security, and liaison for Infrastructure, Applications, Collaboration, and Network teams. Optimize IT budgets and resources to support cost-effective solutions aligned with strategic objectives.
• Team Leadership: Lead and develop a diverse, high-performing IT team across multiple countries, fostering a culture of collaboration, continuous learning, and innovation. Provide mentorship and career development opportunities to ensure team growth and succession planning.
• Project Management: Lead major IT projects and initiatives, ensuring timely delivery within scope and budget. Implement best practices in project management, change management, and risk management to ensure the successful execution of IT initiatives.
• Security & Compliance: Ensure IT operations comply with global and regional regulations, industry standards, and corporate policies. Oversee cybersecurity strategies and risk mitigation efforts to protect data and IT assets.
• Stakeholder Engagement: Engage with regional leadership teams and other stakeholders to understand business needs and align IT services accordingly. Communicate IT performance, challenges, and opportunities to senior leadership, providing data-driven insights and recommendations.

Qualifications

Required Skills and Experience

• A minimum of 10 years of experience in IT leadership roles, with a focus on managing large-scale, cross-regional IT operations.
• Proven track record in a high-growth, tech-driven environment.
• Strong strategic thinking and business acumen, with the ability to align IT strategies with business objectives.
• Extensive experience managing complex IT projects, budgets, and teams across multiple regions.
• In-depth knowledge of IT infrastructure, cloud computing, cybersecurity, and emerging technologies.
• Exceptional leadership, communication, and stakeholder management skills, with the ability to influence and drive change.

Required Education and Training

• Bachelor’s degree in MIS/CS, Business Administration, or a related field.
• MBA or Master’s degree preferred.
• Relevant certifications in IT service management, project management, or cybersecurity (e.g., ITIL, PMP, CISSP) are highly desirable.

Working Conditions

• Willingness to travel internationally as required.
• Ability to work in a fast-paced, dynamic environment, managing multiple priorities and stakeholders.

Preferred Skills and Experience

• Experience with Agile methodologies and a proven ability to drive transformation initiatives.
• Familiarity with compliance requirements and best practices in specific regions.
• Knowledge of ITIL, Six Sigma, Lean Business Processes or similar IT service management frameworks.
• Experience in leading teams within a diverse, multi-cultural environment, fostering inclusivity and collaboration.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Preference will be given to qualified candidates who do not reside, or plan to reside, in Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, or Tennessee.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target compensation ranges are listed.

Base Salary Range Region 1:$176,000 - $264,000
Base Salary Range Region 2: $149,600 - $224,400
Shift: Day
Workplace Type: Set Schedule - This job will be onsite weekly, the percentage of onsite work will be defined by the leader.