Job Description Summary

The Director, Global Service Operations for HR Service Delivery is a strategic and operational leadership role responsible for overseeing and optimizing the delivery of high-quality, efficient, and scalable HR services across global regions. This role ensures alignment with global HR strategies and Global Business Services (GBS) objectives, driving continuous improvement, operational excellence, and employee experience. This position ensures consistent, high-quality service experience for internal and external stakeholders by driving operational excellence, standardizing processes, and leveraging technology and data analytics. The Director partners closely with regional HR teams, COEs, and technology stakeholders to optimize service delivery models, enhance customer satisfaction, and support scalable growth.

Job Description

We are the makers of possible ! 

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us. 

The Director, Global Service Operations for HR Service Delivery is a strategic and operational leadership role responsible for overseeing and optimizing the delivery of high-quality, efficient, and scalable HR services across global regions. This role ensures alignment with global HR strategies and Global Business Services (GBS) objectives, driving continuous improvement, operational excellence, and employee experience. This position ensures consistent, high-quality service experience for internal and external stakeholders by driving operational excellence, standardizing processes, and leveraging technology and data analytics. The Director partners closely with regional HR teams, COEs, and technology stakeholders to optimize service delivery models, enhance customer satisfaction, and support scalable growth.

• Operational Leadership: Lead day-to-day operations of HR service delivery teams, ensuring consistent execution of core HR processes (e.g., onboarding, offboarding, employee data management, benefits administration).
• Service Excellence: Track and enhance service levels, KPIs, and SLAs to deliver prompt, accurate support for employees and HR partners. Review and recommend improvements for KPIs focused on operational efficiency, service quality, and customer satisfaction.
• Process Optimization: Identify and implement process improvements, automation opportunities, and standardization across regions.
• Stakeholder Engagement: Collaborate with HR COEs, regional HR leaders, and Regional leaders to ensure service delivery meets evolving needs.
• Technology Enablement: Partner with HRIS, IT, Finance and other teams to leverage digital tools and platforms (e.g., Workday, ServiceNow) for enhanced service delivery.
• Team Development: Build and lead a high-performing team, fostering a culture of accountability, innovation, customer-centricity, and continuous learning
• Compliance & Risk Management: Ensure adherence to global and local compliance standards, data privacy regulations, internal policies and audit requirements.
• Change Management: Lead and support transformation initiatives, including transitions to GBS, new technology rollouts, and organizational changes.

Educational Qualifications and Previous Experience

• Bachelor’s degree in business administration, Operations Management, Human Resources or a related field; Master’s degree preferred.
• Minimum of 10 years of experience in HR service delivery, operations management, or HR shared services, with at least 5 years in a leadership role.
• Proven experience managing global teams and working in a matrixed, multinational environment.
• Experience in GBS or shared services environments strongly preferred.
• Demonstrated success in leading large-scale transformation or process improvement initiatives.

Professional Qualifications

• Certification in Lean Six Sigma, ITIL, PMP, or similar operational excellence frameworks is highly desirable.
• Strong understanding of HR systems (e.g., Workday, ServiceNow) and service delivery models.
• Strong understanding of compliance, risk management, and governance in service operations.

Professional Skills and Key Competencies

• Strategic thinking and ability to translate vision into actionable plans.
• Exceptional leadership and people management skills.
• Strong analytical and problem-solving capabilities.
• Excellent communication and stakeholder engagement skills.
• Ability to manage complexity and drive results in a fast-paced, global environment.
• High proficiency in data-driven decision-making and performance management.
• Change leadership and adaptability to evolving business needs.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law. 

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. We require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable and learn and improve every day. You will work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Required Skills

Optional Skills

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Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift

NA (United States of America)

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.

Salary Range Information

$169,700.00 - $305,700.00 USD Annual