Senior Director, Enterprise Observability, Service Management Office, and Digital Command Center

At Johnson & Johnson, we believe health is everything.

Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:
Technology Product & Platform Management

Job Sub Function:
Multi-Family Technology Product & Platform Management

Job Category:
People Leader

All Job Posting Locations:
Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson is currently recruiting for a Senior Director, Enterprise Observability, Service Management Office, and Digital Command Center (DCC) for the J&J Technology organization (JJT) and will be based in Raritan, NJ.

The Enterprise Observability (EO), Service Management Office (SMO), and Digital Command Center (DCC) Global Leader will drive the strategy and development of the EO program, application performance management, monitoring, event correlation, and the skilled facilitation of the most complex and impactful IT incidents around the globe.  Additionally, the SMO is responsible for the IT Service Management (ITSM) platform (ServiceNow) as well as the functions of change, incident, and problem management for the entire IT organization.  

This position will establish the ITSM technology strategy and roadmap, develop process and policy standards, define performance metrics, promote ongoing training and development, implement governance, and drive continuous improvement of the capabilities.

Using metrics and key performance indicators, the SMO and DCC team will identify trends, anticipate problems, carry out root cause analyses and work across IT functions to implement preventative measures.

Additional areas of responsibility and oversight will include:



* Defining the overall data and tools strategy for the enterprise observability program, enterprise monitoring, and event correlation.


* Driving measurable improvements for Major Incident Management in the Digital Command Center.  Responding to, mobilizing, and driving resolution for critical outages.

Evaluating, selecting, and implementing tools and processes to improve major incident response.


* Leading the development of the end-to-end ServiceNow and monitoring platforms, including the related lifecycle management of the platforms.


* Maintaining the service/product portfolio, service roadmaps and service catalog and process maps.


* Facilitating operational reviews with senior IT leadership and service owners.


* Improving the employee experience through implementing employee service portal strategy using ServiceNow Employee Service Center


* Sustaining the Service O...