Service Manager

Description

Service Manager (ERP)

Kenvue is recruiting for an IT Manager

This position reports into ERP Platform Service Owner and is based in Kenvue GCC, India, and may have remote and Hybrid work opportunities.

Who we are

At Kenvue , part of the Johnson & Johnson Family of Companies, we believe there is extraordinary power in everyday care.

Built on over a century of heritage and propelled forward by science, our iconic brands-including NEUTROGENA ® , AVEENO ® , TYLENOL ® , LISTERINE ® , JOHNSON'S ® and BAND-AID ® -are category leaders trusted by millions of consumers who use our products to improve their daily lives.

Our employees share a digital-first mindset, an approach to innovation grounded in deep human insights, and a commitment to continually earning a place for our products in consumers' heart and homes.

The IT Manager will support the ERP Applications.

This role will be responsible for Service Level Management, Application & Technology Portfolio Management, Change Management, Knowledge Management, Compliance Activities, and Continuous Service Improvement.

Responsible for the End to End experience of our customers and how our systems perform using industry-leading tools and approaches.

Key Responsibilities



* Service Level Management

Ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets.

Responsible for full SLM Lifecycle (Create SLAs/OLAs/Contracts, Define Service Level Requirements, Monitor & Report on Service Levels, Perform Service Level Reviews).



* Application & Technology Portfolio Management

Manage and maintain the portfolio of business applications under AM support and ensures CMDB data accuracy.

In partnership with App Dev and Infrastructure, identify ALM/TLM initiatives for inclusion in the PLO business plan.



* Change Management

Act as a change manager for changes related to releases & break fix.



* Knowledge Management

Promote KM best practices and champions improvement initiatives.

Contribution and continued maintenance of KAs to repositories & coaching resources within the organization.

Responsible for Knowledge Lifecycle (IT Knowledge Strategy, IT Knowledge Capture, IT Knowledge Structuring and Retention, IT Knowledge Access and Sharing).



* Continuous Service Improvement

Utilizing KPIs and the voice of customers to identify & implement service improvement opportunities, self-service capabilities & automation to improve the overall service delivery.

Collaborate with Technology Product Owners, and other Service Managers to identify and implement service management process improvements.



* Work directly with Business partners/Technology Product Owners/developers/SaaS vendors/architects to drive solutions to build stronger more reliable SAP-Corporate Finance Business Services.


* Interact with technologists around the world building global and regional services and relatio...