Service Delivery Lead

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:
Technology Operations Support

Job Category:
Scientific/Technology

All Job Posting Locations:
Raynham, Massachusetts, United States of America

Job Description:

Johnson & Johnson is recruiting a Service Delivery Lead located in Raynham, MA.

As a Service Delivery Lead within End User Services, you will focus on delivering an exceptional technological experience while strategically overseeing the efficient delivery of IT services across the organization.

This pivotal role serves as a bridge between the IT department and business units, ensuring digital technology solutions align with organizational objectives and meet the evolving needs of end-users.

You will be the driving force behind the seamless integration of IT services, managing everything from planning and implementation to ongoing support and optimization.

As technology evolves at a rapid pace, your role will be essential in navigating the complexities of modern IT environments.

Close collaboration with cross-functional teams, vendors, and stakeholders is essential to ensure that IT services are delivered efficiently, securely, and in alignment with industry best practices and regulatory compliance standards.

Key Responsibilities:



* Overseeing the delivery of IT services to internal and external customers, ensuring alignment with business objectives and service level agreements (SLAs).


* Bridging the gap between technical teams and stakeholders, fostering collaboration, and driving continuous improvement in service quality and customer satisfaction.


* Special projects related to process improvement for end user services utilizing data and working with our supplier.


* Implementing IT service strategies to optimize service quality, efficiency, and user experience.


* Monitoring and analyzing service performance metrics, identifying areas for improvement, and implementing corrective actions.


* Collaborating with cross-functional teams, including IT operations, development, and support, to ensure seamless service delivery.


* Managing service requests, incidents, and escalations to exceed customer expectations.


* Conducting regular service reviews and risk assessments to identify potential issues and mitigate risks.


* Overseeing the implementation and maintenance of IT service management tools and processes (e.g., ITSM, ITIL).


* Coordi...