Director of GS Service Management

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:
Strategy & Corporate Development

Job Sub Function:
Digital Strategy & Deployment

Job Category:
Professional

All Job Posting Locations:
New Brunswick, New Jersey, United States of America, Tampa, Florida, United States of America

Job Description:

Johnson & Johnson is recruiting for a Director of GS Service Management.

The ideal location for this role is in New Brunswick, NJ or Tampa, FL.

We will also consider candidates to work in our offices in Manila, Philippines or Prague, Czechia.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements.

While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

New Brunswick & Tampa - Requisition Number: R-045121

Manila & Prague - Requisition Number: R-046107

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

The Director of GS Service Management is a strategic and operational leader responsible for designing, implementing and governing a unified Service Management Framework across Global Services.   This role leads the development of the GS service catalog, aligns performance management approach and standards, and oversees deployment of the service management capabilities to ensure consistent, efficient, and high-quality service operations.

 

Reporting to the VP, GS Data and Digital Capabilities and Service Excellence, this leader will partner across JJT, operations and business teams to establish a scalable, customer-centric service management model that improves service delivery, transparency and business value.

This is a high-impact position requiring a blend of strategic vision, technical expertise and operational excellence.  In addition, this leader will build, lead, manage, and coach a high performing data and analytics business intelligence team.

Tasks/Duties/Responsibilities

Service Management Framework & Strategy


* Design and implement a GS service management framework aligned to ITIL best practices and enterprise operating models


* Define the service management strategy, governance and roadmap to improve operational efficiency, service reliability, and customer satisfaction.


* Establish clear ownership accountability and performance standards for all...