Application Services Digital Lead - Regional Service Owner

The Johnson & Johnson Family of Companies is currently recruiting for an Application Services Digital Lead/Regional Service Owner.  The primary location for this position will in Tampa, FL. 

Johnson & Johnson Family of Companies, caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for 125 years. We embrace research and science -- bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion.  Proud to be an equal opportunity employer.

The Regional Service Owner, Digital, will be responsible for leading, shaping and delivering upon the Global IT AS support model. The Regional Service Owner will collaborate with Global and Regional Service Owners in North America, Europe, Asia Pacific, and Latin America to deliver a standardized, consistent and scalable service in partnership with our Global ITAS vendors. The Regional Service Owner, Digital, will manage the delivery of support services within the Digital technologies such as but not limited to Drupal, SharePoint, .Net, Java/J2EE, mobile (iOS/Android) and SaaS. This role will report directly to the Regional Service Owner – Digital.

Major Duties/Responsibilities:
  • Accountable for the overall delivery of the Digital support service in the North America region, ensuring that service performance meets or exceeds established goals / SLAs, within budget. Responsible for addressing issues and challenges pertaining to the Digital service in the region, and expediting / resolving issues that may require partnership across the organization, managing service escalations.  Responsible for ASO execution commensurate with a Regional Service Owner Digital Lead scope. 
  • Build and manage a regional team (direct/matrix) that designs, operates, and continually improves the Digital support in the region. Understand service demand in the region and manage prioritization and allocation of resources. This includes the management vendor resources that are employed to deliver the support service in the region.  Manage the execution of the Vendor performance while continually improving the Digital support in the region.
  • Be a liaison with Business IT owner(s) for the Digital service. Take overall accountability for proposing support service-based solutions to customers. This includes providing estimates and quotes in coordination with the professional service support center and other service-based teams. May be responsible for providing / improving tools to assist the professional service support center during estimate and quoting activities.   
  • Collaborate across Application Services to identify and communicate integration issues between services. Connect enabling teams such as the development centers, professional services support center, and other service-based teams, to ensure a positive overall support service delivery experience for customers.
  • Shape and Execute the strategy for the support services regionally.  In collaboration with the Global and Regional Service Owner, define regional policies, processes, and procedures while adhering to global standards including ITIL, SLDC, and Portfolio Management.  
  • Connect with Digital Global Service Owner, Internal and External partners to understand emerging trends and transform those insights into service improvements. Instigate and lead innovation and proof-of-concept initiatives to continually improve support service performance or address emerging / unmet customer needs. Collaborate with internal partners and customers to estimate and quantify the impact and business value of key initiatives
  • For applications that require niche or region specific vendor strategies, collaborate with Global Service Owner, Business IT and internal AS partners to shape vendor selection and management strategies for both technology and professional services.   This includes the management and selection of vendor resources that are employed to deliver the support service for these applications.
  • Collaborate with internal build partners and product owner to influence and align on priorities for support requirements.  Interface with AS development teams to understand any potential changes into supported apps due project activities as well to deliver proper transition to support when it’s necessary. Engage as necessary for anticipated knowledge transition. Provide feedback after project go-live to project teams to retrofit their quality analysis and continuous improvement in the development framework
  • Partners with Financial Management, Demand Management, and Technology partners to ensure deployment plans for new/enhanced services are transitioned successfully into operation.
  • Manage knowledge transfer through proper channels and audience
  • Ensures that the service delivery meets all compliance requirements

  • 5+ years of related work experience required, with 3+ years in highly matrix large enterprise organizations preferred
  • Must have 5+ years of experience delivering support services within Commercial domain and/or Marketing function with web - internet/intranet portals or SaaS or e-Commerce technologies
  • Must have 3+ years of experience managing vendor resources, should be able track performance per contractual agreements and take corrective & preventive action while continuously improving services
  • Strong verbal and written communication skills 
  • Analytical, and problem-solving skills 
  • Experience developing and delivering IT services in large complex enterprises required.
  • Must be able to solve complex business problems and present recommendations to senior management effectively 
  • Must have good planning, organizational, and decision-making skills 
  • Must be able to effectively connect and collaborate with others 
  • Proven ability to lead and influence others at all levels within the organization
  • Must be able to adopt and internalize change to support continuous process improvement quickly
  • Must be able to define, shape, and drive continuous support improvements while effectively collaborating strategically with others with little supervision 
  • Mastering of IT service management principles and practices and able to provide guidance to others, including vendors how to apply these in managing & driving continuous improvement in support engagements
  • Ability to be on call outside of normal business hours, including weekends when needed is required
  • Understanding of Scrum, Agile software development concepts, Project Management & IT service management principles & practices preferred
  • ITIL Foundation certification, Scrum Master Certification and/or PMP is an asset
  • Must have experience managing service desk and ticketing system
  • Strong knowledge and working experience in operations & support services within Commercial domain
  • Must have the ability to asses support demand, partner with service-based teams to provide estimates and quotes in order to provide support solutions to customers in service based model
  • Ability to be on call outside of normal business hours, including weekends when needed is required

Primary Location
United States-New Jersey-Raritan
Other Locations
North America-United States-Florida-Tampa
Johnson & Johnson Services Inc. (6090)
Job Function
Info Technology
Requisition ID

Share this Job

Other Locations For This Job