Senior Manager, Regional Service Owner (RSO) – Digital Services

  • Company: Johnson & Johnson
  • Location: Raritan, New Jersey
  • Posted: March 01, 2017
  • Reference ID: 9005161019-en-us

Johnson & Johnson is actively recruiting for a Senior Manager, Regional Service Owner (RSO) – Digital Services.  This position will be based in Raritan, NJ and may require up to 25% travel. 


Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 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.


With $70.1.3 billion in 2015 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices and diagnostics markets. The more than 250 Johnson & Johnson operating companies employ approximately 127,000 people in 60 countries 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 Services, will supervise a team of high performing individuals 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 Europe, Asia Pacific, and Latin America to deliver a standard, consistent and scalable service in partnership with our Global ITAS vendors. The Regional Service Owner, DIGITAL Services, will manage the support delivery of Digital Service Support and technologies such, as but not limited to Drupal, SharePoint, .Net, Java/J2EE, Mobility(iOS/Android) and SaaS. This role will report directly to the Global Service Owner – Director of Digital and Analytics.

  • Accountable for the overall delivery of the Digital support service in the North America, ensuring that service performance meets or exceeds established goals / SLAs, within budget.  Address 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.  Oversee all ASO execution at the regional level.
  • 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 and selection of vendor resources that are employed to deliver the support service in the region.
  • Be the 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.
  • 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 internal and external partners, vendors and research organizations 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.

  • 10+ years of related work experience required, with 5+ years in highly matrix large enterprise organizations preferred
  • Masters Degree is required
  • Must have experience in most of the following:  Digital solutions such as Drupal, SharePoint, .Net, Java/J2EE, Mobility(iOS/Android) and SaaS – over 50%
  • 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 define, shape, and drive  continuous support improvements while effectively collaborating strategically with others with little supervision
  • Proven ability to lead and influence others at all levels within the organization
  • Understanding of IT service management principles and practices preferred; ITIL certification and Scrum Master Certification and/or PMP is an asset
  • 5+ years of people management experience is required
  • Up to 25% travel, both international and domestic, could be required

Primary Location
United States-New Jersey-Raritan
Johnson & Johnson Services Inc. (6090)
Job Function
Info Technology
Requisition ID

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