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.
Responsibilities
- 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.
Qualifications- 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 LocationUnited States-New Jersey-Raritan
OrganizationJohnson & Johnson Services Inc. (6090)
Job FunctionInfo Technology
Requisition ID9005161019