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 service domains.
• Partner with functional and technology leaders to integrate service management into transformation and digital initiatives.
• Lead a global team of service managers, ensuring regional alignment with central policies and service delivery standards.
• Act as the primary liaison between service operations and key business units, ensuring service expectations are met and exceeded.
• Champion continual service improvement initiatives by analyzing performance data, customer feedback, and incident trends.

 

Service Catalog & Portfolio Management:

• Lead the creation, standardization and ongoing management of the GS service catalog, defining clear service offerings, SLAs, and performance metrics.
• Ensure services are designed for usability scalability, and measurably value to the organization.
• Oversee portfolio management processes to evaluate, prioritize and optimize service offerings across global functions
• Ensure service management practices adhere to compliance, security, and audit requirements globally.
• Drive a culture of service excellence, accountability, and process discipline across the global services team.
• Applies advanced knowledge of trends and the competitive landscape to continually improve the organization's overall operational and financial strategy

Service Management Capability Deployment

• Drive the implementation and continuous improvement of core ITIL processes such as Incident, Problem, Change, Request and Knowledge management
• Establish governance, tools and workflows to ensure consistent process execution across all service delivery teams in partnership with the Director, Digital Product Management and Demand
• Partner with Director, Digital Product Management  to ensure tool enablement supports ITIL capabilities effectively
• Foster a culture of continuous service improvement and data-driven decision making

Leadership & Collaboration

• Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services in alignment with the J&J’s Leadership imperatives.
• Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members.
• Foster a global culture across centers and help to establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization
• Develops and maintains a highly service-focused environment and climate which promotes effective team building, open and honest communication, ongoing skill development of staff, and prudent decision making.

Qualifications

Education: 

• A minimum of a bachelor’s degree is required
• Advanced degrees and/or certifications, such as an MBA/Master’s, CPA, CMA

Experience and Skills: 

• A minimum of 10 years’ experience is required
• Ability to partner with, influence and effectively communicate with all levels of the organization, including senior management is required. 
• Ability to work in ambiguous situations, proactively identifying and mitigating process risks within a cross-functional, global organization and effectively lead and govern decision-making bodies is required. 
• Strong conflict management, communication and framing skills along with proven interpersonal, negotiating and influencing skills are required. 

• The role may require up to 10% domestic and/or international travel. 

 

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

Required Skills:

 

 

Preferred Skills:

Alliance Formation, Artificial Intelligence (AI), Augmented Reality (AR), Business Case Modeling, Business Savvy, Change Management, Collaborating, Digital Applications, Digital Channels, Digital Fluency, Digital Strategy, Disruptive Innovations, Innovation, Program Management, Strategic Change, Tactical Planning, Technical Credibility, Web Usability

 

 

The anticipated base pay range for this position is :

$150,000-$258,750

Additional Description for Pay Transparency:

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis. Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company’s long-term incentive program. Employees are eligible for the following time off benefits: Vacation – up to 120 hours per calendar year Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below. http://www.careers.jnj.com/employee-benefits The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.