Director of GS Service Management at Johnson & Johnson

Parañaque, National Capital Region, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Pharmaceuticals, MedTechIndustries

Requirements

Strategic vision and leadership skills to design and implement a unified Service Management Framework
Expertise in ITIL best practices and enterprise operating models
Technical expertise in service management, data, and analytics
Operational excellence to align performance management and standards
Ability to build, lead, manage, and coach a high-performing data and analytics business intelligence team
Strong partnership skills with functional, technology, operations, and business teams
Experience in global team leadership ensuring regional alignment

Responsibilities

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
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 measurable 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

Skills

Key technologies and capabilities for this role

Service ManagementService CatalogPerformance ManagementITILStrategic LeadershipOperational GovernanceFramework DesignGlobal Services

Questions & Answers

Common questions about this position

What locations are available for this Director of GS Service Management role?

The ideal locations are New Brunswick, NJ or Tampa, FL, with consideration for candidates in Manila, Philippines or Prague, Czechia.

What is the salary or compensation for this position?

This information is not specified in the job description.

What key skills and expertise are required for this role?

The role requires strategic vision, technical expertise, operational excellence, knowledge of ITIL best practices, and the ability to design service management frameworks.

What does the team structure look like for this position?

The Director will build, lead, manage, and coach a high performing data and analytics business intelligence team, reporting to the VP, GS Data and Digital Capabilities and Service Excellence.

What makes a strong candidate for this Director role?

A strong candidate is a strategic and operational leader with experience designing service management frameworks, partnering across teams, and leading high-performing teams to deliver customer-centric service models.

Johnson & Johnson

Healthcare products in pharmaceuticals and devices.

About Johnson & Johnson

Johnson & Johnson operates in the healthcare sector with three main areas: pharmaceuticals, medical devices, and consumer health products. In the pharmaceuticals segment, the company develops prescription drugs for various medical conditions such as cancer and infectious diseases. The medical devices segment provides products used in surgeries and other medical procedures, while the consumer health segment offers over-the-counter products, including baby care and personal health items. Johnson & Johnson generates revenue through direct sales and partnerships, and it invests significantly in research and development to create new products that meet the needs of consumers and healthcare providers. The company stands out from competitors by emphasizing diversity, equity, and inclusion in its workplace, fostering an environment where employees can share their perspectives. Its goal is to improve patient outcomes and enhance the overall health and well-being of individuals globally.

New Brunswick, New JerseyHeadquarters

1886Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

J&J faces a class action lawsuit in Australia over ineffective cold and flu medications.

Former J&J executives joining other firms could lead to increased competition.

Ongoing legal battles, like the lawsuit against Cigna, pose financial liabilities for J&J.

Differentiation

J&J operates in three segments: pharmaceuticals, medical devices, and consumer health.

The company invests heavily in R&D for innovative medical solutions and products.

J&J is committed to diversity, equity, and inclusion in its workplace culture.

Upsides

J&J's collaboration with Helsinki University Hospital focuses on value-based healthcare models.

The rise of personalized medicine offers J&J opportunities in targeted therapies.

Increased focus on digital health solutions presents expansion opportunities for J&J.

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