Director of GS Service Management at Johnson & Johnson

New Brunswick, New Jersey, United States

Apply Now

Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Healthcare, Pharmaceuticals, MedTechIndustries

Requirements

Strategic and operational leadership experience in designing, implementing, and governing service management frameworks
Expertise in ITIL best practices and enterprise operating models
Technical expertise blended with strategic vision and operational excellence
Ability to build, lead, manage, and coach a high-performing data and analytics business intelligence team
Experience leading global teams of service managers with regional alignment
Strong partnership skills across functional, technology, operations, and business teams

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
Develop the GS service catalog, align performance management approach and standards, and oversee deployment of service management capabilities

Skills

Key technologies and capabilities for this role

Service ManagementService CatalogPerformance ManagementFramework DesignGovernanceStrategic LeadershipOperational LeadershipDigital StrategyDeployment

Questions & Answers

Common questions about this position

What locations can I work from for this Director of GS Service Management role?

The ideal locations are New Brunswick, NJ or Tampa, FL, with consideration for offices in Manila, Philippines or Prague, Czechia. This role is available across multiple countries.

What are the main responsibilities of the Director of GS Service Management?

The role involves designing and implementing a unified Service Management Framework across Global Services, developing the GS service catalog, aligning performance standards, and overseeing deployment of service management capabilities.

Who does this position report to?

The position reports to the VP, GS Data and Digital Capabilities and Service Excellence.

What skills or experience are needed for this role?

The role requires a blend of strategic vision, technical expertise, and operational excellence, including knowledge of ITIL best practices, leadership to build and coach a high-performing team, and ability to partner across teams.

What makes a strong candidate for this position?

A strong candidate is a strategic and operational leader with experience in service management, ITIL best practices, team leadership, and partnering across organizations to drive efficiency and customer satisfaction.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free