Senior Manager - ITSM Processes - Johnson and Johnson

Johnson & Johnson is recruiting for a Senior Manager, ITSM Process. This role will be based in Raritan, NJ, or North America. We are seeking a dynamic and experienced leader to drive the governance and process excellence of key IT service management practices, including Incident, Problem, Change, and Service Request Management.

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/.

Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

This leadership position will be part of the Service Management Office (SMO) which is responsible for ensuring IT Service Management (ITSM) best practices and platforms are effectively leveraged to support and underpin the operational management of business applications, infrastructure and associated services across the enterprise. This includes the ownership of the ServiceNow platform and associated products, as well as the Digital Command Center and Observability strategy.

We are excited to offer an outstanding opportunity to join our team as the ITSM Processes & Governance Senior Manager.

The Senior Manager will lead in defining, maintaining, and driving strategic roadmaps for these key ITSM practices. This role will also act as Product Manager for the enterprise Technology Service Portal driving an optimal experience for our end users globally.

They will lead a team of 4-5 employees and partner with the rest of the SMO (including ITSM Data, Platform Engineering, Observability and Reporting teams) as well as Service Owners across the organization.

Major Duties & Responsibilities

• Leadership & Strategy - providing strategic direction and fostering a culture of continuous improvement within incident, problem, change, and service request management practices
• Governance - Establish and enforce governance frameworks, policies, and standards to ensure effective management and compliance of ITSM practices across the organization. Standardize on critical metrics and dashboards for the operational health of all critical services. You will drive our monthly and quarterly operational review with our CTO and senior leadership teams to drive continuous improvements and operational excellence.
• Product Management - Act as the Product Manager for the End User Technology Service Portal, leading its development, enhancement, and ongoing optimization to improve user experience and streamline service delivery. Take a product management approach of managing ITSM practices by having a customer-centric focus fostering a culture of continuous improvement, responsiveness to customer needs, and alignment with strategic objective
• Collaboration - Collaborate with cross-functional teams (e.g. End User Services) to optimize operations, increase automation, and improve service delivery in alignment with industry best practices (e.g. ITIL4). You will partner with IT Service/Product Owners globally to ensure standards are upkept and appropriate features from our ITSM platform are effectively leveraged
• Innovation & Automation - Drive a culture of innovation through data insights, driving automation and leveraging ServiceNow platform features as much as possible.
• People Leadership - Mentor and coach, your staff (employees) through formal and informal mechanisms for employee development and personal growth
• Financial Management - Handle operational budget and staffing responsibilities

Education:

• A Bachelor's degree or equivalent work experience

Required:

• A minimum of 10 years of hands-on experience with ITIL/ITSM processes areas (specifically Incident, Problem, Change & Service Request Management) with a track record of driving strategy and governance in a complex IT environment
• ITIL v3 or ITIL4 Foundation certification / equivalent experience and awareness
• Experience with user-centric design
• Minimum of 5 years of experience using ServiceNow ITSM and/or ITOM
• Experience with regulated systems (GxP / SoX) and associated audits
• Ability to influence decision-making and work effort outside of formal reporting relationships
• Outstanding interpersonal skills, both verbal and written, to engage, build credibility, and maintain positive relationships with peers and business partners
• Confirmed proficiency as a liaison between technical and non-technical resources for tactical and strategic perspectives
• Experienced People Leader
• Strong critical thinking and creative problem-solving skills with proficiency
• Ability to lead multiple, high, & challenging priorities in a fast-paced, constantly evolving environment

Preferred:

• ITIL4 (Managing Professional / Strategic Leader) or ITIL v3 Expert Certification
• ServiceNow ITOM expertise
• ServiceNow Certifications- ITOM, Discovery, CSDM, Performance Analytics, Predictive Intelligence
• Understanding and experience of ServiceNow CSDM model
• Product Management Experience
• Design Thinking, UX Design, Experience Analytics

Other:

• Travel domestic/international opportunities 10%
• #JNJTech

The anticipated base pay range for this position is $118,000 to $203,550.

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)).
• 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. https://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.