Sr Manager – Reliability services Application & Platform Maintenance

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:

Technology Product & Platform Management

Job Sub Function:

Reliability Engineering

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson Technology Services (JJTS) is recruiting for a Sr Manager – Reliability services Application & Platform Maintenance - SAP Business Service supporting ERP Domain for North America. This position will be based in Raritan, NJ.

Caring for the world, one person at a time has encouraged and united the people of Johnson & Johnson for over 130 years. We embrace research and science -- bringing innovative ideas, products, and services to advance the health and well-being of people.

With $76.5 billion in 2017 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 markets. There are more than 250 Johnson & Johnson operating companies employing over 125,000 people and with products touching the lives of over a billion people every day, throughout the world. If you have the passion and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.

Technology has a tradition at our company in the way we use it to accelerate and drive the products and services we provide. Our goal is to continuously innovate the landscape of products we deliver while making a lasting difference in people’s lives. If you want to take on the challenge of building something amazing for a global healthcare technology company, then this is the place for you.

This challenging opportunity will reside in our ERP Technology Services team overseeing SAP Suppply Chain business service. This role will directly report to the Director, ERP Services. In this role, the Service Manager incumbent will support the platform and application maintenance of all SAP Business services. This role will be responsible for Service Level Management, Application & Technology Portfolio Management, Financial Management, Incident/Problem Management, Knowledge Management, Compliance Activities, and Continuous Service Improvement. Responsible for the End to End experience of our customers and how our systems perform using industry-leading tools and approaches. Responsible to improve IT Product quality by focusing on preventative measures through automation to eliminate product reliability issues and collaborating with our Technology Product Owners (TPO) to deliver high quality and high availability.

Key Responsibilities:

Service Level Management

Ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. Responsible for full SLM Lifecycle (Create SLAs/OLAs/Contracts, Define Service Level Requirements, Monitor & Report on Service Levels, Perform Service Level Reviews) including CSI initiatives that improve service. Reviews generated forecast, pricing, and billing with partners/customers. Educate partners and users on how to engage with AM (portfolio changes, request catalog, etc.). Ensure Data and Compliance Assessments are completed as required. Manage NC/CAPA as needed.

Application & Technology Portfolio Management

Analyze portfolio scope, identify opportunities, facilitate portfolio changes (add/change/deactivate). Manage the portfolio of business applications under AM support and ensures CMDB data accuracy. In partnership with App Dev and Infrastructure, identify ALM/TLM initiatives for inclusion in the PLO business plan. Perform impact assessment and high-level cost estimate.

Financial Management

Own vendor work orders & review and approve invoices submitted by vendors

Incident Management

Overall responsibility for Incident Management for SAP Supply Chain Business Services. Collaborate with other technology service teams to ensure incidents are efficiently investigated end-to-end with minimal hand-o