Senior Manager, ITSM Process

Company: Disability Solutions
Location: Raritan
Posted on: October 18, 2024

Job Description:

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.\rAt 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/.\rThriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.\rThis 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.\rWe are excited to offer an outstanding opportunity to join our team as the ITSM Processes & Governance Senior Manager.\rThe 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.\rThey 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.\rMajor Duties & Responsibilities

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• 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\r\r

Keywords: Disability Solutions, Jersey City , Senior Manager, ITSM Process, Executive , Raritan, New Jersey