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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:

Technology Operations Support

Job Category:

People Leader

All Job Posting Locations:

New Brunswick, New Jersey, United States of America

Job Description:

Johnson & Johnson is recruiting an IT Service Delivery Manager located in New Brunswick, NJ.

As an IT Service Delivery Manager within End User Services, you will focus on delivering an exceptional technological experience while strategically overseeing the efficient delivery of IT digital services across the organization. This pivotal role serves as a bridge between the IT department and business units, ensuring digital technology solutions align with organizational objectives and meet the evolving needs of end-users.

You will be the driving force behind the seamless integration of IT services, managing everything from planning and implementation to ongoing support and optimization. As technology evolves at a rapid pace, your role will be essential in navigating the complexities of modern IT environments. Close collaboration with cross-functional teams, vendors, and stakeholders is essential to ensure that IT services are delivered efficiently, securely, and in alignment with industry best practices and regulatory compliance standards.

Key Responsibilities:

• Overseeing the delivery of IT services to internal and external customers, ensuring alignment with business objectives and service level agreements (SLAs).

• Bridging the gap between technical teams and stakeholders, fostering collaboration, and driving continuous improvement in service quality and customer satisfaction.

• Special projects related to process improvement for end user services utilizing data and working with our supplier.

• Implementing IT service strategies to optimize service quality, efficiency, and user experience.

• Monitoring and analyzing service performance metrics, identifying areas for improvement, and implementing corrective actions.

• Collaborating with cross-functional teams, including IT operations, development, and support, to ensure seamless service delivery.

• Managing service requests, incidents, and escalations to exceed customer expectations.

• Conducting regular service reviews and risk assessments to identify potential issues and mitigate risks.

• Overseeing the implementation and maintenance of IT service management tools and processes (e.g., ITSM, ITIL).

• Coordinating and managing vendor relationships, contracts, and SLAs.

• Communicating effectively with stakeholders, providing regular updates on service performance, and addressing concerns.

• Staying up to date with industry trends, emerging digital technologies, and best practices.

• Driving innovation and best practices at the site level.

Work Environment

IT Service Delivery Managers operate in fast-paced, dynamic environments where adaptability and problem-solving skills are essential. You will collaborate closely with IT professionals, project managers, and business stakeholders, encouraging a culture of open communication and continuous improvement. Depending on the organization, work settings may range from traditional offices to remote or hybrid arrangements.

Qualifications

Required:

• A degree in Business, Technology, Computer Science or equivalent work experience

• 8 – 10 years of end user experience within technology or healthcare

• In-depth knowledge of Cloud, LAN, WAN, Wi-Fi, and cellular technologies; proficient in Windows 10/11, Microsoft Office Suite, and productivity applications; strong understanding of the latest Windows, Mac OS, iOS mobile technologies, AV systems, and collaboration platforms (e.g., Teams, Zoom).

• Familiarity of cybersecurity related risks and threats.

• Project management skills are required to manage changes, coordinate assets, and identify and remediate risks.

• Commitment to continual learning of integrated technologies through peer-to-peer and self-study.

• Ability to solve problems independently while anticipating customer needs and proactively developing solutions.

• Critical thinking and autonomy in maintaining professionalism, confidentiality, and discretion in demanding environments.

• Strong customer service skills with effective written and verbal communication abilities in multi-functional settings

Preferred:

• Life Sciences industry experience

• Familiarity with ServiceNow and other standard IT tools (e.g., Zscaler or similar VPN technology, Nexthink, Power BI).

• Experience supporting a VIP customer base, including writing communications and delivering solutions.

• Basic understanding of ITIL Framework including standard concepts, practices, and procedures.

• Expertise in process improvement and data analysis.

Other:

• Availability for after-hours or weekend support as needed for critical issues.

• This position reports directly to Sr. Manager, Site Delivery

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center ([email protected]) or contact AskGS to be directed to your accommodation resource

The anticipated base pay range for this position is :

$100,000 - $172,500

Additional Description for Pay Transparency:

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. http://www.careers.jnj.com/employee-benefits