J&J Family of Companies
Senior Manager - ITSM Processes
J&J Family of Companies, Concord, New Hampshire, United States, 03306
J&J Family of Companies Senior Manager - ITSM Processes
DescriptionJohnson & 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.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.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 & ResponsibilitiesLeadership & 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.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.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).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 through formal and informal mechanisms for employee development and personal growth.Financial Management:
Handle operational budget and staffing responsibilities.QualificationsEducation: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).ITIL v3 or ITIL4 Foundation certification / equivalent experience.Minimum of 5 years of experience using ServiceNow ITSM and/or ITOM.Outstanding interpersonal skills, both verbal and written.Preferred:ITIL4 (Managing Professional / Strategic Leader) or ITIL v3 Expert Certification.ServiceNow ITOM expertise.Other:Travel domestic/international opportunities 10%.
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DescriptionJohnson & 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.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.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 & ResponsibilitiesLeadership & 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.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.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).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 through formal and informal mechanisms for employee development and personal growth.Financial Management:
Handle operational budget and staffing responsibilities.QualificationsEducation: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).ITIL v3 or ITIL4 Foundation certification / equivalent experience.Minimum of 5 years of experience using ServiceNow ITSM and/or ITOM.Outstanding interpersonal skills, both verbal and written.Preferred:ITIL4 (Managing Professional / Strategic Leader) or ITIL v3 Expert Certification.ServiceNow ITOM expertise.Other:Travel domestic/international opportunities 10%.
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