25 feb
Johnson & Johnson
Bogotá
Johnson & Johnson Global Services is recruiting for Sr.
Manager, Service Catalog and SLA/OLA located in New Brunswick, NJ, Bogota, Columbia, Prague, Cezch, Manila, Philippines or Tampa, FL.
Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, consistently performs select functional work across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology.
The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.” More than 4,000 employees in Human Resources, Finance, and Procurement work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.
The Sr.
Manager, Service Catalog and SLA/OLA will coordinate process owner activity related to service catalog governance, service performance reporting, service level agreements, service target definitions and process intelligence service fulfillment process analysis.
The Manager will provide oversight of “As-Is” service definitions, including efficiency metrics, fulfillment process, and role definitions.
Additionally, the Sr.
Manager will assist with establishing forums, governance processes, and policies that help cultivate collaboration across Global Services service areas.
The Sr.
Manager will provide updates regarding various aspects of operational assessments, strategy definition, and key service metric observations to the Global Services Process Owner, Delivery Leaders, Intelligent Automation, and the enabling technology platform owners.
**Responsibilities**:
- Define and govern the Service Catalog and Service Level Management processes to throughout the lifecycle of new services.
- Directly coordinates process intelligence service analysis, metrics, and reporting activities for Services published in the GS Service Catalog and the following GS Service Management specific processes: Case Management, Service Request Fulfillment Management, and Service Level Management.
- Identify and Quantify improvement opportunities and monitor outcomes regularly with Functional Process Owner Management teams on the alignment, compliance and performance of client-facing process activities.
- Develop requirements for enabling technology to support critical process improvements and participates in vendor selection and management of technology providers when necessary.
- Coordinates efforts to improve services defined in the Service Catalog with appropriate qualitative and quantitative measures.
**Qualifications**
- Bachelor’s degree in computer science, engineering, business, or other, related field.
- At least 5 years of experience working in Shared Service Contact Center, or IT Service Desk, process design and service improvement initiatives.
- Experience with international Shared Services roles, BPO Management, Contact Center Management.
- Skilled in presenting process specifications and evaluating the same, working with representation from all functional process areas across the globe.
- Excellent oral, written communication, and presentation skills.
- Strong analytical and interpretive skills to recognize and comprehend complex issues, policies, regulatory requirements,
and industry information affecting operational service delivery.
- Demonstrates initiative and solution orientation, with a track record of putting ideas forward that lead to successful execution.
- 25% domestic and/or international travel.
- ITIL V4 Foundation Certification preferred
Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against based on disability.
**Other**:
- Location of position may report to New Brunswick, NJ, Bogota, Columbia, Prague, Cezch, Manila, Philippines or Tampa, FL
Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.
**Primary Location**
United States-New Jersey-New Brunswick-One Johnson & Johnson Plaza
**Other Locations**
Asia Pacific-Philippines-National Capital-Manila, Latin America-Colombia-Distrito Capital de Bogotá-Bogotá, North America-United States-Florida-Tampa, Europe/Middle East/Africa-Czech Republic-Prague-Prague
**Organization**
Johnson & Johnson Services Inc. (6090)
**Job Function**
Info Technology
**Requisition ID**
2206089553W
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.