TS Manager, Service Owner - Healthcare Technology in Raritan, New Jersey | DiversityInc Careers
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TS Manager, Service Owner - Healthcare Technology

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

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 and diagnostics markets. There are more than 265 Johnson & Johnson operating companies employing approximately 126,500 people and with products touching the lives of over a billion people every day, throughout the world. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.


Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion.  Proud to be an equal opportunity employer

The Service Owner will manage a team of high performing individuals and will have an overall goal of supporting the business needs of the J&J businesses and accelerating business insights across the Technology enterprise organization. This role will be responsible for defining global Technology Services models as well as the end-to-end delivery of those services in the region. This role will report directly to the Regional Service Owner, Healthcare Technology Services. This role will also be responsible for overseeing Digital Product Delivery engagements from a Scrum of Scrums capacity.


This role is also responsible for furthering/ maturing the service roadmap in partnership with Health and Wellness and other Product Management organizations and Healthcare Technology/ Digital PLO’s and BTL’s, assessing global demand and the service pipeline, establishing resourcing requirements and optimal staffing, expanding the service via the service catalog and other communication channels, establishing partnerships with BU IT partners, and continuous process improvement within the service.

  Approximate Percentage of Time - Major Duties/Responsibilities
  • 20% - Accountable for the overall delivery of services in the region, ensuring that service performance meets or exceeds established goals / SLAs, including on-time and on-budget delivery of orders. Responsible for addressing issues and challenges pertaining to the service in the region, and expediting / resolving issues that may require partnership across the organization.
  • 20% - Build and manage a regional team that designs, operates, and continually improves the IoT in the region. Understand service demand in the region and manage prioritization and allocation of resources. This includes the management and selection of vendor resources that are employed to deliver the service in the region.
  • 15% - Take overall accountability for proposing service-based solutions to customers. This includes providing estimates and quotes in coordination with the professional service support center and other service-based teams. May be responsible for providing / improving tools to assist the professional service support center during estimate and quoting activities.
  • 10% - Collaborate across Technology Services to identify and communicate integration issues between services. Connect enabling teams such as the development centers, professional services support center, and other service-based teams, to ensure a positive overall service delivery experience for customers.
  • 5% - Shape the strategy for the service both regionally and globally. In collaboration with the Global Service Owner, define regional policies, processes, and procedures while adhering to global standards including Agile, SLDC, and Portfolio Management.
  • 5% - Connect with internal and external partners, vendors and research organizations to understand emerging trends and transform those insights into service improvements. Instigate and lead innovation and proof-of-concept initiatives to continually improve service performance or address emerging / unmet customer needs.
  • 5% - Collaborate with the business, internal AS partners, and AS leadership to shape vendor selection and management strategies for both technology and professional services, particularly niche or region-specific vendor strategies.
  • 5% - Collaborate with internal partners and customers to estimate and quantify the impact and business value of key initiatives


Position Requirements


A Bachelor’s degree is required.  Computer Science, Information Systems, Business Management or a related field is preferred.


Required Years of Related Experience: 

  • A minimum of 6 years of related work experience is required
  • A minimum of 5 years in highly matrixed large enterprise organizations is preferred.
  • Exposure to Agile/Scrum methodology is required.
  • A minimum of two years of people management experience is required.

Preferred Knowledge, Skills and Abilities:

  • Scrum Master certification, PMP certification, ITIL Foundations and Service Strategy certification, delivery management within a shared services organization.

Primary Location
United States-New Jersey-Raritan
Other Locations
United States-New Jersey-Raritan
Johnson & Johnson Services Inc. (6090)
Job Function
Info Technology
Requisition ID