Hybrid Director of GS Service Management

at Johnson & Johnson

• Job title: Director of GS Service Management
• Job type: Full Time
• Experience level: Lead
• Salary: $150,000 - $258,750 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New Brunswick, United States

About the role

• Director of GS Service Management at Johnson & Johnson overseeing service management framework. Leading service delivery standards and improving customer satisfaction across global services.

Responsibilities

• Design and implement a GS service management framework aligned to ITIL best practices and enterprise operating models
• Define the service management strategy, governance and roadmap to improve operational efficiency, service reliability, and customer satisfaction
• Establish clear ownership accountability and performance standards for all service domains
• Partner with functional and technology leaders to integrate service management into transformation and digital initiatives
• Lead a global team of service managers, ensuring regional alignment with central policies and service delivery standards
• Act as the primary liaison between service operations and key business units, ensuring service expectations are met and exceeded
• Champion continual service improvement initiatives by analyzing performance data, customer feedback, and incident trends
• Lead the creation, standardization and ongoing management of the GS service catalog, defining clear service offerings, SLAs, and performance metrics
• Ensure service management practices adhere to compliance, security, and audit requirements globally
• Drive a culture of service excellence, accountability, and process discipline across the global services team

Requirements

• A minimum of a bachelor’s degree is required
• A minimum of 10 years’ experience is required
• Ability to partner with, influence and effectively communicate with all levels of the organization, including senior management is required
• Ability to work in ambiguous situations, proactively identifying and mitigating process risks within a cross-functional, global organization and effectively lead and govern decision-making bodies is required
• Strong conflict management, communication and framing skills along with proven interpersonal, negotiating and influencing skills are required
• The role may require up to 10% domestic and/or international travel.

Benefits

• medical
• dental
• vision
• life insurance
• short- and long-term disability
• business accident insurance
• group legal insurance
• pension
• 401(k) savings plan
• 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