Director of Digital Product Delivery at Manulife, leading the digital member experience and executing the product roadmap. Overseeing a high - performing team and ensuring high - quality, scalable digital solutions.
About the role
- Director responsible for GS Service Management framework at Johnson & Johnson. Leading global teams to improve service delivery and operational efficiency.
Responsibilities
- Design and implement a GS service management framework aligned to ITIL best practices
- Define the service management strategy, governance and roadmap to improve operational efficiency
- Establish clear ownership accountability and performance standards for all service domains
- Partner with functional and technology leaders to integrate service management into transformation
- Lead a global team of service managers, ensuring regional alignment with central policies
- Champion continual service improvement initiatives by analyzing performance data, customer feedback
- Oversee portfolio management processes to evaluate, prioritize and optimize service offerings
- Drive the implementation and continuous improvement of core ITIL processes
Requirements
- A minimum of bachelor’s degree 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 insurance
- Life insurance
- Short- and long-term disability
- Business accident insurance
- Group legal insurance
- Retirement plan (pension)
- Savings plan (401(k))
- 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
- Work, Personal and Family Time - up to 40 hours per calendar year
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