Johnson & Johnson companies are equal opportunity employers.
Director, Global Service Desk End User and Applications-8072130925
Description
Johnson & Johnson is currently recruiting for a Director, Global Service Desk End User and Applications. The position will be located in Raritan, NJ and may require up to 20% travel.
Johnson & Johnson, through its operating companies, 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. We strive to provide scientifically sound, high quality products and services to help heal, cure disease and improve the quality of life.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The Director of Global Service Desk for End User and Applications is a member of the IT Infrastructure Services Organization, a global organization responsible for delivering Information Services around the world and a member of Johnson & Johnson's family of companies.
The Director of Global Service Desk for End User and Applications is responsible for the end-to-end functioning of all Level 1 operational support for End User services and applications supported at the Global Service Desk. The Global Service Desk Director will be responsible for the global oversight and operational performance of all aspects of each of the Service Desks supporting End Users and Applications across Johnson & Johnson. The Director of Global Service Desk for End User and Applications will possess an in-depth and broad understanding of Service Desk strategies, processes and operational performance management at a Global Multi-national level, coupled with skills to drive operational efficiencies to maximize the End User experience in Incident and Request management at a Global Service Desk.
Responsibilities of this position include, but are not limited to: Clear accountability for Johnson and Johnson’s IT Global Service Desks supporting End Users, Infrastructure and Applications in line with IT Services supported by the IT Infrastructure Services organization; Lead performance and operational management of Suppliers used to deliver Global Service Desk operations, including Service Improvements Plans, daily/weekly/monthly performance monitoring and end to end process efficiency; Lead and own Knowledge Management capabilities used by the Global Service Desks and assure the most efficient use of Knowledge Management to support Level 1 activities performed by the Global Services Desk. This includes the measurement of effectiveness of Knowledge Articles; Work with Level 2 support organizations to drive opportunities around First Call/Contact Resolution and work activities that can be supported by Level 1 Service Desk teams; Partner with Regional IT Operations teams to ensure regional alignment and End Users in region being supported effectively by the Global Service Desks; Ensure supplier Service Level Agreements are being met and adhering to all governance and Service Operation processes as well as to ensure the appropriate value creation is accomplished and the strategic objectives of J&J are met; Manage finance and budget, drive compliance adherence activities associated with all Global Services Desks sites and suppliers.
Qualifications
A minimum of a B.A./B.S. in Computer Science, Information Technology or related technical field of study is required. An advanced degree is preferred. Professional certifications are preferred. ITIL Service Management training and/or certification is required. Security training and/or certifications or equivalent experience is required. A minimum of 10 years of leadership experience in Information Technology within a large scale, global organization is required. A minimum of 5 years of experience successfully managing and leading people in a large global IT organization is required. A minimum of 5 years of experience managing Global Service Desks / IT Help Desks supporting multiple languages is required. A minimum of 5 years of experience managing Global Applications Service Desks across a global foot print is preferred. Significant experience managing multi-national suppliers supporting Service Desks is preferred. Advanced knowledge of IT operational performance management is required. Experience developing a scalable organization focused at providing better service and value to the business is required. Experience in IT Services Desk and Application Support Desk consolidation is preferred. Demonstrated ability to build strong business and vendor/supplier relationships that ensure the successful delivery of IT services that drives benefits to the segments and business units is required. A strong leader and team player able to interact and lead at various levels within the organization is required. Ability to lead and manage self-directed work teams is required. Strong people development and collaboration skills are required. A result driven multi-tasker with the ability to execute efficiently on a variety of programs concurrently is required. Excellent oral and written communication skills including the ability to communicate and present across all management and organizational levels are required. Exceptional leadership, networking, and influencing skills to create alignment of senior cross-functional stakeholders are required. Strong business acumen and decision making/problem solving skills are required. Must possess strong logical and technical problem-solving skills, resulting in good judgment and excellent decision-making ability. Experience in engineering effort/resource estimation skills with the ability of optimizing resources in given resource constraints or when these constraints change is required. Exposure to multi-vendor & multi-cultural global IT operations delivery, ability to manage multi-cultured teams with an awareness of differences is required. Good teamwork and communication/information sharing is required. Good influencing skills are required. Good interpersonal and employee relations skills in managing commodity technical resources are required.
BE VITAL in your Career; be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
J2W:LI
J2W:DICE
Primary Location:North America-United States-New Jersey-Raritan
Organization: Johnson & Johnson Services Inc. (6090)
Job: Operations (IT)
Certain sites within the Johnson & Johnson family of companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.
Director, Global Service Desk End User and Applications-8072130925
Description
Johnson & Johnson is currently recruiting for a Director, Global Service Desk End User and Applications. The position will be located in Raritan, NJ and may require up to 20% travel.
Johnson & Johnson, through its operating companies, 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. We strive to provide scientifically sound, high quality products and services to help heal, cure disease and improve the quality of life.
Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.
The Director of Global Service Desk for End User and Applications is a member of the IT Infrastructure Services Organization, a global organization responsible for delivering Information Services around the world and a member of Johnson & Johnson's family of companies.
The Director of Global Service Desk for End User and Applications is responsible for the end-to-end functioning of all Level 1 operational support for End User services and applications supported at the Global Service Desk. The Global Service Desk Director will be responsible for the global oversight and operational performance of all aspects of each of the Service Desks supporting End Users and Applications across Johnson & Johnson. The Director of Global Service Desk for End User and Applications will possess an in-depth and broad understanding of Service Desk strategies, processes and operational performance management at a Global Multi-national level, coupled with skills to drive operational efficiencies to maximize the End User experience in Incident and Request management at a Global Service Desk.
Responsibilities of this position include, but are not limited to: Clear accountability for Johnson and Johnson’s IT Global Service Desks supporting End Users, Infrastructure and Applications in line with IT Services supported by the IT Infrastructure Services organization; Lead performance and operational management of Suppliers used to deliver Global Service Desk operations, including Service Improvements Plans, daily/weekly/monthly performance monitoring and end to end process efficiency; Lead and own Knowledge Management capabilities used by the Global Service Desks and assure the most efficient use of Knowledge Management to support Level 1 activities performed by the Global Services Desk. This includes the measurement of effectiveness of Knowledge Articles; Work with Level 2 support organizations to drive opportunities around First Call/Contact Resolution and work activities that can be supported by Level 1 Service Desk teams; Partner with Regional IT Operations teams to ensure regional alignment and End Users in region being supported effectively by the Global Service Desks; Ensure supplier Service Level Agreements are being met and adhering to all governance and Service Operation processes as well as to ensure the appropriate value creation is accomplished and the strategic objectives of J&J are met; Manage finance and budget, drive compliance adherence activities associated with all Global Services Desks sites and suppliers.
Qualifications
A minimum of a B.A./B.S. in Computer Science, Information Technology or related technical field of study is required. An advanced degree is preferred. Professional certifications are preferred. ITIL Service Management training and/or certification is required. Security training and/or certifications or equivalent experience is required. A minimum of 10 years of leadership experience in Information Technology within a large scale, global organization is required. A minimum of 5 years of experience successfully managing and leading people in a large global IT organization is required. A minimum of 5 years of experience managing Global Service Desks / IT Help Desks supporting multiple languages is required. A minimum of 5 years of experience managing Global Applications Service Desks across a global foot print is preferred. Significant experience managing multi-national suppliers supporting Service Desks is preferred. Advanced knowledge of IT operational performance management is required. Experience developing a scalable organization focused at providing better service and value to the business is required. Experience in IT Services Desk and Application Support Desk consolidation is preferred. Demonstrated ability to build strong business and vendor/supplier relationships that ensure the successful delivery of IT services that drives benefits to the segments and business units is required. A strong leader and team player able to interact and lead at various levels within the organization is required. Ability to lead and manage self-directed work teams is required. Strong people development and collaboration skills are required. A result driven multi-tasker with the ability to execute efficiently on a variety of programs concurrently is required. Excellent oral and written communication skills including the ability to communicate and present across all management and organizational levels are required. Exceptional leadership, networking, and influencing skills to create alignment of senior cross-functional stakeholders are required. Strong business acumen and decision making/problem solving skills are required. Must possess strong logical and technical problem-solving skills, resulting in good judgment and excellent decision-making ability. Experience in engineering effort/resource estimation skills with the ability of optimizing resources in given resource constraints or when these constraints change is required. Exposure to multi-vendor & multi-cultural global IT operations delivery, ability to manage multi-cultured teams with an awareness of differences is required. Good teamwork and communication/information sharing is required. Good influencing skills are required. Good interpersonal and employee relations skills in managing commodity technical resources are required.
BE VITAL in your Career; be seen for the talent you bring to your work. Explore opportunities within the Johnson & Johnson Family of Companies.
J2W:LI
J2W:DICE
Primary Location:North America-United States-New Jersey-Raritan
Organization: Johnson & Johnson Services Inc. (6090)
Job: Operations (IT)
Certain sites within the Johnson & Johnson family of companies participate in E-Verify as appropriate in accordance with Company guidelines and federal or state law. To learn more about the government sponsored program and to see a list of the sites that are currently enrolled, please click here.