Johnson & Johnson is currently recruiting a Global Service Management, Manager (New Consumer Health Company). This position may be located in the Philippines, US, Prague, Bogota, and Cali Columbia. 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. With $82.1 billion in 2020 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 markets. 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. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on diverse company culture, celebrating the uniqueness of our employees, and committed to inclusion. Proud to be an equal opportunity employer. Johnson & Johnson is the world's most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical, and medical devices & diagnostics markets and have the skills and resources to tackle the world's most pressing health issues. NCHC is recruiting for a GS Service Mgmt., Manager with their Global Services organization. Global Services is the global shared services organization supporting multifunctional services delivery. They perform select functional work in a consistent manner across regions using simplified, standardized end-to-end processes and state-of-the-art technology. They are trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services. The GS Service Mgmt., Manager is responsible for managing the Service Catalog Governance, Service Design Lifecycle, Service Level Targets and agreements, and coordinate process owner activity related to service performance reporting and service target definitions. The Manager will provide oversight of “As-Is” service definitions which includes efficiency metrics, fulfillment process, and role definitions. The Manager will assist with establishing forums, governance processes, and policies that help cultivate collaboration across service areas. **Responsibilities**: - Directly coordinates metrics and reporting activities for the following Service Management specific processes: Case Management, Knowledge Management, Service Catalog Management, Service Request Fulfillment Management, and Service Level Management - Monitors outcomes regularly with Functional Process Owner Management teams on the alignment, compliance, and performance of client-facing process activities. - Develops requirements for enabling technology to support critical processes 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 - Provide updates regarding various aspects of operational assessments, strategy definition, and key service metric observations to the Global Services Process Owner, Delivery Leaders, and the enabling technology platform owners - Once Services are defined and service targets are established, the Service Management Lead will work with the Reporting and Analytics, Process Leads and Service delivery leads to refine, renegotiate service targets, and govern the lifecycle of the services **Qualifications** Position Requirements**: - Bachelor’s degree in computer science, engineering, business, or other, related field - 5 years of experience working in Global Services or Shared services environment in global functions (Finance, Procurement, HR), IT, supply chain, or in a service management capacity - Experience leading process design and service improvement initiatives - Skilled in presenting process specifications and evaluating the same, working with representation from all functional process areas across the globe - 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 **Preferred Competencies**: - ITIL V4 Foundation Certification - Experience with international Shared Services roles, BPO Management, Contact Center Management **Primary Location** Philippines-National Capital-Manila - **Other Locations** North America-United States, Latin America-Colombia-Valle del Cauca-Cali, Europe/Middle East/Africa-Czech Republic-Prague, L