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 a 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. **Position Description**: 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. This role will report to the VP, Global Services, Finance Technology & Transformation Leader in the Finance organization. The role will be primarily responsible to deliver operational aspects of cross-functional services, deliver operational capabilities and drive efficient and effective operations through the Contact Center and Case Management processes and systems. The role will: - Deliver strategy and vision for the GS Operations function, shaping the evolution of End to End Service Delivery and measurements of success. - Deliver operations strategy & design, identify business process & systems landscape to support at scale - Deliver operational aspects of cross-functional capabilities and deliverables. - Partner cross-functionally with HR, Procurement and Finance to enable reliable processes and deliver value-added services with the highest level of quality that meet or exceed customer needs - Drive a continuous improvement and change management capability within organization and across cross-functional partners to optimize effectiveness and efficiency - Attract, integrate and retain a highly competent, motivated and diverse team. In addition, the role will be accountable to shape, influence and implement future state operations model for Global Services including the appropriate organizational design, structure, process, technology, and people strategy for the cross-functional GS operating and service delivery model. **Qualifications** Position Requirements**: - A minimum of a Bachelor’s Degree in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain or related degree. - 8yrs of experience in service management, service delivery, or service operations leadership role shaping end-to-end delivery model in global business services or equivalent corporate function - Demonstrated ability to work across functional and geographic boundaries - Prior people management experience including a proven track record of developing high performing teams in a matrixed environment and leading change through ambiguity and complexity - Ability to work effectively in a fast-paced environment, handle multiple projects, and daily planned and unplanned activities, while managing complexity and ambiguity - Demonstrated ability in budget management and understanding of complex organizational factors. - Demonstrated ability to develop deep insights, uncover unmet needs, drive innovation, inspire, develop, collaborate and lead within a global matrixed team - The ability to shape, creating a future vision and gaining support and alignment to that vision is required, including communicating across various forums and broad, diverse audiences to build buy-in **Preferred Requirements/Competencies**: - MBA or master’s degree in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain or related advanced degree - Demonstrated ability to partner cross-functionally with HR, Procurement and Finance to enable reliable processes and deliver value-added services with the highest level of quality that meet or exceed customer needs - Demonstrated ability to deliver operational capabilities and drive efficient and effective operations through the Contact Center and Case Mana