Job Function:
Technology Product & Platform Management
Job Sub Function:
Reliability Engineering
Job Category:
Scientific/Technology
All Job Posting Locations:
Raritan, New Jersey, United States of America
Job Description:
Johnson & Johnson Technology Services (JJTS) is recruiting for an IT Manager, MedTech-SAP Service Maintenance, to support the ERP Domain MedTech Product Line in North America. This role is based in Raritan, NJ.
This role sits within the ERP TS team and oversees SAP-MedTech business services. Reporting to the Sr Manager, MedTech ERP Services, the Service Manager will support application maintenance for SAP ECC and S/4HANA Business Services. Responsibilities include service level management, application and technology portfolio management, financial management, incident and problem management, knowledge management, compliance, and continuous service improvement. The role is accountable for exceptional end-to-end customer experience, optimal system performance, improved product quality, high availability, and stronger reliability through automation and preventive measures.
The role will also advance digital capabilities by:
- Driving observability initiatives that improve visibility into system health, performance, and user experience.
- Expanding automation to improve efficiency, reduce manual effort and enable proactive issue resolution.
- Supporting AI-driven capabilities such as predictive analytics, intelligent incident management, and self-healing services.
- End to end supply chain business process knowledge would be preferred.
This role will help build a resilient, intelligent, and highly automated ERP service ecosystem aligned with enterprise digital transformation goals.
Key Responsibilities
- Service Level Management: Own the SLM lifecycle, including SLAs/OLAs, performance monitoring, reporting, service reviews, stakeholder engagement, compliance, data governance, and continuous improvement.
- Application & Technology Portfolio Management: Optimize the SAP portfolio, maintain CMDB accuracy, and partner with application development and infrastructure teams on lifecycle, impact, and cost assessments.
- Incident and Problem Management: Lead rapid incident resolution, major incident communications, root cause analysis, prioritization, and sustainable fixes to prevent recurrence.
- Knowledge Management: Champion knowledge management and KCS practices, ensuring knowledge assets are created, maintained, and shared effectively.
- Continuous Service Improvement: Use KPIs and customer feedback to improve service delivery, automation, self-service, and operational processes.
- Collaborate with ongoing transformational programs within J&J supply chain.
Every day, this role will provide you with the opportunity to:
- Collaborate with business partners, TPOs, developers, and vendors to deliver reliable SAP services.
- Improve the application lifecycle across design, deployment, operations, monitoring, and automation.
- Support high availability through proactive performance management, readiness reviews, and capacity planning.
- Build strong global partnerships with diverse, high-performing teams.
- Strong communication skills including in-person or official communication channels.
Qualifications
Education:
Bachelor’s degree required preferably in information systems, computer science, or equivalent field of study.
Experience and Skills:
We're seeking a strong, business-focused leader who can drive impact in a fast-changing technology environment.
- 10+ years of experience supporting and administering SAP applications and technologies, including SAP ECC, GTS, MDG, CRM, BW, APO, GRC, SAP Business Objects, NetWeaver Portal, Process Orchestration, Gateway/Fiori, LVM, Web Dispatcher, and HANA.
- Hands-on S/4HANA experience preferred.
- Need in-depth knowledge in OTC, Finance with experience in one or more supply chain functional areas: Plan, Deliver, Source, Make, Quality, or Finance; SAP certification preferred.
- Strong knowledge of ITIL processes, including incident, change, problems and release management.
- Experience managing vendor work orders, invoices, performance metrics, procedural guidance, and continuous process improvement.
- Experience with SAP, Informatica, Tableau, or WebMethods.
- Strong problem-solving, accountability, ownership, and partner relationship management skills.
- Excellent verbal and written communication skills, with the ability to represent business and IT impacts during major service disruptions.
- High judgment, negotiation, influencing, analytical, and leadership skills.
- Ability to manage global, cross-cultural relationships and prioritize business outcomes in a fast-paced environment.
- Ability to work independently, manage multiple priorities, and provide and apply feedback constructively.
Other:
- Travel: Up to 10%, domestic and international.
Required Skills:
Preferred Skills:
Consistency, Critical Thinking, Developing Others, Green Manufacturing, Human-Computer Interaction (HCI), Leadership, Organizing, Process Control, Product Development Lifecycle, Product Reliability, Quality Processes, Risk Management, Root Cause Analysis (RCA), Safety-Oriented, Software Development Management, Software Reliability Engineering, Technical Writing
The anticipated base pay range for this position is :
The anticipated base pay range for this position is: $102,000- $177,100
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits
