Job Function:
Technology Product & Platform Management
Job Sub Function:
Reliability Engineering
Job Category:
Scientific/Technology
All Job Posting Locations:
Jacksonville, Florida, United States of America, Raritan, New Jersey, United States of America
Job Description:
We are searching for the best talent for a SAP IT Application Liability and Service Manager professional to be located in Jacksonville, FL
Johnson & Johnson Technology Services (JJTS) is recruiting for an IT Manager, CMD SAP Service Maintenance, to support the ERP Domain MedTech Vision and IM Product Line in North America.
As part of the ERP Technology Services team, this role leads SAP MedTech Vision and Innovative Medicine business services and supports application maintenance for SAP ECC and S/4HANA environments. Reporting to the Sr. Manager, ERP Services, the IT Manager will oversee service delivery, portfolio management, incident and problem management, compliance, knowledge management, and continuous improvement. This role is critical to delivering a strong end-to-end customer experience, high system availability, and reliable business operations through automation and preventive measures.
Preferred Focus Areas
- Driving observability initiatives to 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 is highly valued
This role will help build a resilient, intelligent, and highly automated SAP ERP service ecosystem aligned with enterprise digital transformation goals.
Key Responsibilities
- Service Level Management: Own the service level management 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.
- Transformation Collaboration: Collaborate with ongoing transformational programs across the J&J supply chain.
What You’ll Bring
- Collaborate with business partners, Technical Product Owners, 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
- Build strong communication and collaboration across business, technical, and vendor teams
Qualifications
Education:
Bachelor’s degree in information systems, computer science, or equivalent work experience.
Required Qualifications and Skills
We are seeking a business-focused technology leader who can drive results in a dynamic, fast-paced technology environment.
- 10+ years of experience supporting and administering SAP applications and technologies, including SAP ECC, GTS, CRM, BW, APO, GRC, SAP BusinessObjects, NetWeaver Portal, Process Orchestration, Gateway/Fiori, LVM, Web Dispatcher, and HANA
- Experience using approved AI-enabled tools to improve productivity
- In-depth SAP knowledge across OTC (SAP SD), Finance, and Make, with experience in one or more supply chain functional areas such as Plan, Deliver, Source, Make, Quality, or Finance
- Strong understanding of ITIL processes, including incident, change, problem, and release management
- Experience managing vendor work orders, invoices, performance metrics, procedural guidance, and continuous process improvement
- Experience with technologies such as SAP, Informatica, Tableau, or webMethods
- Strong problem-solving, accountability, ownership, and partner relationship management skills
- Excellent verbal and written communication skills, including the ability to clearly articulate business and IT impacts during major service disruptions
- Strong 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
- Strong communication skills, with the ability to engage effectively in person and through established communication channels
Preferred Qualifications
- Hands-on S/4HANA experience
- SAP certification
Travel: Up to 10%, domestic and international.
Required Skills:
SAP ERP Central Component (SAP ECC), SAP S/4HANA
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 :
$102,000 - $175,950
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
