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Job Description:

The Vice President of Service Operations, Strategy and Transformation is a senior technology executive responsible for strengthening how TS sets directions, operates, performs and delivers value across Johnson and Johnson. This role reports into the Chief Technology Office and serves as a member of the TS Leadership Team. This leader acts as the operational integrator for the global TS organization. The role is responsible for

• Enterprise service management, the Digital Command Center, enterprise observability ownership for TS and cross functional governance.
• Strategy & Operations: Responsible for the integration of TS strategy, TS business operations & metrics including Technology FinOps, portfolio and investment governance
• Optimization and Transformation – support TS Optimization and ongoing Transformation
• Accelerate the responsible adoption of AI across service operations, business management and transformation, ensuring measurable value, workforce readiness, AI fluency and strong controls across team.
  

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

Germany - Requisition Number: R-100137

Singapore- Requisition Number: R-100138

Brazil - Requisition Number: R-100131

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

Key Responsibilities

Technology Services Operations and Business Managementincluding Technology FinOps

• Lead the integrated Technology Services operating rhythm, including performance, risk, financial, workforce, capacity, supplier and organizational health reviews.

• Create a trusted enterprise view of operational health, financial position, workforce capacity, commitments, dependencies and matters requiring executive intervention.

• Jointly plan financial and resource priorities with Finance, Human Resources and domain leaders. Coordinate supplier strategy and enterprise vendor views with Procurement while service owners remain accountable for technical requirements and service performance.

• Establish common management practices, decision rights and measures while respecting accountability held by individual technology domains and service owners.
• Lead a central Technology FinOps practice covering cloud, Data and AI, software as a service, licensing and shared technology services.
• Establish the operating model for AI enabled service operations, including a prioritized use case portfolio, adoption targets, value measures, funding transparency and accountability for realized outcomes.
• Use generative AI, agentic capabilities, machine learning and intelligent automation to improve knowledge, forecasting, request fulfillment, incident prevention, problem resolution and operational decision support, with appropriate human oversight.
• Own common cost and usage data, allocation and showback methods, forecasting, anomaly management, unit economics, optimization governance, executive reporting, methods and practitioner development.
• Partner with platform and service leaders, who retain accountability for consumption decisions, architecture choices, engineering optimization and unit cost outcomes.
• Operate in partnership with Finance, which retains financial policy and accounting authority, and Procurement, which retains sourcing and commercial authority.

Framework on Product Team Success

• Create a customer centered service model that makes Technology Services easier to understand, consume and improve.
• Use customer feedback, service data and recurring pain points to shape priorities and coordinate resolution of systemic issues spanning multiple domains.
• Build trusted relationships with senior business and technology leaders and communicate operational choices, risks and progress clearly.

Enterprise Service Management

• Own the enterprise service management strategy, ITIL aligned standards, governance and continuous improvement agenda across Technology Services.

• Provide executive oversight for incident, problem, change, request, knowledge, service level, service catalog and service improvement practices.

• Lead the Digital Command Center and serve as the senior Technology Services escalation point during critical incidents, ensuring decisive command, coordinated communications, recovery and completion of preventive actions.

• Define service level objective, reliability, resilience and error budget methods in partnership with service owners, Enterprise Architecture, Information Security and Risk Management, Quality, Business Continuity and Regional Delivery.

• Hold service owners accountable for technical recovery, remediation, reliability improvement and sustainable service outcomes. Coordinate cross pillar problem removal when issues span multiple services.

Enterprise Observability Governance

• Own the enterprise observability strategy, standards, service topology, cross domain correlation, common service health views, tool rationalization and integration with service management processes.

• Partner with Infrastructure, Digital Workplace, Enterprise Platforms, Operational Technology and Data and AI teams, which retain accountability for domain instrumentation, telemetry engineering, alert quality and technical remediation.

• Use observability and operational data to improve detection, restoration, resilience, customer experience and executive understanding of service health.

• Ensure architecture, product management, process governance, demand management, data quality, controls, release management, adoption and progressive rationalization are aligned with enterprise priorities.

• Promote simplified, standardized and reusable workflows and improve self service, service catalog, knowledge and automation capabilities.
• Embed AI into service management and observability practices where it improves prediction, correlation, triage, knowledge quality, employee experience and service reliability.

• Partner with process and business owners, who retain accountability for their processes, outcomes and adoption.

Technology Services Strategy and Transformation

• Translate enterprise and Johnson and Johnson Technology strategy into clear Technology Services priorities, strategic choices and measurable outcomes.

• Lead annual and long range planning, CTO priorities, leadership governance, strategic initiatives, executive decision support, external benchmarking and strategic communications.

• Provide the CTO and Technology Services Leadership Team with concise, fact based recommendations on enterprise opportunities, risks, dependencies, capacity and tradeoffs.

• Maintain an integrated view of the Technology Services operating model and recommend changes that simplify work, clarify accountability and improve speed and value.
• Lead major Technology Services transformation priorities from design through adoption and measurable value realization.
• Drive operating model evolution, process redesign, productivity, automation, artificial intelligence enabled operations, workforce evolution and modern ways of working.
• Define and lead the Technology Services AI adoption agenda, translating enterprise AI strategy into role based adoption, redesigned workflows, measurable productivity and service outcomes, and responsible scaling across the organization.
• Model active use of approved AI tools in executive work, demonstrate sound judgment on where AI should and should not be used, and hold leaders accountable for adoption, capability building and value realization.
• Ensure transformation initiatives have accountable owners, sustainable capabilities, clear change leadership and measurable outcomes across value, experience, reliability, speed, cost and risk.
• Build transformation capability within Technology Services rather than relying on temporary or disconnected program structure

People and Organizational Leadership

• Build, lead and develop a high performing global organization with strong succession, leadership depth and an inclusive talent pipeline.
• Develop capabilities in strategy, business operations, service management, reliability, observability, FinOps, portfolio management, transformation, transaction execution, regional delivery, automation and artificial intelligence enabled operations.
• Set clear outcomes and decision rights, encourage constructive challenge, surface risks early and create an environment in which teams solve problems together.
• Lead effectively through influence across a complex global matrix and model Our Credo in decisions, relationships and delivery.

External Engagement & Thought Leadership:

• Maintain strong outward visibility to stay ahead of industry trends, leveraging external engagement to enhance J&Js data & AI strategy, attract top talent, and strengthen the companys brand as a technology leader.

Required Qualifications

• Bachelor degree in Information Technology, Computer Science, Engineering, Business or a related field.

• A minimum of 15 years of progressive technology leadership experience in a large scale global organization.

• Demonstrated experience leading enterprise technology operations, service management, strategy and portfolio governance, transformation or similarly broad cross functional accountabilities.

• Experience leading complex global programs and operating through a highly matrixed organization, including influencing senior leaders beyond direct reporting lines.

• Strong strategic mindset and ability to synergize information across and develop strategies for the enterprise
• Strong working knowledge across infrastructure, cloud, enterprise applications, software as a service, service management, reliability, observability, automation and modern technology operating models.
• Demonstrated AI fluency, including a practical understanding of generative AI, agentic AI, machine learning, intelligent automation, data foundations and the opportunities and limitations of these capabilities in enterprise operations.
• Proven experience using approved AI tools personally and leading adoption at scale, including workflow redesign, workforce enablement, adoption measurement and realization of measurable business, service, productivity or risk outcomes.
• Experience establishing responsible AI practices in a regulated enterprise, including governance for data, security, privacy, quality, model risk, human oversight and compliance in partnership with relevant control functions.

• Demonstrated financial acumen, including budget planning, investment prioritization, cost transparency, capacity decisions and partnership with Finance and Procurement.

• Experience managing strategic suppliers and holding internal and external delivery partners accountable for outcomes.

• Proven ability to lead organizational change, improve operating performance and translate strategy into measurable execution.

• Executive communication skills, sound judgment and the ability to communicate complex operational, financial and technology matters clearly.

• Demonstrated people leadership, talent development and succession planning across geographically distributed and culturally diverse teams.

Preferred Qualifications

• Advanced degree in business, technology, engineering or a related discipline.

• Experience in healthcare, pharmaceuticals, medical technology or another highly regulated global industry.

• Experience leading enterprise ITSM, ServiceNow governance, Digital Command Center, SRE or reliability practices, enterprise observability, FinOps or artificial intelligence enabled operations.
• Experience deploying AI enabled service management, AIOps, generative AI or agentic solutions at enterprise scale, with evidence of sustained adoption and measurable operational value.

• Experience modernizing global operating models, service portfolios, sourci