Director of GS Service Management

Role Summary

The Director of GS Service Management is a strategic and operational leader responsible for designing, implementing and governing a unified Service Management Framework across Global Services. This role leads the development of the GS service catalog, aligns performance management approach and standards, and oversees deployment of the service management capabilities to ensure consistent, efficient, and high-quality service operations. Reporting to the VP, GS Data and Digital Capabilities and Service Excellence, this leader will partner across JJT, operations and business teams to establish a scalable, customer-centric service management model that improves service delivery, transparency and business value. This is a high-impact position requiring a blend of strategic vision, technical expertise and operational excellence. In addition, this leader will build, lead, manage, and coach a high performing data and analytics business intelligence team.

Responsibilities

• Design and implement a GS service management framework aligned to ITIL best practices and enterprise operating models
• Define the service management strategy, governance and roadmap to improve operational efficiency, service reliability, and customer satisfaction
• Establish clear ownership accountability and performance standards for all service domains
• Partner with functional and technology leaders to integrate service management into transformation and digital initiatives
• Lead a global team of service managers, ensuring regional alignment with central policies and service delivery standards
• Act as the primary liaison between service operations and key business units, ensuring service expectations are met and exceeded
• Champion continual service improvement initiatives by analyzing performance data, customer feedback, and incident trends

Service Catalog & Portfolio Management

• Lead the creation, standardization and ongoing management of the GS service catalog, defining clear service offerings, SLAs, and performance metrics
• Ensure services are designed for usability scalability, and measurably value to the organization
• Oversee portfolio management processes to evaluate, prioritize and optimize service offerings across global functions
• Ensure service management practices adhere to compliance, security, and audit requirements globally
• Drive a culture of service excellence, accountability, and process discipline across the global services team
• Applies advanced knowledge of trends and the competitive landscape to continually improve the organization's overall operational and financial strategy

Service Management Capability Deployment

• Drive the implementation and continuous improvement of core ITIL processes such as Incident, Problem, Change, Request and Knowledge management
• Establish governance, tools and workflows to ensure consistent process execution across all service delivery teams in partnership with the Director, Digital Product Management and Demand
• Partner with Director, Digital Product Management to ensure tool enablement supports ITIL capabilities effectively
• Foster a culture of continuous service improvement and data-driven decision making

Leadership & Collaboration

• Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services in alignment with the J&J’s Leadership imperatives
• Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members
• Foster a global culture across centers and help to establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Services organization
• Develops and maintains a highly service-focused environment and climate which promotes effective team building, open and honest communication, ongoing skill development of staff, and prudent decision making

Qualifications

• A minimum of a bachelor’s degree is required
• Advanced degrees and/or certifications, such as an MBA/Master’s, CPA, CMA

Experience And Skills

• A minimum of 10 years’ experience is required
• Ability to partner with, influence and effectively communicate with all levels of the organization, including senior management
• Ability to work in ambiguous situations, proactively identifying and mitigating process risks within a cross-functional, global organization and effectively lead and govern decision-making bodies
• Strong conflict management, communication and framing skills along with proven interpersonal, negotiating and influencing skills
• The role may require up to 10% domestic and/or international travel