Johnson & Johnson Careers

Global Services Service Performance Lead – EMEA

Prague, Czech Republic
Customer Service

Job Description

Requisition ID: 1805634118W

Johnson & Johnson Family of Companies is currently recruiting for a Global Services Service Performance Lead – EMEA within the Johnson & Johnson Global Services organization.


Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.” There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.

Global Services Service Performance Lead – EMEA

Location: Prague

Full time permanent contract


The Service Performance Lead – EMEA, is a leadership role within the GS Strategy & Operations organization. The primary purpose of this role is to partner with service delivery leaders in EMEA to deliver data analytics and insights, and to identify and drive Global Services performance improvements. Service Delivery includes GS Finance, HR, Procurement and Site & Experience.


The Service Performance Lead will also partner with one of more functions on a global basis, and act as the single point of contact on global matters for those functions. This role is responsible for leading the EMEA Service Performance Analysts. In addition to partnering with service delivery and leading the service performance analysts, the Lead will help shape and contribute to the service performance strategy, methodologies and overall agenda and priorities.

This role will report to the VP, Global Services Excellence Lead.

Major Duties & Responsibilities

  • Deliver data analytics and insights on GS Service Delivery performance
  • Collaborate with Service Delivery to lead the development of service performance across J&J GS, including service catalogs, metric development/updates, performance reporting, dashboard management, and benchmarking
  • Collaborate and engage with J&J GS leaders to ensure that service performance programs are aligned with functional and shared services strategic initiatives and plans
  • Shape and contribute to the Service Performance & Reporting strategy, methodologies, brand and reputation
  • Model the service performance organization’s customer service mindset and reinforce the vision and direction of the long-range plan for the J&J GS organization
  • Be an effective leader for the Service Performance Analysts
  • Drive business knowledge and the overall GS operating model across the capability and team members
  • Contribute positively to a knowledge sharing environment by documenting and sharing all relevant working experiences with issue resolution for training future reference


  • Experience with similar job on the managerial level
  • Experience in a global services/shared services or BPO organization required
  • Experience with service performance, including metrics, performance reporting and dashboard experience (including management of tools) required
  • Experience with people management
  • Experience with continuous improvement methodology, project management preferred
  • Experience working across multiple geographies, functions, organizations
  • Ability to establish a culture oriented on customer experience
  • Track record of driving business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results
  • Passionate about building a “Best in Class” shared services organization that drives business success
  • Proven ability to influence others and drive change, across a matrix organization

We offer:

  • An opportunity to be part of a global market leader
  • A dynamic and inspiring working environment
  • Many opportunities to work on challenging projects and assignments
  • Motivating financial remuneration
  • Many employee benefits

Primary Location
Czech Republic-Prague-
JNJ Global Business Servi (7761)
Job Function
Customer Service
Requisition ID