Johnson & Johnson Careers

[IT]Technical Manager – End User Services

Chiyoda, Japan
Operations (IT)

Job Description

Requisition ID: 1905766177W

Position Summary

This position is responsible for the Technical delivery of End User computing for Japan market and will support over 6,000 Users. This includes managing and advancing the first-level & second-level service and support of end-user service requests and computing, Collaboration, mobility and printing solutions. The position requires deep technical skills, strong leadership skills, and a commitment to end-user satisfaction and experience in driving process improvement.

Major Duties & Responsibilities

50%...Technical leader of End User Services for Japan Market
30%...End user services Productivity & Collaboration enhancement/operations/change management such as Office 365 (O365) and new productivity tools
20%...Team and Vendor management

Other Duties & Responsibilities

  • Build and maintain relationships with Business Technology Leaders to set service expectations and deliver.
  • Develop action plans to address areas needing improvement.
  • Work with change, release, asset and problem management teams responsible to increased call avoidance and reduce end-user downtime.
  • Advance the use of a knowledge repository to share information among all levels of IT service and support.
  • Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
  • Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
  • Reporting and monitoring of resource time allocation and utilization.
  • Ensuring associated compliance training is completed for all subordinates
  • Tracking time allocation and usage for all associates
  • Conducting performance and succession management reviews for associates.

Key Working relationships
Internal: Japan BTL and PLO leaders for Pharma, Consumer, Corporate and Medical Devices in the market ; TS EUS  Global Service Owners 
External: Technology and Innovation Providers

Supervisory Responsibilities
Direct Reports: 2-3
Indirect reports: 6-7


Required Qualification
Required Minimum Education: Bachelor in Technology Sciences or Equivalent
Required Years of Related Experience: 5yrs
Required Knowledge, Skills and Abilitirees (Uncompromised requirements for the role):

-        Strong verbal and written communication skills (Both Japanese & English)

-        Strong leadership skills, facilitating escalated issues to resolution

-        Experience in working with global / regional teams

“Hands-on” experience with Microsoft Technologies experience in engineering, deployment & enterprise support (Microsoft Exchange Online, O365 Productivity Tools, MS Teams, Automation using PowerShell)

-        Must be able to solve business problems and present recommendations to management effectively

-        Must have good planning, organizational, and decision-making skills

-        Collaborative, consultative and effective in a consensus-based decision-making culture.

   -        Ability and willingness to learn new technology
People Management Experience:Yes(3yrs)

Preferred Qualifications

Preferred Knowledge, Skills and Abilities:

-        Exposure to – Microsoft Technologies - Active Directory; Skype for Business, Exchange Server and Exchange Online

-        Automation using PowerShell

    -       Developing and building tools for O365

Primary Location
Johnson & Johnson K.K. (8235)
Job Function
Operations (IT)
Requisition ID