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Technology Product & Platform Management

Network Service Delivery Manager

  • Titel Network Service Delivery Manager
  • Functie Technology Product & Platform Management
  • Sub functie Technology Operations Support
  • Categorie Principal, Technology Operations Support (ST7)
  • Locatie Singapore
  • Gepost
  • Referentie 2406197320W
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Beschrijving

Johnson & Johnson is currently seeking a Network Service Delivery Manager to join our Network team located in Singapore.

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/. 

Position Summary

We are seeking for a passionate Network Service Delivery Manager to collaboratively design, deliver, manage and improve the way network services are being rendered through partners. Person will leverage through service design and implementation, harmonised processes to manage and deliver through our managed partners. He/she is to ensure operational excellence and improve service levels from our managed partners, enhance and leverage established change management process across regions and globally. He/ needs to have demonstrated leadership capabilities, system and design thinking and be the change agent to standardise practises, and track/support delivery performance. He/she will work closely with the Operations, Delivery and Engineering team to ensure proper stage gates and reviews are implemented and drive actionable service improvement plans with service owners. He/she must have deep service excellence mindset with a proven record in a matrixed environment. This role will require extensive experience delivering and managing reliable solutions with a focus on high quality, operational excellence, and business value, supported with outcome-driven measures.

The individual will have the following responsibilities:

  • Lead the deliver organizations to deliver SLA requirements in a timely and cost-effective manner and identify and recommend optimization whilst managing delivery scope and resources.
  • Actively participate in and drive key Customer Satisfaction initiatives, such as creating and managing a Service Delivery Scorecard.
  • Function as a service contact, responsible for the delivery of all in-scope services and ensure performance goals are met.
  • Develop and nurture an excellent Customer/Vendor relationship to achieve best-in-class customer satisfaction and be the Service communication focal point for the customer and all delivery organizations.
  • Manage and coordinate resolution efforts and process change ideas with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Manage relevant stakeholders within the market, businesses, function, including timely reporting. Coordinate with regional leaders to represent accurate global and regional view.
  • Reduce escalation volume by leading improvements plans - monitoring and developing dashboards to proactively monitor trends and business escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
  • Identify/facilitate the identification of areas for process improvements to ensure the continual suitability, adequacy and effectiveness of the processes.
  • Manage programs to support the financial management activities for managed capabilities.

Kwalificaties

Preferred Education

  • Bachelor’s degree in the field of Information Technology, Computer Science, Business or related field.

Required Years of Related Experience

  • Minimum of 10 years
    • Network operational excellence.
    • Technology and Vendor management Leadership.
    • Communication and Stakeholder management.

Required Knowledge, Skills and Abilities

  • Strong understanding of  Service Delivery Models and Frameworks
  • Knowledge of common support center metrics and ability to manage teams to key performance indicators
  • Strong interpersonal and leadership skills, and proven ability to collaborate with different audiences representing various ITIL/ITSM disciplines.
  • Excellent verbal and written communication skills, including the ability to effectively communicate complex and technical issues to a diverse audience with clarity and conciseness. Strong presentation, facilitation and communication skills and the ability to influence are required. Ability to partner and engage with a cross-section of people at multiple levels of the organization.
  • Must be a results-driven with ability to effectively execute a variety of activities concurrently across local and global organizations. Analytical and demonstrated knowledge and experience driving optimal results through data. Ability to translate data into information for executive audiences.
  • Leadership capabilities and negotiation skills, as well as the ability to effectively assimilate and communicate complex information from multiple sources. Ability to recognize and lead the resolution of issues and roadblocks. Demonstrated success at converging seemingly diverse business needs in a decentralized enterprise for maximum effectiveness and impact.
  • Ability to work independently and influence without formal authority as needed.
  • Strong customer relationship skills and prior experience in a customer-facing role. Experience working with external partners to bring products/services to market strongly desired.
  • Must be able to motivate and inspire people and make tough decisions, when necessary, in a timely manner.
  • Extensive experience working with operations, infrastructure and end users to achieve goals.

Preferred Knowledge, Skills and Abilities

  • ITIL Expert certification (ITIL v3 or 4) preferred.
  • ITIL Foundation (ITIL v3 or v4) mandatory
  • Expert working knowledge with Network Operating, Command Center, and global and regional telecom.
  • Expert hands-on knowledge with Microsoft Power BI
  • Expert hands-on knowledge with ServiceNow platform.
  • Kanban System Design Training, Kaizen, Six Sigma (Black Belt), or other process improvement certifications
  • Good understanding of PNL and budgeting

#JNJTech

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.
We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.
At Johnson & Johnson, we all belong.

At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, depending on location and subject to local legislation, candidates offered employment may be required to show proof of COVID-19 vaccination or, in certain countries, secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. If you are invited to interview for the position, your recruiter will advise on the vaccine requirement status in your geographic location.

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