Senior IT Operations Manager

Approximate split of time by site

• Groningen 75%
• Uppsala (Sweden) 20%
• Eindhoven (5%)

Johnson & Johnson Worksense is responsible for finding, engaging, and contracting talent for the Johnson & Johnson contingent workforce.

We are currently recruiting an IT Service Owner to join our contingent workforce.

This position will have accountability for the End-to-End of MAKE Technology Services for J&J MLL (Manufacturing, Logistics, and Laboratory) at the EMEA Surgical Vision sites.  This will entail the delivery of Infrastructure Services and Application and platform Build (Development) and Run (Support) services, (including End User Services).

This includes managing the monitoring of application and platform performance, service health performance metrics, change management, development for projects and enhancements, ticketing and resolution of incidents, resolution of identified problems, execution of releases associated with TLM, and Problem Management.  

The ideal candidate will have knowledge of MAKE business processes and IT needs. There will be responsible to manage contracted resources.  Experience in a matrixed environment and leading support teams is required.

•  Accountable for all aspects of the delivery of Technology Services to the site, including, IT uptime, reliability, and service delivery for MAKE site.

•  Engagement with the Site Business leadership team and the JJT Business Technology Lead, on the status of site IT health and portfolio.

•  Provide input to Product Line Owners for future requirements, especially key business capabilities, and the associated value to the Product Line – as input to shape the product strategy.

•  End-to-end IT risk management at the site including lifecycle management, information security, and GxP

•   Ensure IT uptime and operations reliability and IT services are delivered per SLA

•   Ensure incidents are followed up if/when needed for root cause investigation and preventative action

•   Collaborate with JJT Teams to deliver solutions and to manage escalations when needed for new demand or delays to committed dates on service requests.

•   Communications on updates, requested statistics, and service level compliance

•   Training of team to site QMS and JJT QMS

•    Management of the contracted support and delivery teams to maximize value

•    Provide innovative ways of problem-solving and implementing system improvements.

•    Ensure all applicable systems are validated by working with Quality Assurance and Regulatory Affairs departments and internal IT SMEs.

•    Partner with Product Line Owners to define and execute Service Lifecycle and roadmap and continuous Improvement Plans

To be successful in this role you have:

• Minimum BS/BA in Computer Science or equivalent required
• 10 years of experience supporting Supply Chain/Manufacturing required
• Expert experience in GxP systems, Computer System Validation, and proven track record in the support of FDA-regulated systems and business required
• Experience in application development and support preferred
• Training with certification (Green or Black Belt) in Process and/or Design Excellence preferred
• Training in Process Mapping and Design preferred
• Working knowledge of IT Service Management frameworks including but not limited to ITIL preferred
• Proven track record in optimizing processes and delivering upon cost reduction challenges required
• Expert communication skills required including at the executive level required
• Understanding of Agile methodologies and DevOps concepts preferred.

If you meet our requirements and are interested in hearing more about our IT Service Owner role, please do not hesitate to apply through the provided link today and a member of our recruitment team will be in touch!

For more than 130 years, diversity, equity & inclusion (DEI) have been part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Our commitment to respect the dignity and diversity of all is embedded in our Credo.

We know that the success of our business depends on having the best talent in a workforce that reflects the diverse markets we serve around the world and an inclusive culture that values different perspectives and life experiences.

That is why we in the Netherlands are working to create an inclusive environment where diverse backgrounds, perspectives, and experiences are valued and each and every one of our people feels that they belong and can reach their potential. No matter who they are.

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