SAP IT Application Liability and Service Manager

Johnson & Johnson Innovative Medicine•Jacksonville, FL

15d•$102,000 - $175,950•Hybrid

About The Position

We are searching for the best talent for a SAP IT Application Liability and Service Manager professional to be located in Jacksonville, FL Johnson & Johnson Technology Services (JJTS) is recruiting for an IT Manager, CMD SAP Service Maintenance, to support the ERP Domain MedTech Vision and IM Product Line in North America. For more than 130 years, Johnson & Johnson has united people around its purpose of caring for the world, one person at a time. We combine research, science, and innovation to advance health and well-being worldwide. With $94 billion in 2025 sales, Johnson & Johnson is a global leader in healthcare products and services across pharmaceuticals, medical devices, and other health-related sectors, with more than 250 operating companies and over 125,000 employees worldwide. Technology is central to how we accelerate innovation and deliver products and services that make a lasting difference in people’s lives. If you want to help build meaningful solutions for a global health care technology company, this is the place for you. As part of the ERP Technology Services team, this role leads SAP MedTech Vision and Innovative Medicine business services and supports application maintenance for SAP ECC and S/4HANA environments. Reporting to the Sr. Manager, ERP Services, the IT Manager will oversee service delivery, portfolio management, incident and problem management, compliance, knowledge management, and continuous improvement. This role is critical to delivering a strong end-to-end customer experience, high system availability, and reliable business operations through automation and preventive measures. Preferred Focus Areas Driving observability initiatives to improve visibility into system health, performance, and user experience Expanding automation to improve efficiency, reduce manual effort, and enable proactive issue resolution Supporting AI-driven capabilities such as predictive analytics, intelligent incident management, and self-healing services End-to-end supply chain business process knowledge is highly valued This role will help build a resilient, intelligent, and highly automated SAP ERP service ecosystem aligned with enterprise digital transformation goals.

Requirements

Bachelor’s degree in information systems, computer science, or equivalent work experience.
10+ years of experience supporting and administering SAP applications and technologies, including SAP ECC, GTS, CRM, BW, APO, GRC, SAP BusinessObjects, NetWeaver Portal, Process Orchestration, Gateway/Fiori, LVM, Web Dispatcher, and HANA
Experience using approved AI-enabled tools to improve productivity
In-depth SAP knowledge across OTC (SAP SD), Finance, and Make, with experience in one or more supply chain functional areas such as Plan, Deliver, Source, Make, Quality, or Finance
Strong understanding of ITIL processes, including incident, change, problem, and release management
Experience managing vendor work orders, invoices, performance metrics, procedural guidance, and continuous process improvement
Experience with technologies such as SAP, Informatica, Tableau, or webMethods
Strong problem-solving, accountability, ownership, and partner relationship management skills
Excellent verbal and written communication skills, including the ability to clearly articulate business and IT impacts during major service disruptions
Strong judgment, negotiation, influencing, analytical, and leadership skills
Ability to manage global, cross-cultural relationships and prioritize business outcomes in a fast-paced environment
Ability to work independently, manage multiple priorities, and provide and apply feedback constructively
Strong communication skills, with the ability to engage effectively in person and through established communication channels

Nice To Haves

Hands-on S/4HANA experience
SAP certification

Responsibilities

Own the service level management lifecycle, including SLAs/OLAs, performance monitoring, reporting, service reviews, stakeholder engagement, compliance, data governance, and continuous improvement.
Optimize the SAP portfolio, maintain CMDB accuracy, and partner with application development and infrastructure teams on lifecycle, impact, and cost assessments.
Lead rapid incident resolution, major incident communications, root cause analysis, prioritization, and sustainable fixes to prevent recurrence.
Champion knowledge management and KCS practices, ensuring knowledge assets are created, maintained, and shared effectively.
Use KPIs and customer feedback to improve service delivery, automation, self-service, and operational processes.
Collaborate with ongoing transformational programs across the J&J supply chain.
Collaborate with business partners, Technical Product Owners, developers, and vendors to deliver reliable SAP services
Improve the application lifecycle across design, deployment, operations, monitoring, and automation
Support high availability through proactive performance management, readiness reviews, and capacity planning
Build strong global partnerships with diverse, high-performing teams
Build strong communication and collaboration across business, technical, and vendor teams

Benefits

medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
consolidated retirement plan (pension) and savings plan (401(k)).
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours