VP of Service Operations, Strategy & Transformation

6090-Johnson & Johnson Services Legal Entity • West Chester, NJ

22h • Hybrid

About The Position

The Vice President of Service Operations, Strategy and Transformation is a senior technology executive responsible for strengthening how TS sets directions, operates, performs and delivers value across Johnson and Johnson. This role reports into the Chief Technology Office and serves as a member of the TS Leadership Team. This leader acts as the operational integrator for the global TS organization. The role is responsible for Enterprise service management, the Digital Command Center, enterprise observability ownership for TS and cross functional governance. Strategy & Operations: Responsible for the integration of TS strategy, TS business operations & metrics including Technology FinOps, portfolio and investment governance Optimization and Transformation – support TS Optimization and ongoing Transformation. This role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements.

Requirements

• Bachelor degree in Information Technology, Computer Science, Engineering, Business or a related field.
• A minimum of 15 years of progressive technology leadership experience in a large scale global organization.
• Demonstrated experience leading enterprise technology operations, service management, strategy and portfolio governance, transformation or similarly broad cross functional accountabilities.
• Experience leading complex global programs and operating through a highly matrixed organization, including influencing senior leaders beyond direct reporting lines.
• Strong working knowledge across infrastructure, cloud, enterprise applications, software as a service, service management, reliability, observability, automation and modern technology operating models.
• Demonstrated financial acumen, including budget planning, investment prioritization, cost transparency, capacity decisions and partnership with Finance and Procurement.
• Experience managing strategic suppliers and holding internal and external delivery partners accountable for outcomes.
• Proven ability to lead organizational change, improve operating performance and translate strategy into measurable execution.
• Executive communication skills, sound judgment and the ability to communicate complex operational, financial and technology matters clearly.
• Demonstrated people leadership, talent development and succession planning across geographically distributed and culturally diverse teams.

Nice To Haves

• Advanced degree in business, technology, engineering or a related discipline.
• Experience in healthcare, pharmaceuticals, medical technology or another highly regulated global industry.
• Experience leading enterprise ITSM, ServiceNow governance, Digital Command Center, SRE or reliability practices, enterprise observability, FinOps or artificial intelligence enabled operations.
• Experience supporting acquisitions, integrations, divestitures, separations, transition service agreements or other complex corporate transactions.
• Experience modernizing global operating models, service portfolios, sourcing approaches or workforce capabilities at enterprise scale.
• Relevant professional certifications in service management, program or portfolio management, cloud, FinOps, reliability, risk or change leadership.

Responsibilities

• Lead the integrated Technology Services operating rhythm, including performance, risk, financial, workforce, capacity, supplier and organizational health reviews.
• Create a trusted enterprise view of operational health, financial position, workforce capacity, commitments, dependencies and matters requiring executive intervention.
• Jointly plan financial and resource priorities with Finance, Human Resources and domain leaders.
• Coordinate supplier strategy and enterprise vendor views with Procurement while service owners remain accountable for technical requirements and service performance.
• Establish common management practices, decision rights and measures while respecting accountability held by individual technology domains and service owners.
• Lead a central Technology FinOps practice covering cloud, Data and AI, software as a service, licensing and shared technology services.
• Own common cost and usage data, allocation and showback methods, forecasting, anomaly management, unit economics, optimization governance, executive reporting, methods and practitioner development.
• Partner with platform and service leaders, who retain accountability for consumption decisions, architecture choices, engineering optimization and unit cost outcomes.
• Operate in partnership with Finance, which retains financial policy and accounting authority, and Procurement, which retains sourcing and commercial authority.
• Create a customer centered service model that makes Technology Services easier to understand, consume and improve.
• Use customer feedback, service data and recurring pain points to shape priorities and coordinate resolution of systemic issues spanning multiple domains.
• Build trusted relationships with senior business and technology leaders and communicate operational choices, risks and progress clearly.
• Own the enterprise service management strategy, ITIL aligned standards, governance and continuous improvement agenda across Technology Services.
• Provide executive oversight for incident, problem, change, request, knowledge, service level, service catalog and service improvement practices.
• Lead the Digital Command Center and serve as the senior Technology Services escalation point during critical incidents, ensuring decisive command, coordinated communications, recovery and completion of preventive actions.
• Define service level objective, reliability, resilience and error budget methods in partnership with service owners, Enterprise Architecture, Information Security and Risk Management, Quality, Business Continuity and Regional Delivery.
• Hold service owners accountable for technical recovery, remediation, reliability improvement and sustainable service outcomes.
• Coordinate cross pillar problem removal when issues span multiple services.
• Own the enterprise observability strategy, standards, service topology, cross domain correlation, common service health views, tool rationalization and integration with service management processes.
• Partner with Infrastructure, Digital Workplace, Enterprise Platforms, Operational Technology and Data and AI teams, which retain accountability for domain instrumentation, telemetry engineering, alert quality and technical remediation.
• Use observability and operational data to improve detection, restoration, resilience, customer experience and executive understanding of service health.
• Ensure architecture, product management, process governance, demand management, data quality, controls, release management, adoption and progressive rationalization are aligned with enterprise priorities.
• Promote simplified, standardized and reusable workflows and improve self service, service catalog, knowledge and automation capabilities.
• Partner with process and business owners, who retain accountability for their processes, outcomes and adoption.
• Translate enterprise and Johnson and Johnson Technology strategy into clear Technology Services priorities, strategic choices and measurable outcomes.
• Lead annual and long range planning, CTO priorities, leadership governance, strategic initiatives, executive decision support, external benchmarking and strategic communications.
• Provide the CTO and Technology Services Leadership Team with concise, fact based recommendations on enterprise opportunities, risks, dependencies, capacity and tradeoffs.
• Maintain an integrated view of the Technology Services operating model and recommend changes that simplify work, clarify accountability and improve speed and value.
• Lead major Technology Services transformation priorities from design through adoption and measurable value realization.
• Drive operating model evolution, process redesign, productivity, automation, artificial intelligence enabled operations, workforce evolution and modern ways of working.
• Ensure transformation initiatives have accountable owners, sustainable capabilities, clear change leadership and measurable outcomes across value, experience, reliability, speed, cost and risk.
• Build transformation capability within Technology Services rather than relying on temporary or disconnected program structure
• Build, lead and develop a high performing global organization with strong succession, leadership depth and an inclusive talent pipeline.
• Develop capabilities in strategy, business operations, service management, reliability, observability, FinOps, portfolio management, transformation, transaction execution, regional delivery, automation and artificial intelligence enabled operations.
• Set clear outcomes and decision rights, encourage constructive challenge, surface risks early and create an environment in which teams solve problems together.
• Lead effectively through influence across a complex global matrix and model Our Credo in decisions, relationships and delivery.
• Maintain strong outward visibility to stay ahead of industry trends, leveraging external engagement to enhance J&J’s data & AI strategy, attract top talent, and strengthen the company’s brand as a technology leader.

Benefits

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 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
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Executive