Mgr, Service Delivery Excellence & Gov

Job description

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 jnj.com As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit. Job Function: Human Resources Job Sub Function: HR Operations Job Category: Professional All Job Posting Locations: Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Warsaw, Indiana, United States of America, West Chester, Pennsylvania, United States of America Job Description: DePuy Synthes is recruiting for a(n) Manager, Service Delivery Excellence & Governance, located in the US The Manager, Service Delivery Excellence & Governance is responsible for driving consistency, transparency, and continuous improvement across the Global Business Services (GBS) organization. This individual contributor role serves as a key partner to functional leaders and service delivery teams, ensuring that services are clearly defined, performance is measured consistently, and improvement initiatives are prioritized and delivered effectively. This role will shape and maintain the GBS Service Catalog, oversee service delivery performance management, drive alignment across global delivery centers, and manage the Continuous Improvement portfolio. The position plays a critical role in establishing governance, standard processes, and performance insights that enable a scalable, world-class GBS organization. Key Responsibilities: Service Management & Governance Develop, maintain, and continuously enhance the GBS Service Catalog, including service definitions, ownership, service levels, and customer-facing documentation. Partner with GBS functional leaders to establish and maintain standardized service frameworks, operating procedures, and performance expectations. Support governance routines and service review processes across GBS functions and regions. Drive consistency in service delivery practices across global delivery centers. Performance Management & Insights Own the GBS Service Delivery Scorecard, ensuring consistent measurement of key service, operational, quality, and customer experience metrics. Develop executive-level dashboards and reporting that provide visibility into service performance, trends, risks, and opportunities. Partner with Reporting & Insights teams to automate performance reporting and improve data quality. Support monthly and quarterly business reviews through performance analysis and recommendations. Continuous Improvement Portfolio Management Establish and manage the GBS Continuous Improvement portfolio, including intake, prioritization, tracking, and benefits realization. Partner with process owners and operational teams to identify improvement opportunities aligned to strategic priorities. Monitor project progress, risks, outcomes, and value realization across the portfolio. Promote continuous improvement methodologies and best practices across the organization. Cross-Center Alignment & Operational Excellence Facilitate alignment across delivery centers to drive standardization and reduce process variation. Identify opportunities to simplify, streamline, and harmonize processes across functions and geographies. Support implementation of common governance, metrics, and operating models. Drive adoption of service management and operational excellence practices. Stakeholder Engagement Collaborate with functional leaders, site leaders, process owners, and business partners to understand service needs and improvement opportunities. Influence stakeholders without direct authority to drive execution and organizational alignment. Communicate progress, performance, and improvement outcomes to senior leadership. Qualifications Education Bachelor's Degree in Business, Engineering, Operations, Supply Chain, Finance, Information Systems, or related field. Lean Six Sigma certification preferred. Experience 5–8 years of experience in Shared Services, Global Business Services, Operations Excellence, Process Improvement, Service Management, or Management Consulting. Experience developing operational scorecards, KPIs, dashboards, or performance reporting frameworks. Experience leading or coordinating continuous improvement initiatives and portfolios. Strong understanding of process management, governance, and operational excellence concepts. Experience working in global, matrixed organizations. Skills Service Management & Service Catalog Design Performance Management & KPI Development Continuous Improvement & Portfolio Governance Process Standardization & Operational Excellence Data Analysis & Reporting Stakeholder Management & Influencing Executive Communication & Presentation Skills Power BI, Excel, and reporting tools Success Measures In this role, success will be measured by: A comprehensive and adopted GBS Service Catalog. Standardized service performance reporting across all GBS functions. Improved visibility into service delivery through enterprise scorecards and dashboards. Delivery of measurable value through the Continuous Improvement portfolio. Increased alignment and consistency across global delivery centers. Enhanced stakeholder satisfaction with GBS governance and performance management. This role is ideal for someone who enjoys bringing structure to complexity, using data to drive decisions, and building the governance and operational discipline needed to scale a modern GBS organization. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com. Johnson & Johnson announced plans to separate our Orthopaedics business to establish a standalone orthopaedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contac