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:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
People LeaderAll Job Posting Locations:
Prague, Czechia, Umkirch, Germany, Wokingham, Berkshire, United Kingdom, Zug, SwitzerlandJob Description:
Johnson & Johnson Services is recruiting for Deliver Customer Service Lead, overseeing MT SC ERP Business Platform Operations in EMEA. This position may be based in any J&J MedTech office location within the EMEA region.
Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science -- bringing innovative ideas, products, and services to advance the health and well-being of people. Employees of Johnson & Johnson collaborate with partners in health care to touch the lives of over a billion people every day, throughout the world.
Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and MedTech and diagnostics markets. Growing on a diverse company culture, celebrating the uniqueness of our employees, and committed to inclusion. Proud to be an equal opportunity employer.
The EMEA Deliver Customer Service Lead, SC ERP Business Platform Operations Enablement will be part of the MedTech SC Digital Transformation organization, a multi-year global business transformation initiative that will modernize our end-to-end Supply Chain digital capabilities by harmonizing our ecosystem of 40+ ERP systems, standardizing core business processes across Plan, Source, Make, Quality, Deliver, and Data, and enabling our holistic operational strategy through a single SAP S/4HANA instance.
This role will help ensure that the core SAP S/4HANA ERP platform regional and functional enablement structures, processes, and governance are in place to meet the evolving needs of the business function(s) within scope. The role will serve as the primary Operate State point of contact for the supported business function(s) within the EMEA region. This position reports to the EMEA Deliver Customer Service Manager, and is accountable for guiding and executing business platform operations across the assigned business area.
Key Responsibilities:
- Serve as the primary EMEA Operate State contact for the supported Deliver Customer Service business area, ensuring effective coordination between business stakeholders, Super Users, Global Product Owners, Technical Owners, and JJT.
- Build strong, collaborative relationships with end users, Super Users, and global platform teams to foster alignment, adoption, and effective use of the SAP S/4HANA platform.
- Coordinate and facilitate standardized regression testing processes within the business function, ensuring consistency, quality, and alignment with release and deployment timelines.
- Guide persona-based security role design and maintenance in alignment with global standards, business requirements, and compliance expectations.
- Identify, track, and analyze business errors, coordinate resolution efforts, facilitate escalation management, and identify trends for continuous improvement.
- Partner with the Super User community to manage platform enhancement requests, ensuring alignment with global design governance, business value, and functional priorities.
- Enable smooth transition of newly deployed users from hypercare to Operate State, ensuring readiness, adoption, and a positive onboarding experience.
- Lead intake, assessment, and prioritization of platform demands from the supported area, managing funding alignment, governance interdependencies, and backlog prioritization.
- Partner with the Master Data Governance team to implement a coordinated data support model that strengthens data quality, consistency, and operational reliability.
- Drive KPIs and Control Tower metrics for the supported business function(s), partnering with stakeholders to ensure visibility, issue tracking, proactive risk mitigation, and continuous improvement.
- Contribute to the design and delivery of the Super User Certification program, including curriculum development, training execution, engagement tracking, and competency validation.
- Oversee Super User communities within the assigned area, ensuring ongoing training, onboarding, engagement, knowledge sharing, and proactive succession planning.
- Maintain and continuously improve tools, processes, and governance routines within the Operate State enablement model to enhance efficiency and effectiveness.
- Provide functional guidance for projects impacting SAP S/4HANA in the supported area, collaborating with cross-functional teams to ensure business requirements are reflected in system design, testing, deployment, and sustainment.
Qualifications:
- Minimum bachelor’s degree required.
- Minimum of 3 years of experience in Operations, Supply Chain, Customer Service, or large-scale ERP transformation programs required.
- Minimum of 3 years of ERP platform enablement and/or transformation experience in the healthcare or health services industry required.
- Thorough knowledge of Deliver Customer Service management principles required; experience applying these principles and processes within an SAP environment is highly preferred.
- Excellent analytical, problem-solving, communication, and stakeholder management skills required.
- Ability to work collaboratively in a fast-paced, complex, and cross-functional environment required.
- Strong understanding of SAP S/4HANA architecture, modules, and implementation lifecycle required.
- Strong interpersonal and influencing skills, with demonstrated ability to collaborate across workstreams to achieve desired results required.
- Experience developing, implementing, and/or sustaining operational technology processes within a Customer Service workstream, site, or team required.
- Experience managing project timelines and milestones in complex business environments required.
- Demonstrated ability to engage and establish relationships with business partners required.
- Experience working in a complex, multi-ERP or multi-system environment required.
- Ability to travel up to 25% required.
Preferred Skills:
- Previous experience with SAP system deployments, including hypercare activities, particularly within Deliver Customer Service, is highly preferred.
- Experience integrating business processes with SAP, executing or coordinating error-handling processes, coordinating testing, and enabling an end user or Super User community is highly desirable.
- Certification in relevant areas of expertise, such as PMP, APICS, Lean/Six Sigma, or Process Excellence, is desirable.
- SAP S/4HANA certification is desirable.
LI-SP5 / #Li-Hybrid
Required Skills:
Preferred Skills:
Customer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Document Management, Inclusive Leadership, Issue Escalation, Leadership, Order Processing, Problem Solving, Service Excellence, Service Request Management, Technical CredibilityThe anticipated base pay range for this position is:
Benefits:
In addition to base pay, we offer the following benefits*: an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions. Moreover, we offer vacation days, parental leave for a minimum of 12 weeks, bereavement leave, caregiver leave, volunteer leave, well-being reimbursement, programs for financial, physical and mental health. We also offer service anniversary and recognition awards, and subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans. For more information, visit Employee benefits | Supporting well-being & career growth | Johnson & Johnson Careers.
*This is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change.
LI-SP5 / #Li-Hybrid
