Emea End-user-services Manager

Johnson & Johnson is currently recruiting for EMEA (Europe, Middle East and Africa) End-User Services Manager (New Consumer Health Company). This position will be in Zug, Switzerland.

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.

With $82.1 billion in 2020 sales, 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 medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on a diverse company culture, celebrating the uniqueness of our employees, and committed to inclusion. Proud to be an equal opportunity employer. Johnson & Johnson is the world's most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical, and medical devices & diagnostics markets and have the skills and resources to tackle the world's most pressing health issues.

**Responsibilities**:

- Reporting to the EMEA Technology Services Lead, the End-User Services Manager will act as a service delivery manager for end-user services that are core to the business and IT
- In close collaboration with the global ITSM & End-User Services Lead, you will be responsible for the regional execution and activation of the global end-user service delivery model to support critical business processes in the region and drive agility, reliability, speed, and growth
- Responsible for driving alignment with regional business stakeholders towards expected service requirements and targeted outcomes
- As an influential business partner, this role will collaborate closely with the business to optimize service positioning, consumption, and cost to drive an optimal end-user experience in the region
- Responsible for identifying opportunities to optimize performance and minimize risks by conducting service reviews, vendor risk analysis, and contract compliance assessments
- Advance self-service tooling and automation within the region to continuously improve the quality of experiences and support for Consumer Health employees
- Manage E2E delivery and execution of end-user services within the region (End-user computing, service level management, print services, self-service tooling, request management, field services, collaboration tools, video conferencing, end-user device management, etc.)
- Understand the demand, IT service consumption patterns, and required end-user support to identify appropriate products/service offerings within the region
- Collaborate with business partners & IT leaders within the region to design services that meet evolving business needs and drive excellent end-user experiences
- Activate global initiatives/projects within the region and drive self-service and automation
- Assess end-user service vendor performance and define/manage SLAs within the region to maintain the proper level of service quality
- Build and maintain relationships with key service providers within the region
- Conduct service reviews to identify potential performance improvements, assess contract compliance, and minimize risk of service failure within the region
- Identify, manage, and resolve risks, issues, or escalations related to end-user service delivery within the region
- Manage, track, and report financials and cost of regional end-user services and work collaboratively with portfolio managers to manage spend
- Work closely with global leaders in CTO organization to regionally execute a global end-user services strategy

**Qualifications** Requirements**:

- A minimum of 5 years of demonstrated experience in understanding end-user services
- Strong understanding of end-user computing, service level management, print services, self-service tooling, request management, virtual desktop, IT field services, and ITSM
- Demonstrated experience in initiatives leading to ITSM process improvement, including incident management, problem management, release management, asset management, process governance and ITSM tools (e.g. ServiceNow)
- Excellent communication skills with the ability to establish partnerships with business, IT, and external partners
- Understanding of regional regulatory requirements for end-user service delivery
- The ability to manage vendor relationships, including managing service performance, contract compliance, and effectively engaging with service providers to navigate corrective measures when necessary
- The abilit