StellenbeschreibungppAt Johnson Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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. /p pAs 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. /p h3Job Function /h3 pCustomer Management /p h3Job Sub Function /h3 pCustomer Service Operations /p h3Job Category /h3 pPeople Leader /p h3All Job Posting Locations /h3 pPrague, Czechia, Umkirch, Germany, Wokingham, Berkshire, United Kingdom, Zug, Switzerland /p h3Job Description /h3 pJohnson Johnson Services is recruiting for bDeliver Customer Service Lead, overseeing MT SC ERP Business Platform Operations in EMEA. /b This position may be based in any JJ MedTech office location within the EMEA region. /p pCaring 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. /p pJohnson 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. /p pThe 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. /p pThis 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 bEMEA /b bDeliver Customer Service Manager /b, and is accountable for guiding and executing business platform operations across the assigned business area. /p h3Key Responsibilities /h3 ulliServe 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. /li liBuild 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. /li liCoordinate and facilitate standardized regression testing processes within the business function, ensuring consistency, quality, and alignment with release and deployment timelines. /li liGuide persona-based security role design and maintenance in alignment with global standards, business requirements, and compliance expectations. /li liIdentify, track, and analyze business errors, coordinate resolution efforts, facilitate escalation management, and identify trends for continuous improvement. /li liPartner with the Super User community to manage platform enhancement requests, ensuring alignment with global design governance, business value, and functional priorities. /li liEnable smooth transition of newly deployed users from hypercare to Operate State, ensuring readiness, adoption, and a positive onboarding experience. /li liLead intake, assessment, and prioritization of platform demands from the supported area, managing funding alignment, governance interdependencies, and backlog prioritization. /li liPartner with the Master Data Governance team to implement a coordinated data support model that strengthens data quality, consistency, and operational reliability. /li liDrive 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. /li liContribute to the design and delivery of the Super User Certification program, including curriculum development, training execution, engagement tracking, and competency validation. /li liOversee Super User communities within the assigned area, ensuring ongoing training, onboarding, engagement, knowledge sharing, and proactive succession planning. /li liMaintain and continuously improve tools, processes, and governance routines within the Operate State enablement model to enhance efficiency and effectiveness. /li liProvide 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. /li /ul h3Qualifications /h3 ulliMinimum bachelor’s degree required. /li liMinimum of 3 years of experience in Operations, Supply Chain, Customer Service, or large-scale ERP transformation programs required. /li liMinimum of 3 years of ERP platform enablement and/or transformation experience in the healthcare or health services industry required. /li liThorough knowledge of Deliver Customer Service management principles required; experience applying these principles and processes within an SAP environment is highly preferred. /li liExcellent analytical, problem-solving, communication, and stakeholder management skills required. /li liAbility to work collaboratively in a fast-paced, complex, and cross-functional environment required. /li liStrong understanding of SAP S/4HANA architecture, modules, and implementation lifecycle required. /li liStrong interpersonal and influencing skills, with demonstrated ability to collaborate across workstreams to achieve desired results required. /li liExperience developing, implementing, and/or sustaining operational technology processes within a Customer Service workstream, site, or team required. /li liExperience managing project timelines and milestones in complex business environments required. /li liDemonstrated ability to engage and establish relationships with business partners required. /li liExperience working in a complex, multi-ERP or multi-system environment required. /li liAbility to travel up to 25% required. /li /ul h3Preferred Skills /h3 ulliPrevious experience with SAP system deployments, including hypercare activities, particularly within Deliver Customer Service, is highly preferred. /li liExperience 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. /li liCertification in relevant areas of expertise, such as PMP, APICS, Lean/Six Sigma, or Process Excellence, is desirable. /li liSAP S/4HANA certification is desirable. /li /ul pLI-SP5 / /p h3Required Skills /h3 pCustomer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, 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 Credibility /p h3Preferred Skills /h3 pCustomer Centricity, Customer Interactions, Customer Service Philosophy, Customer Support Operations, 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 Credibility /p h3Benefits /h3 h3The anticipated base pay range for this position is /h3 pIn 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. /p ulliThis is for informative purposes only. Amounts and actual benefits may vary by location and are subject to change. /li /ul /p #J-18808-Ljbffr
