IT Manager, MedTech-SAP Service Maintenance

Job Function:

Technology Product & Platform Management

Job Sub Function:

Reliability Engineering

Job Category:

Scientific/Technology

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson Technology Services (JJTS) is recruiting for an IT Manager, MedTech-SAP Service Maintenance, to support the ERP Domain MedTech Product Line in North America. This role is based in Raritan, NJ.

For more than 130 years, Johnson & Johnson has united people around its purpose of caring for the world, one person at a time. We combine research, science, and innovation to advance health and well-being worldwide.

With $94 billion in 2025 sales, Johnson & Johnson is a global leader in health care products and services across consumer health, pharmaceuticals, and medical devices, with more than 250 operating companies and over 125,000 employees worldwide. Technology is central to how we accelerate innovation and deliver products and services that make a lasting difference in people’s lives. If you want to help build meaningful solutions for a global health care technology company, this is the place for you.

This role sits within the ERP TS team and oversees SAP-MedTech business services. Reporting to the Sr Manager, MedTech ERP Services, the Service Manager will support application maintenance for SAP ECC and S/4HANA Business Services. Responsibilities include service level management, application and technology portfolio management, financial management, incident and problem management, knowledge management, compliance, and continuous service improvement. The role is accountable for exceptional end-to-end customer experience, optimal system performance, improved product quality, high availability, and stronger reliability through automation and preventive measures.

The role will also advance digital capabilities by:

• Driving observability initiatives that improve visibility into system health, performance, and user experience.
• Expanding automation to improve efficiency, reduce manual effort and enable proactive issue resolution.
• Supporting AI-driven capabilities such as predictive analytics, intelligent incident management, and self-healing services.
• End to end supply chain business process knowledge would be preferred.

This role will help build a resilient, intelligent, and highly automated ERP service ecosystem aligned with enterprise digital transformation goals.

Key Responsibilities

• Service Level Management: Own the SLM lifecycle, including SLAs/OLAs, performance monitoring, reporting, service reviews, stakeholder engagement, compliance, data governance, and continuous improvement.
• Application & Technology Portfolio Management: Optimize the SAP portfolio, maintain CMDB accuracy, and partner with application development and infrastructure teams on lifecycle, impact, and cost assessments.
• Incident and Problem Management: Lead rapid incident resolution, major incident communications, root cause analysis, prioritization, and sustainable fixes to prevent recurrence.
• Knowledge Management: Champion knowledge management and KCS practices, ensuring knowledge assets are created, maintained, and shared effectively.
• Continuous Service Improvement: Use KPIs and customer feedback to improve service delivery, automation, self-service, and operational processes.
• Collaborate with ongoing transformational programs within J&J supply chain.

Every day, this role will provide you with the opportunity to:

• Collaborate with business partners, TPOs, developers, and vendors to deliver reliable SAP services.
• Improve the application lifecycle across design, deployment, operations, monitoring, and automation.
• Support high availability through proactive performance management, readiness reviews, and capacity planning.
• Build strong global partnerships with diverse, high-performing teams.
• Strong communication skills including in-person or official communication channels.

Qualifications

Education:

Bachelor’s degree required preferably in information systems, computer science, or equivalent field of study.

Experience and Skills:

We're seeking a strong, business-focused leader who can drive impact in a fast-changing technology environment.

• 10+ years of experience supporting and administering SAP applications and technologies, including SAP ECC, GTS, MDG, CRM, BW, APO, GRC, SAP Business Objects, NetWeaver Portal, Process Orchestration, Gateway/Fiori, LVM, Web Dispatcher, and HANA.
• Hands-on S/4HANA experience preferred.
• Need in-depth knowledge in OTC, Finance with experience in one or more supply chain functional areas: Plan, Deliver, Source, Make, Quality, or Finance; SAP certification preferred.
• Strong knowledge of ITIL processes, including incident, change, problems and release management.
• Experience managing vendor work orders, invoices, performance metrics, procedural guidance, and continuous process improvement.
• Experience with SAP, Informatica, Tableau, or WebMethods.
• Strong problem-solving, accountability, ownership, and partner relationship management skills.
• Excellent verbal and written communication skills, with the ability to represent business and IT impacts during major service disruptions.
• High judgment, negotiation, influencing, analytical, and leadership skills.
• Ability to manage global, cross-cultural relationships and prioritize business outcomes in a fast-paced environment.
• Ability to work independently, manage multiple priorities, and provide and apply feedback constructively.

Other:

• Travel: Up to 10%, domestic and international.