Network Service Delivery Manager

Johnson & Johnson is currently seeking a Network Service Delivery Manager to join our Network team located in Singapore.

**Position Summary**

We are seeking for a passionate Network Service Delivery Manager to collaboratively design, deliver, manage and improve the way network services are being rendered through partners. Person will leverage through service design and implementation, harmonised processes to manage and deliver through our managed partners. He/she is to ensure operational excellence and improve service levels from our managed partners, enhance and leverage established change management process across regions and globally. He/ needs to have demonstrated leadership capabilities, system and design thinking and be the change agent to standardise practises, and track/support delivery performance. He/she will work closely with the Operations, Delivery and Engineering team to ensure proper stage gates and reviews are implemented and drive actionable service improvement plans with service owners. He/she must have deep service excellence mindset with a proven record in a matrixed environment. This role will require extensive experience delivering and managing reliable solutions with a focus on high quality, operational excellence, and business value, supported with outcome-driven measures.

The individual will have the following responsibilities:

- Lead the deliver organizations to deliver SLA requirements in a timely and cost-effective manner and identify and recommend optimization whilst managing delivery scope and resources.
- Actively participate in and drive key Customer Satisfaction initiatives, such as creating and managing a Service Delivery Scorecard.
- Function as a service contact, responsible for the delivery of all in-scope services and ensure performance goals are met.
- Develop and nurture an excellent Customer/Vendor relationship to achieve best-in-class customer satisfaction and be the Service communication focal point for the customer and all delivery organizations.
- Manage and coordinate resolution efforts and process change ideas with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Manage relevant stakeholders within the market, businesses, function, including timely reporting. Coordinate with regional leaders to represent accurate global and regional view.
- Reduce escalation volume by leading improvements plans - monitoring and developing dashboards to proactively monitor trends and business escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
- Identify/facilitate the identification of areas for process improvements to ensure the continual suitability, adequacy and effectiveness of the processes.
- Manage programs to support the financial management activities for managed capabilities.

**Qualifications**:
**Preferred Education**
- Bachelor’s degree in the field of Information Technology, Computer Science, Business or related field.

**Required Years of Related Experience**
- Minimum of 10 years
- Network operational excellence.
- Technology and Vendor management Leadership.
- Communication and Stakeholder management.

**Required Knowledge, Skills and Abilities**
- Strong understanding of **Service Delivery Models and Frameworks**:

- Knowledge of common support center metrics and ability to manage teams to key performance indicators
- Strong interpersonal and leadership skills, and proven ability to collaborate with different audiences representing various ITIL/ITSM disciplines.
- Excellent verbal and written communication skills, including the ability to effectively communicate complex and technical issues to a diverse audience with clarity and conciseness. Strong presentation, facilitation and communication skills and the ability to influence are required. Ability to partner and engage with a cross-section of people at multiple levels of the organization.
- Must be a results-driven with ability to effectively execute a variety of activities concurrently across local and global organizations. Analytical and demonstrated knowledge and experience driving optimal results through data. Ability to translate data into information for executive audiences.
- Leadership capabilities and negotiation skills, as well as the ability to effectively assimilate and communicate complex information from multiple sources. Ability to recognize and lead the resolution of issues and roadblocks. Demonstrated success at converging seemingly diverse business needs in a decentralized enterprise for maximum effectiveness and impact.
- Ability to work independently and influence without formal authority as needed.
- Strong customer relationship skills and prior experience in a customer-facing role. Experience working with external partners to bring products/services to market strongly desired.
- Must be able to motivate and