End User Services Manager Latam

Johnson & Johnson is currently recruiting the End User Services Manager LATAM (New Consumer Health Company). This position is located in São José dos Campos, Brazil.

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.

**Position Description**:
The Johnson & Johnson Consumer Health Organization, the world’s most comprehensive manufacturer of health care products, has been on an accelerated journey of digital transformation. By leveraging the power of digital technologies and data, we aim to improve the lives of our patients, consumers, & employees and uniquely serve unmet needs.

As a critical member of the Technology & Data organization, reporting to the LATAM Technology Services Lead, this role acts as a service delivery manager for end-user services that are core to the business and IT. Working in close collaboration with the global ITSM & End-User Services Lead, this role 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.

This role is 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. This role will be responsible for identifying opportunities to optimize performance and minimize risks by conducting service reviews, vendor risk analysis, and contract compliance assessments.

This role will advance self-service tooling and automation within the region to continuously improve the quality of experiences and support for Consumer Health employees.

**Role and Responsibilities**:

- 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/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 the risk of a 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 to spend
- Work closely with global leaders in Chief Technology Officer CTO organization to regionally execute a global end-user services strategy

**Qualifications** Qualifications - Required**:

- 5+ years of demonstrated experience and understanding of 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 (incident management, problem management, release management, ass