SAP IT Manager Reliability and Service Maintenance

SAP IT Manager – Application, Reliability and Service Maintenance

Location:

Jacksonville, Florida, United States of America;
Raritan, New Jersey, United States of America

Technology Product & Platform Management

Reliability Engineering

Scientific/Technology

We are searching for the best talent for a SAP IT Manager - Application, Reliability and Service Maintenance professional to be located in Jacksonville, FL.

Johnson & Johnson Technology Services (JJTS) is recruiting for an IT Manager, CMD SAP Service Maintenance, to support the ERP Domain Med Tech Vision and IM Product Line in North America.

As part of the ERP Technology Services team, this role leads SAP Med Tech Vision and Innovative Medicine business services and supports application maintenance for SAP ECC and S/4

HANA environments. Reporting to the Sr. Manager, ERP Services, the IT Manager will oversee service delivery, portfolio management, incident and problem management, compliance, knowledge management, and continuous improvement. This role is critical to delivering a strong end-to-end customer experience, high system availability, and reliable business operations through automation and preventive measures.

Preferred Focus Areas

• Driving observability initiatives to 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 is highly valued.

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

• Service Level Management: Own the service level management 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.
• Transformation
  
  Collaboration:
  
  Collaborate with ongoing transformational programs across the J&J supply chain.

• Collaborate with business partners, Technical Product Owners, 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.
• Build strong communication and collaboration across business, technical, and vendor teams.

Bachelor’s degree in information systems, computer science, or equivalent work experience.

We are seeking a business-focused technology leader who can drive results in a dynamic, fast-paced technology environment.

• 10+ years of experience supporting and administering SAP applications and technologies, including SAP ECC, GTS, CRM, BW, APO, GRC, SAP Business Objects, Net Weaver Portal, Process Orchestration, Gateway/Fiori, LVM, Web Dispatcher, and HANA
• Experience using approved AI-enabled tools to improve productivity
• In-depth SAP knowledge across OTC (SAP SD), Finance, and Make, with experience in one or more supply chain functional areas such as Plan, Deliver, Source, Make, Quality, or Finance
• Strong understanding of ITIL processes, including incident, change,…