SAP IT Manager Reliability and Service Maintenance

Position: SAP IT Manager – Application, Reliability and Service Maintenance

Location:

Jacksonville, FL (also Raritan, NJ)

This role leads SAP Med Tech Vision and Innovative Medicine business services and supports application maintenance for SAP ECC and S/4

HANA environments within Johnson & Johnson’s ERP Technology Services team.

• Own the service level management lifecycle, including SLAs/OLAs, performance monitoring, reporting, service reviews, stakeholder engagement, compliance, data governance, and continuous improvement.
• Optimize the SAP portfolio, maintain CMDB accuracy, and partner with application development and infrastructure teams on lifecycle, impact, and cost assessments.
• Lead rapid incident resolution, major incident communications, root cause analysis, prioritization, and sustainable fixes to prevent recurrence.
• Champion knowledge management and KCS practices, ensuring knowledge assets are created, maintained, and shared effectively.
• Use KPIs and customer feedback to improve service delivery, automation, self‑service, and operational processes.
• Collaborate with ongoing transformational programs across the Johnson & Johnson 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.

Education:

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

• 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, problem, and release management.
• Experience managing vendor work orders, invoices, performance metrics, procedural guidance, and continuous process improvement.
• Experience with technologies such as SAP, Informatica, Tableau, or web Methods.
• Strong problem‑solving, accountability, ownership, and partner relationship management skills.
• Excellent verbal and written communication skills, including the ability to clearly articulate business and IT impacts during major service disruptions.
• Strong 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.
• Strong communication skills, with the ability to engage effectively in person and through established communication channels.

• Hands‑on S/4
  
  HANA experience.
• SAP certification.
• Preferred skills:
  Consistency, critical thinking, developing others, green manufacturing, human‑computer interaction (HCI), leadership, organizing, process control, product development lifecycle, product reliability, quality processes, risk management, root cause analysis (RCA), safety‑oriented, software development management, software reliability engineering, technical writing.

Up to 10% domestic and international.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law.…