Surgery Service Operations Manager

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for more at .

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Job Sub Function:

Job Category:

All Job Posting Locations:

Job Description:

The Service Operation Manager is responsible for the end-to-end management of Technical Service backoffice operations ensuring operational excellence customer satisfaction and data-driven decision-making.

This role leads all backoffice activities supporting Technical Service including customer case management spare parts consumption field and depot engineer scheduling and service execution support.

The Service Operation Manager acts as a People Leader responsible for building developing and engaging high-performing teams fostering a culture of accountability collaboration continuous improvement and talent development within the Service organization.

In addition this position owns the Business Intelligence (BI) strategy for the Service organization leading data governance dashboard and report development and performance analysis to support both operational and strategic decisions.

This role is further accountable for defining and executing the technical certification and service readiness strategy to support the implementation of service for NPIs ensuring teams are properly trained certified and operationally prepared prior to market introduction.

The Service Operation Manager also works closely with Sales and Marketing teams as a strategic business partner providing service-related insights performance data and operational support to enable commercial strategy customer negotiations and business growth.

Essential duties and responsibilities:

Service Operations & Backoffice Management

• Lead all Technical Service backoffice activities ensuring effective and compliant execution of:
  • Customer service request and work order management (from case opening to closure)
  • Field and depot engineer scheduling and resource planning
  • Spare parts management including consumption posting traceability and inventory reconciliation
• Ensure consistent compliance with service contracts SLAs and internal performance targets

Business Intelligence Data & Performance Management

• Own the Service Operations BI and data governance framework
• Design develop and continuously improve:
  • Operational and executive dashboards
  • Standardized performance reports for local regional and global leadership
• Implement service KPIs
• Ensure data integrity standardization and reliability across all reporting and analytical tools
• Provide analytical insights to support strategic and operational decision-making

Technical Certification & New Product Service Readiness

• Lead the technical certification strategy for Service implementation of NPIs
• Partner with Engineering Quality Training and Global Service teams to:
  • Define technical certification requirements
  • Plan and track service-related training programs
  • Ensure Service readiness prior to market launches
• Guarantee that Service teams are properly trained certified and operationally prepared to support new products

Leadership & Governance

• Lead coach and develop the Service backoffice and BI teams
• Establish clear governance communication and reporting routines
• Ensure compliance with internal policies quality standards and regulatory requirements

Commercial & Marketing Partnership

• Work closely with Sales and Marketing teams to actively support business objectives ensuring strong alignment between Service Operations and commercial strategy
• Provide operational performance and analytical insights to support:
  • Commercial decision-making
  • Customer value propositions and service offerings
• Support Sales and Marketing with service-related data KPIs and operational inputs for customer negotiations tenders and strategic accounts
• Act as a key Service representative in cross-functional initiatives aimed at business growth customer experience and market competitiveness

People Leadership & Talent Development

• Act as a people leader for Service backoffice and BI teams ensuring engagement performance and development of a diverse and high-performing workforce
• Set clear goals expectations and performance metrics aligned with business and Service strategy
• Lead talent development initiatives including coaching mentoring succession planning and capability building
• Promote a culture of accountability ownership collaboration and continuous improvement
• Ensure compliance with company values leadership behaviors and people management standards
• Support organizational changes and transformation initiatives through effective change management and communication

Compliance & Core Responsibilities

• Knowledge practice and compliance with the Johnson & Johnson Credo.
• Knowledge and compliance with J&J Quality Safety Occupational Health and Environmental policies.
• Ensure compliance with all local regulations company policies procedures and quality requirements.
• Submit all business travel expenses in compliance with the company T&E policy and within required timelines.
• Complete all assigned training courses on time and as requested.

Required Skills:

Preferred Skills: