IT Service Reliability & Operations Manager – SAP Supply Chain (EMEA)

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.

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Johnson & Johnson Technology Services is recruiting an IT Service Reliability & Operations Manager to support the reliability availability and operational performance of businesscritical Supply Chain applications including SAP and JD Edwards (JDE) across the EMEA region.

• Do you enjoy owning the stability of critically important supply chain systems
• Are you motivated by ensuring reliable operations that directly support endtoend business performance across EMEA

The role focuses on daytoday operational stability and continuous improvement within a complex ERP landscape with emphasis on SAP logistics and warehouse execution solutions supporting endtoend supply chain operations. Based in Beerse or Diegem Belgium or in Limerick Ireland the role works closely with business partners Product Line Owners application teams infrastructure partners and external vendors.

The IT Service Reliability & Operations Manager is responsible for ensuring stable and reliable service operations for a defined application portfolio by combining problem management major incident coordination and service operations practices. Primary ownership is focused on reliability outcomes problem management effectiveness and major incident handling while other IT service management processes are supported through governance coordination and quality oversight across the SAPcentric and mixed ERP landscape.

Key Responsibilities

Service Reliability Availability and Capacity

• Ensure reliable and predictable application services through proactive monitoring of availability performance and capacity in close collaboration with application and infrastructure teams

Major Incident Coordination

• Coordinate major incident response to restore services quickly and minimize business impact through effective collaboration and clear communication with resolver teams and vendors

Problem Management

• Own end to end Problem Management across the application portfolio driving effective root cause analysis and corrective actions to reduce repeat incidents and operational risk

Observability and Operational Insight

• Drive observability maturity across SAP and mixed ERP landscapes by proactively reviewing system health performance and capacity indicators to detect risks early and prevent service degradation

Operational Governance & Continuous Service Improvement

• Provide governance and oversight across core service management security change knowledge vendor and continuous improvement processes to ensure reliable compliant and efficient operations

Qualifications

Required Qualifications

• 7 years of experience in IT Service Management Application Operations Reliability Engineering or Production Support roles within large enterprise environments.
• 35 years of handson experience supporting ERP applications in a production environment preferably within Supply Chain Logistics Manufacturing or Warehouse Operations.
• Practical understanding of ITIL practices particularly Incident Problem Change Request and Service Level Management.
• Experience working in multisupplier environments and coordinating vendor performance.
• Good communication skills including structured communication during incidents.

SAP / Supply Chain Experience

• Experience triaging operational issues across applications system integrations background jobs performance and capacity.
• Understanding of SAP logistics and supply chain execution processes including warehousing and transportation flows.
• Handson experience performing proactive SAP system health performance and capacity reviews to drive preventive and corrective operational actions.
• Ability to assess business impact of incidents across supply chain operations.

Preferred Qualifications

• SAP Basis awareness (system architecture system health transports).
• Experience with SAP integrations (IDocs RFCs middleware).
• Knowledge of JD Edwards platforms and operations.
• Exposure to monitoring observability CMDB or automation practices.
• Certifications such as ITIL Foundation cloud certifications or reliability/SRErelated training.
• Experience in regulated environments (e.g. healthcare or life sciences).
• Applied AI / genAI fluency and technical understanding helping translate concepts into realworld use cases

Key Competencies

• Endtoend operational ownership with focus on reliability outcomes
• Analytical and structured problemsolving approach
• Effective coordination and communication with business partners
• Ability to balance operational delivery with continuous improvement
• Proactive riskaware decision making

What This Role Offers

• Responsibility for daytoday service reliability and operational performance within a defined SAP Supply Chain and mixed ERP application portfolio.
• Opportunity to apply and strengthen service management and reliability practices in a complex enterprise environment.
• Handson involvement in problem management major incidents and operational followthrough.
• Close collaboration with business product infrastructure and vendor teams to support stable operations.
• Practical exposure to reliability observability and operational risk management across SAP and JD Edwards platforms.

What Johnson & Johnson Offers

Working at Johnson & Johnson isnt just a job its an opportunity to build a fulfilling career with a purposeful global healthcare company guided by Our Credo!

As part of the Johnson & Johnson family youll benefit from:

• A meaningful and rewarding career contributing to healthcare solutions that impact patients lives every day
• Competitive total rewards including salary annual bonus and a strong pension and insurance package
• Flexible working arrangements supporting worklife balance
• Comprehensive health wellbeing and mental wellness programs including onsite and virtual fitness options
• Paid maternal and parental leave and familyfriendly policies
• Access to learning development and internal career opportunities across Johnson & Johnsons global organization
• Opportunities to engage with local community initiatives and social impact activities
• An inclusive collaborative workplace working with diverse international teams

Johnson & Johnson is an equal opportunity employer. We value diversity and inclusion and are committed to creating an environment where everyone is respected supported and able to contribute their best work.

We are committed to providing reasonable accommodations to individuals with disabilities throughout the application interview and hiring process. If you require an accommodation to participate in the recruitment process please let us know and we will work with you to support your needs.

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