Senior Manager, Integrated Service Design

Johnson & Johnson; Bogotá; Presencial; COP 150.000.000 - 230.000.000; Jornada completa

Descripción de la vacante

Johnson & Johnson in Bogotá invites experienced professionals to lead the end-to-end service design for the Global Services Interaction Model. You will shape governance, standardization, and measurements to deliver scalable, digital-first service experiences across regions.

The Senior Manager will collaborate with product, demand, and delivery teams to translate requirements into design that enhances customer and employee experiences while driving efficiency and consistency.

Formación

• 8–10+ years in service management, process design, or operational transformation.
• Deep knowledge of service delivery frameworks (ITIL, service lifecycle).
• Ability to drive global standardization in large organizations.
• Strong partner management with senior business and tech leaders.
• Data-driven with metrics for performance.
• Familiarity with digital service models (virtual assistants, self-service).

Responsabilidades

• End-to-End Service Design Ownership across GS interactions.
• Establish global design standards and governance.
• Ensure alignment to GS Interaction Model and digital-first strategy.
• Drive global process standardization with regional variations.
• Define taxonomies, workflows, service definitions.
• Lead process harmonization across functions.
• Collaborate with service owners on metrics (SLA, time, scores).
• Translate performance gaps into improvement initiatives.
• Engage stakeholders and align on end-to-end processes.
• Partner with Digital Product Management to translate design into product requirements.

Conocimientos

8–10+ years service management

ITIL knowledge

Global standardization

Stakeholder management

Data-driven metrics

Digital service models

Educación

Bachelor's degree in Service Design/Experience Design/Business/Technology

Herramientas

ServiceNow

Descripción del empleo

Job Function

Quality

Job Sub Function

Digital Quality

Job Category

Professional

All Job Posting Locations

Bogotá, Distrito Capital, Colombia

Job Description

The Global Services (GS) Interaction Model Demand & Service Excellence team is recruiting for a Senior Manager, Integrated Service Design. The Senior Manager, Integrated Service Design is accountable for the end-to-end design, governance, and continuous improvement of global service management processes enabled by SMT products (including ServiceNow & Genesys) that power the GS Interaction Model.

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through 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 humanity. Learn more at https://www.jnj.com/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong.

This role ensures globally standardized, scalable, and measurable service experiences across the GS Interaction Model, while balancing the need for regional/local flexibility. The role leads the end-to-end service design, bridging business partners, product teams, and service delivery to drive improved outcomes, efficiency, and employee experience. They ensure a cohesiveness in the design of our service experiences to our customers who seek our service and one that is consistent and measurable to our associates and functional leaders who are accountable to deliver it.

Key Responsibilities

End-to-End Service Design Ownership

• Lead the end-to-end service management process design across GS interactions (e.g., request, fulfillment, support, resolution).
• Establish and maintain global design standards, frameworks, and governance models.
• Ensure alignment of service design to GS Interaction Model principles and digital-first strategy.

Standardization & Process Excellence

• Drive global process standardization while accommodating necessary regional/local variations.
• Define and govern process taxonomies, workflows, and service definitions across GS.
• Lead process harmonization efforts across functions (Experience Center, HR, Finance, Procurement, etc.).

Performance Management & Continuous Improvement

• Collaborate with service owners on process performance metrics (e.g., SLA attainment, resolution time, deflection, containment, experience scores).
• Establish continuous improvement practices using data, insights, and partner feedback.
• Translate process performance gaps into improvement initiatives and new solution requirements.

Stakeholder Engagement & Alignment

• Lead cross-functional partner engagement to align on end-to-end processes and priorities.
• Serve as the design authority for service experiences, ensuring alignment between:
• Business partners
• Product management
• Service delivery teams
• Technology partners
• Facilitate governance forums to review performance, prioritize improvements, and drive decisions.

Partnership with Product & Demand

• Partner closely with Digital Product Management to translate service design into product requirements.
• Collaborate with Demand Management to shape and prioritize initiatives aligned to business outcomes.
• Ensure process design is effectively operationalized through GS Interaction Model products.

Qualifications

Education

• Minimum of a Bachelor’s degree in Service Design, Experience Design, Business, Technology or related fields

Required

Experience and Skills:

• 8–10+ years in service management, process design, or operational transformation
• Deep knowledge of service delivery frameworks (e.g. service lifecycle, workflow design, ITIL)
• Demonstrated ability to drive global standardization in complex organizations
• Strong partner management across senior business and technology leaders
• Data-driven approach with experience defining and managing performance metrics
• Familiarity with digital service models (virtual assistants, knowledge, self-service, workflow, automation, etc.)

Preferred

• Experience designing and implementing processes in ServiceNow or similar service management platforms
• Experience in shared services or global business services (GBS) organizations
• Experience driving continuous improvement programs at scale

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.].

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 under federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Preferred Skills

Compliance Management, Controls Compliance, Digital Assurance, Digital Governance, Fact-Based Decision Making, Human-Computer Relationships, Organizing, Performance Measurement, Process Optimization, Quality Control (QC), Quality Management Systems (QMS), Quality Standards, Quality Validation, Regulatory Compliance, Researching, Stakeholder Engagement, Standard Operating Procedure (SOP), Technical Credibility