Description

Service Manager (ERP)

Kenvue is recruiting for an IT Manager

This position reports into ERP Platform Service Owner and is based in Kenvue GCC, India, and may have remote and Hybrid work opportunities.

Who we are

At Kenvue, part of the Johnson & Johnson Family of Companies, we believe there is extraordinary power in everyday care. Built on over a century of heritage and propelled forward by science, our iconic brands-including NEUTROGENA ®, AVEENO ®, TYLENOL ®, LISTERINE ®, JOHNSON'S ® and BAND-AID ® -are category leaders trusted by millions of consumers who use our products to improve their daily lives. Our employees share a digital-first mindset, an approach to innovation grounded in deep human insights, and a commitment to continually earning a place for our products in consumers' heart and homes.

The IT Manager will support the ERP Applications. This role will be responsible for Service Level Management, Application & Technology Portfolio Management, Change Management, Knowledge Management, Compliance Activities, and Continuous Service Improvement. Responsible for the End to End experience of our customers and how our systems perform using industry-leading tools and approaches.

Key Responsibilities

• Service Level Management

Ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. Responsible for full SLM Lifecycle (Create SLAs/OLAs/Contracts, Define Service Level Requirements, Monitor & Report on Service Levels, Perform Service Level Reviews).

• Application & Technology Portfolio Management

Manage and maintain the portfolio of business applications under AM support and ensures CMDB data accuracy. In partnership with App Dev and Infrastructure, identify ALM/TLM initiatives for inclusion in the PLO business plan.

• Change Management

Act as a change manager for changes related to releases & break fix.

• Knowledge Management

Promote KM best practices and champions improvement initiatives. Contribution and continued maintenance of KAs to repositories & coaching resources within the organization. Responsible for Knowledge Lifecycle (IT Knowledge Strategy, IT Knowledge Capture, IT Knowledge Structuring and Retention, IT Knowledge Access and Sharing).

• Continuous Service Improvement

Utilizing KPIs and the voice of customers to identify & implement service improvement opportunities, self-service capabilities & automation to improve the overall service delivery. Collaborate with Technology Product Owners, and other Service Managers to identify and implement service management process improvements.

• Work directly with Business partners/Technology Product Owners/developers/SaaS vendors/architects to drive solutions to build stronger more reliable SAP-Corporate Finance Business Services.
• Interact with technologists around the world building global and regional services and relationships with some of the most passionate, dedicated, and caring individuals in the world.

What we are looking for

Required Qualifications and Experience

• Required 8 years of experience supporting platforms with wide variety of SAP applications and technology components such as SAP S4/HANA, SAP BW4HANA, SAP BOBI, SAP SLT, ECC, BW, GRC, SAP Business Objects, NetWeaver Portal, Process Orchestration, Gateway/Fiori, LVM, Web Dispatcher and HANA.
• Experience working in one or multiple functional areas of supply chain.
• Expertise in ITIL processes (incident management, change, problem, release management) and operations management.
• Manage high-performance team, focused attention on performance metrics, procedural guidance, and continuous process improvement.
• Experience working with SAP Products, echo system and one or more other technologies such as Informatica, Tableau, WebMethods.
• Have strong systematic problem-solving experience, a sense of accountability, ownership, and drive.
• Ability to build, champion, and manage partner relationships as an application service manager.
• Good communication verbal & written; creating sound arguments, or to adequately representing both business and IT implications during a Major Service Disruption.

Desired Qualifications and Experience

• SAFe RTE Certification or Certified Scrum Professional (CSP), PMP, or SAP certifications.

• Experience with Cloud-based SAP solutions (SAP BTP, AWS, Azure, GCP integration).

• Exposure to DevOps, CI/CD pipelines, and automation within SAP environments.

• Background in business process optimization and SAP best practices.