Job Description

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 jnj.com

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:

Technology Product & Platform Management

Job Sub Function:

Reliability Engineering

Job Category:

People Leader

All Job Posting Locations:

Beerse, Antwerp, Belgium, Diegem, Flemish Brabant, Belgium, Limerick, Ireland

Johnson & Johnson Technology Services is recruiting an IT Service Reliability & Operations Manager to support the reliability, availability, and operational performance of business‑critical 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 end‑to‑end business performance across EMEA?

The role focuses on day‑to‑day operational stability and continuous improvement within a complex ERP landscape, with emphasis on SAP logistics and warehouse execution solutions supporting end‑to‑end 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 SAP‑centric 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.
• 3–5+ years of hands‑on 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 multi‑supplier 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.
• Hands‑on 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/SRE‑related training.
• Experience in regulated environments (e.g., healthcare or life sciences).
• Applied AI / genAI fluency and technical understanding, helping translate concepts into real‑world use cases

Key Competencies

• End‑to‑end operational ownership with focus on reliability outcomes
• Analytical and structured problem‑solving approach
• Effective coordination and communication with business partners
• Ability to balance operational delivery with continuous improvement
• Proactive, risk‑aware decision making

What This Role Offers

• Responsibility for day‑to‑day 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.
• Hands‑on involvement in problem management, major incidents, and operational follow‑through.
• 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 isn’t just a job — it’s an opportunity to build a fulfilling career with a purposeful global healthcare company guided by Our Credo!

As part of the Johnson & Johnson family, you’ll 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 work‑life balance
• Comprehensive health, wellbeing, and mental wellness programs, including on‑site and virtual fitness options
• Paid maternal and parental leave and family‑friendly policies
• Access to learning, development, and internal career opportunities across Johnson & Johnson’s 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.

Required Skills:

Preferred Skills:

Consistency, Developing Others, Green Manufacturing, Human-Computer Interaction (HCI), Inclusive Leadership, Leadership, People Performance Management, Performance Measurement, Process Control, Product Development Lifecycle, Product Reliability, Quality Processes, Risk Management, Root Cause Analysis (RCA), Software Development Management, Software Reliability Engineering, Standard Operating Procedure (SOP)