Senior Manager - ITSM Portal and Catalog

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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

Job Function

Technology Product & Platform Management

Job Sub Function

Technical Product Management

Job Category

People Leader

All Job Posting Locations:

BE017 Turnhout, BE020 Brussels, GB006 High Wycombe, GB017 Pinewood, IE007 Castletroy Limerick

Job Description

Are you ready to transform employee interactions with IT? Johnson & Johnson seeks a visionary Senior Manager to lead the evolution of our Enterprise Technology Service Portal and Catalog. This is not just another ITSM role, it’s a chance to define intuitive, seamless self-service experiences that truly matter. This role can be located in High Wycombe/Pinewood, UK, Turnhout/Brussels, Belgium or Limerick, Ireland. This position will work a hybrid schedule and be in office three days a week.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

Raritan, NJ, United States - Requisition Number: R-000571

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

We are excited to offer an outstanding opportunity to join our team as the Service Portal & Catalog Senior Product Manager.

This leadership position will be part of the Service Management Office (SMO) which is responsible for ensuring IT Service Management (ITSM) best practices and platforms are effectively leveraged to support and underpin the operational management of business applications, infrastructure and associated services across the enterprise.

The candidate would be a leader who demonstrates a true sense of grit - providing product leadership of the Service Portal, management of the request Catalog service as well as ownership and governance of the Service Request and Service Portfolio Management practices. They would assume people leadership of three FTEs and an associated request catalog development team.

The Senior Manager will lead in defining, maintaining, and driving strategic roadmaps for these key ITSM practices. This role will also act as Product Manager for the enterprise Technology Service Portal driving an optimal experience for our end users globally.

Key Responsibilities

• Portal Product Management - Evolve our enterprise service portal by applying design thinking, AI-powered automation, and user-centric innovation to make it a more smarter and efficient tool for our global workforce. Manage the product backlog that balances quick value with transformative long-term initiatives.
• TS Service Catalog Management - product ownership of the TS Service Catalog (hosted within the Service Portal) which will enable an intuitive channel providing a comprehensive view of all services offered by the Technology Services organization. This will include ownership of associated Service Lifecycle Governance.
• Request Catalog Service Management - advance our service request catalog by focusing on automation, streamlined workflows and fulfillment through a seamless experience.
• Practice Leadership & Strategy - providing strategic direction and fostering a culture of continuous improvement within service request and service portfolio management practices.
• Collaborate & Influence – Partner with the Portal product team including members from the End User Services team, the ServiceNow platform team and IT/Business owners across the company.
• Lead an Incredible Team – Inspire and guide a dedicated team, including request catalog, service portfolio and development leads.
  
  

Qualifications

• A Bachelor’s degree or equivalent work experience
  
  

Required

Experience and Skills:

• ITIL awareness and understanding
• Proven experience in ITSM, Product Management, or Digital Service Transformation.
• A product-centric attitude with a startup mentality focused on user value
• Solid understanding of UX, service design, and experience analytics.
• Ability to translate business needs into innovative digital solutions.
• Experience leading cross-functional teams and product roadmaps.
• Passion for automation, AI, and next-gen service delivery.
  
  

Preferred

• Experience with ServiceNow, especially in Employee Center and request catalog workflows and associated management
• Understanding and experience of ServiceNow CSDM model
• ITIL certification
  
  

Other

• Travel domestic/international opportunities 10%
  
  

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 by 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 and 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, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.