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Job Function:
Technology Product & Platform Management
Job Sub Function:
Technology Operations Support
Job Category:
People Leader
All Job Posting Locations:
São José dos Campos, São Paulo, Brazil, São Paulo, Brazil
Job Description:
The Senior Manager, Global Network Stable Services is accountable for the strategy, governance, performance, and continuous improvement of the global Network Stable Services organization supporting J&J’s enterprise, manufacturing, laboratory, and distribution environments.
The position provides global leadership for the intake, solutioning, planning, implementation, compliance, and delivery of small-project network service requests. The scope includes LAN, WAN, wireless, network security, load balancing, IP address management, change management, asset and configuration management, documentation, and related network lifecycle activities.
The Senior Manager leads globally distributed internal and managed-service teams and works across Network Operations, Engineering, Delivery, Information Security, Service Introduction, Quality and Compliance, and Regional Technology organizations. The position ensures that network requests are delivered with high quality, consistently, efficiently, and in accordance with J&J standards, while accelerating automation, improving service quality, and strengthening ownership across the complete request lifecycle.
The Stable Team operates globally to meet regional IT service-request demand. The team responsibilities include service-request intake, network solutioning, implementation planning, deployment services, change management, compliance support, asset management, solution review, Records of Change, MACD coordination, and service documentation.
Major Duties and Responsibilities
25% | Global Stable Services Leadership and Governance
- Define and execute the global strategy, operating model, governance framework, and service roadmap for Network Stable Services.
- Provide leadership across globally distributed internal resources, regional leads, contractors, and managed-service providers.
- Establish clear service ownership, decision rights, escalation paths, capacity priorities, and performance expectations.
- Ensure consistent processes and service outcomes across regions while addressing local business, regulatory, and operational requirements.
20% | Service-Request Intake, Solutioning, and Delivery
- Provide end-to-end governance for network service requests, from intake and requirements assessment through solutioning, planning, implementation, validation, documentation, and closure.
- Oversee delivery of non-project requests involving LAN, WAN, wireless, network security, load balancing, IPAM, cabling coordination, and related infrastructure services.
- Ensure requests are appropriately categorized, prioritized, assigned, tracked, and completed within established delivery commitments.
- Improve the service catalog and intake model to distinguish business demand, engineering activities, operational remediation, service maintenance, and internal network housekeeping.
Stable Team demand includes business-unit requests, engineering initiatives, operational prevention and remediation, deployment guidance, configuration standardization, service maintenance, licensing, documentation, and support for global network initiatives.
15% | Change Quality, Compliance, and Operational Readiness
- Ensure network implementations comply with J&J change-management, security, quality, asset-management, documentation, and operational-readiness requirements.
- Govern the quality of implementation plans, Records of Change, testing evidence, rollback plans, configuration documentation, CMDB updates, and service-transition activities.
- Partner with Service Introduction, Quality and Compliance, Information Security, Operations, and Engineering to confirm that new and modified services are secure, supportable, and ready for production.
- Drive timely remediation of compliance gaps, audit observations, documentation deficiencies, and recurring process failures.
15% | Managed-Service and Supplier Performance
- Provide senior governance for managed-service providers and strategic suppliers supporting Stable Services.
- Establish measurable expectations covering service quality, delivery commitments, technical capability, resource readiness, knowledge management, compliance, and customer experience.
- Lead operational reviews, service-improvement plans, escalation management, resource planning, and supplier-performance discussions.
- Ensure supplier capacity and skills remain aligned with global demand, technology roadmaps, and J&J operational standards.
10% | Automation, AI and Continuous Improvement
- Identify and prioritize opportunities to automate recurring network requests, implementation activities, validation controls, documentation, and service workflows.
- Partner with Network Automation, Engineering, Operations, and data teams to convert repeatable work into scalable and governed automation and AI products.
- Reduce manual effort, delivery cycle time, process variation, and implementation risk through standardization, reusable designs, and automated controls.
- Measure automation adoption and realized outcomes, including productivity, request reduction, quality improvement, and service reliability.
10% | Performance Management and Executive Reporting
- Define and own Stable Services performance measures, dashboards, governance reports, and improvement targets.
- Monitor demand, backlog, delivery timeliness, change quality, compliance, customer satisfaction, automation adoption, resource capacity, and regional performance.
- Use service data to identify recurring demand, bottlenecks, control gaps, and opportunities to improve the service catalog and operating model.
- Present performance, risks, priorities, investment needs, and improvement recommendations to senior leadership.
5% | People and Capability Development
- Build a high-performing, inclusive, and globally connected organization.
- Coach and develop employees, regional leaders, contractors, and service-provider teams.
- Establish capability plans covering network technologies, service management, automation, compliance, data-driven decision-making, and stakeholder engagement.
- Promote knowledge sharing, succession planning, accountability, and continuous learning across the global service.
Required Qualifications
Education
- Bachelor’s degree or equivalent experience in Computer Science, Information Technology, Telecommunications, Electrical Engineering, or a related discipline.
Experience
- Minimum of 10 years of related experience in enterprise networking, network delivery, infrastructure operations, or technology services.
- Minimum of 5 years of experience leading people, global technical teams, contractors, or managed-service providers.
- Demonstrated experience managing complex network service delivery across multiple regions and time zones.
- Demonstrated experience governing third-party suppliers or managed-service providers in a large enterprise environment.
- Experience working with formal change management, service management, compliance, and operational-readiness processes.
Required Knowledge, Skills, and Abilities
- Fluent English
- Strong knowledge of enterprise LAN, WAN, wireless, network security, load-balancing, IPAM, Cloud connectivity and associated infrastructure services.
- Strong understanding of end-to-end network service-request delivery, including intake, requirements analysis, solutioning, implementation planning, change execution, testing, documentation, and transition to support.
- Demonstrated ability to lead cross-functional initiatives involving Network Operations, Engineering, Delivery, Information Security, Quality, Service Management, and business technology teams.
- Experience establishing service governance, operational metrics, management dashboards, and continuous-improvement plans.
- Strong vendor-management, negotiation, financial-awareness, and service-performance-management capabilities.
- Ability to translate complex technical and operational matters into clear business risks, decisions, and recommendations.
- Strong analytical, problem-solving, prioritization, and executive-communication skills.
- Ability to operate effectively in a global, matrixed, multicultural, and regulated environment.
Preferred Qualifications
- Master’s degree in Technology, Engineering, Business Administration, or a related field.
- Experience in healthcare, pharmaceuticals, medical devices, manufacturing, or another regulated industry.
- Experience with network automation, Infrastructure as Code, workflow orchestration, AI-enabled operations, or self-service network delivery.
- Experience with ITIL-aligned service management, ServiceNow or IRIS workflows, asset management, and CMDB governance.
- Knowledge of Cisco enterprise networking, SD-WAN, wireless infrastructure, firewalls, F5 load balancing, Infoblox, and network-access-control technologies.
- ITIL, PMP, Agile, Cisco, or equivalent industry certification.
People Management
This is a people-leader position requiring experience directly and indirectly managing employees, contractors, technical specialists, regional teams, and managed-service providers.
Required people-management experience: 5 years or more.
Key Working Relationships
Internal
- Global Network Operations
- Network Engineering and Architecture
- Network Delivery and Release Management
- Network Automation and Tools
- Information Security and Risk Management
- Service Introduction
- Quality and Compliance
- Asset and Configuration Management
- Regional Technology and site-support organizations
- Procurement, Finance, Human Resources, and Legal
External
- Network managed-service providers
- Technology suppliers and original equipment manufacturers
- Field-service and deployment partners
- Consulting and professional-services organizations
Success Measures
- Request delivery timeliness and backlog health
- Change success and implementation quality
- Compliance, documentation, and CMDB accuracy
- Customer and stakeholder satisfaction
- Service-provider performance and accountability
- Automation and AI adoption and reduction of manual work
- Delivery productivity and cycle-time improvement
- Regional consistency and global process adoption
- Reduction of recurring delivery defects and escalations
- Workforce capability, engagement, and succession readiness
Required Skills:
Preferred Skills:
Business Case Modeling, Compliance Management, Developing Others, Empowering People, Human-Computer Interaction (HCI), Inclusive Leadership, IT Service Management (ITSM), Leadership, Product Knowledge, Product Lifecycle Management (PLM), Quality Assurance (QA), Resource Planning, Service Request Management, Software Development Management, Team Management, Technical Credibility, Technical Support, Technical Writing