IT Service Reliability & Operations Manager – SAP Supply Chain (EMEA)

About the Company

Johnson & Johnson is a global healthcare organization focused on advancing innovation across medicines and medical technology. The company works to prevent, treat, and cure complex diseases while creating smarter, less invasive, and more personalized solutions for patients worldwide.

Guided by Our Credo, the organization emphasizes respect for employees, inclusion, and recognition of individual merit, while fostering a workplace that values diversity and dignity.

Role Overview

Johnson & Johnson Technology Services is looking for an IT Service Reliability & Operations Manager to help maintain dependable, high-performing supply chain applications across the EMEA region. This role centers on the stability and operational health of critical business systems, including SAP and JD Edwards, with a strong focus on supply chain execution, logistics, and warehouse operations.

The position is based in Beerse or Diegem, Belgium, or Limerick, Ireland, and involves close partnership with business stakeholders, application teams, infrastructure groups, product line owners, and external vendors.

Core Focus

The manager will take ownership of service reliability outcomes for a defined application portfolio. The role combines problem management, major incident leadership, and day-to-day service operations oversight. In addition to direct ownership of reliability and incident response, the role also provides governance and coordination across IT service management processes in a mixed SAP-centric ERP environment.

Key Responsibilities

• Maintain dependable application services by actively tracking availability, performance, and capacity in collaboration with application and infrastructure teams.
• Lead major incident response efforts to recover services quickly, limit business disruption, and keep communication clear for resolver teams and vendors.
• Own the full problem management process across the portfolio, including root cause analysis and follow-through on corrective actions to reduce repeat incidents.
• Strengthen observability across SAP and mixed ERP landscapes by reviewing system health, performance, and capacity signals to identify risk early and avoid service decline.
• Provide oversight for core operational governance activities, including security, change, knowledge, vendor, and continuous improvement processes, to support compliant and efficient service delivery.

Required Experience and Qualifications

This position calls for strong experience in IT service management, application operations, reliability engineering, or production support in large enterprise settings. Candidates should also have practical experience supporting ERP applications in production, ideally in supply chain, logistics, manufacturing, or warehouse environments.

A solid working knowledge of ITIL practices is expected, especially incident, problem, change, request, and service level management. Experience in multi-vendor environments and the ability to coordinate supplier performance are also important.

Applicants should be comfortable with structured communication during incidents and should understand how to assess and communicate business impact when service issues affect supply chain operations.

SAP and Supply Chain Expertise

The role requires experience troubleshooting operational issues involving applications, integrations, background processing, performance, and capacity. A working understanding of SAP logistics and supply chain execution, including warehousing and transportation flows, is important.

Hands-on experience in reviewing SAP system health, performance, and capacity to support preventive and corrective actions is also needed. Familiarity with SAP Basis concepts, including architecture, system health, and transports, is preferred. Experience with SAP integrations such as IDocs, RFCs, and middleware is an added advantage, along with knowledge of JD Edwards platforms and operations.

Preferred Background

Additional strengths include exposure to monitoring, observability, CMDB, or automation practices, and certifications such as ITIL Foundation, cloud credentials, or reliability/SRE-related training. Experience in regulated industries such as healthcare or life sciences is also valued.

The company also welcomes applied AI and generative AI fluency, especially the ability to translate emerging concepts into practical business use cases.

Key Competencies

• Strong end-to-end ownership with a clear focus on reliability outcomes
• Structured and analytical problem-solving ability
• Effective coordination and communication with business stakeholders
• Capacity to balance operational delivery with ongoing improvement
• Risk-aware and proactive decision-making

What the Role Provides

• Direct responsibility for the daily reliability and operational performance of a defined SAP supply chain and mixed ERP application portfolio.
• Practical exposure to service management and reliability practices in a complex enterprise setting.
• Hands-on involvement in problem management, major incident handling, and operational follow-up.
• Close collaboration with business, product, infrastructure, and vendor teams to keep operations stable.
• Opportunity to work with reliability, observability, and operational risk management across SAP and JD Edwards platforms.

What Johnson & Johnson Offers

The organization offers a career with purpose, backed by a global healthcare mission and a strong people-focused culture. Benefits include competitive compensation with salary, annual bonus, pension, and insurance; flexible work arrangements; health, wellbeing, and mental wellness support; paid maternal and parental leave; learning and development opportunities; internal mobility across the global organization; community involvement opportunities; and a collaborative, inclusive environment with diverse international teams.

Equal Opportunity and Accommodations

Johnson & Johnson is an equal opportunity employer committed to diversity, inclusion, and a respectful workplace. Reasonable accommodations are available for individuals with disabilities during the application, interview, and hiring process if needed.

Additional Notes

This is a people leader role within the Technology Product & Platform Management function, under the Reliability Engineering sub-function. The hiring locations mentioned for this role include Beerse, Antwerp, Belgium; Diegem, Flemish Brabant, Belgium; and Limerick, Ireland.