Service Operations Lead

Description

Service Operations Lead

Kenvue are recruiting for a Service Operations Lead, also known as a Platform Reliability Engineer.

This position reports into Supply Chain ERP Platform Service Owner and is based at High Wycombe, UK, or any other Kenvue Consumer Health location in EMEA or 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’ hearts and homes.

Join us in shaping our

future–and yours.

What will you do

The Service Operations Lead (also known as the Platform Reliability Engineer) is accountable to the Platform Service Owner for delivery of Operations Service Support activities completed by Managed Vendors consultants and is accountable for the Reliability and Availability of all Operations Services.

They are responsible for ensuring that Supply Chain ERP Systems (SAP and iSeries) remain available, stable, and reliable through effective delivery of Operations Services. Our Business-Critical ERP systems enable manufacturing and sales and business processes include planning, customer relations, order processing and distribution, financial management and business reporting.

The Service Operations Lead is responsible for all ticketed event management activities, as well as recurring continuity and availability activities such as maintenance and software releases.

The Service Operations Lead is a generalist in nature, with curiosity and a desire to move through management into leadership, taking ever greater accountability, while focusing on ensuring the ERP Operations Services provide meaningful, value driven support which serve to enable and ensure business agility and capability.

The ability to quickly and effectively switch context from one specialist area to the next, and complete against often stretched timelines, leading the Service Support teams to success, while engaging and communicating clearly with senior management is essential.

Key Responsibilities

The Service Operations Lead is responsible for the following activities:

• Availability Management

o Ensure that the level of Service Availability delivered in all Services is meets or exceeds the current and future needs of the Business and IT, in compliant and cost-efficient manner.

• Incident Management

o Ownership of Incident Management processes and restoration of Operational Services to agreed levels within agreed SLAs

• Critical Incident Management

o Ownership and management of all Critical Incidents on or impacting the ERP platforms

o Be the first point of contact for GCC in case of service disrupting Critical Events on the ERP Platforms

• Problem Management

o Ownership of all Problems from creation/detection, through Root Cause Analysis into Known Error, Corrective and Preventative activities

• Request Fulfilment Management

o Ownership of the Request Fulfilment process and catalogues to help enable and ensure business agility

• Break Fix Change Management

o Ownership and Approval of all break-fix solutions required to address Incident and Problem Management outcomes

• Operational Support Managed Vendor Management

o Ownership of the day-to-day Managed Vendor Resources ensuring excellence and cost effectiveness in service delivery

• Infrastructure and Application Maintenance Planning and Liaison

o Ownership of the Application Maintenance activities and delivery

o Manage all Application CIs in the CMDB and other duties as the Technical Application Owner

• Maintenance Support Management

o Monthly Maintenance Support Management

o System Refresh Support Management

o Disaster Recovery Testing Management

• Continuous Service and Process Improvement

o Embrace continuous improvement as a culture within the team focusing

• Deliver on Excellence and Customer Liaison

o Work across boundaries and create and effective network of contacts and become respected leader

Qualifications
 

What we are looking for

Required Qualifications and Experience

• A background in IT, especially in FMCG Supply Chain or Manufacturing with a minimum of 6 years of relevant experience

• Experience with Service/Technical Management Lifecycle Processes

• Demonstrable experience of Process Management, Negotiation, Influencing and Resolution skills

• Clear and effective verbal and written communication (English Language) in a technical and non-technical voice and presenting to senior management

• Experience in managing and leading matrixed teams across multiple locations

Desired Qualifications and Experience

• Exposure to SAP ERP and IBM iSeries in Manufacturing and SAP Sales and Distribution

• Project Management using Agile and Waterfall

• Change and Release Management

• ITIL Qualified – Foundation 3 or 4

• Lean/Six Sigma and continuous improvement experience

• Robot (process) Automation and Artificial Intelligence implementation

• Kepner Tregoe and other Problem Management tools

• This role may involve some travel

What’s in it for you

• Joining the world’s best Consumer Health Company

• Competitive Benefit Package depending on location

• Remote and Hybrid working depending on Location

• Paid Vacation, Volunteering Time, & More!

• Learning & Development Opportunities

• Employee Resource Groups

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location Asia Pacific-India-Karnataka-Bangalore

Job Function Info Technology