EMEA Deliver Customer Service Lead

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

Customer Management

Job Sub Function

Customer Service Operations

Job Category

People Leader

All Job Posting Locations:

Prague, Czechia, Umkirch, Germany, Wokingham, Berkshire, United Kingdom, Zug, Switzerland

Job Description

Johnson & Johnson Services is recruiting for Deliver Customer Service Lead, overseeing MT SC ERP Business Platform Operations in EMEA. This position may be based in any J&J MedTech office location within the EMEA region.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science -- bringing innovative ideas, products, and services to advance the health and well-being of people. Employees of Johnson & Johnson collaborate with partners in health care to touch the lives of over a billion people every day, throughout the world.

Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and MedTech and diagnostics markets. Growing on a diverse company culture, celebrating the uniqueness of our employees, and committed to inclusion. Proud to be an equal opportunity employer.

The EMEA Deliver Customer Service Lead, SC ERP Business Platform Operations Enablement will be part of the MedTech SC Digital Transformation organization, a multi-year global business transformation initiative that will modernize our end-to-end Supply Chain digital capabilities by harmonizing our ecosystem of 40+ ERP systems, standardizing core business processes across Plan, Source, Make, Quality, Deliver, and Data, and enabling our holistic operational strategy through a single SAP S/4HANA instance.

This role will help ensure that the core SAP S/4HANA ERP platform regional and functional enablement structures, processes, and governance are in place to meet the evolving needs of the business function(s) within scope. The role will serve as the primary Operate State point of contact for the supported business function(s) within the EMEA region. This position reports to the EMEA Deliver Customer Service Manager, and is accountable for guiding and executing business platform operations across the assigned business area.

Key Responsibilities

• Serve as the primary EMEA Operate State contact for the supported Deliver Customer Service business area, ensuring effective coordination between business stakeholders, Super Users, Global Product Owners, Technical Owners, and JJT.
• Build strong, collaborative relationships with end users, Super Users, and global platform teams to foster alignment, adoption, and effective use of the SAP S/4HANA platform.
• Coordinate and facilitate standardized regression testing processes within the business function, ensuring consistency, quality, and alignment with release and deployment timelines.
• Guide persona-based security role design and maintenance in alignment with global standards, business requirements, and compliance expectations.
• Identify, track, and analyze business errors, coordinate resolution efforts, facilitate escalation management, and identify trends for continuous improvement.
• Partner with the Super User community to manage platform enhancement requests, ensuring alignment with global design governance, business value, and functional priorities.
• Enable smooth transition of newly deployed users from hypercare to Operate State, ensuring readiness, adoption, and a positive onboarding experience.
• Lead intake, assessment, and prioritization of platform demands from the supported area, managing funding alignment, governance interdependencies, and backl