End User Operations Lead | Johnson & Johnson- Singapore

Job Details:
The J&J End-User Services organization is hiring for an End User Operations Lead based in Singapore, as part of the End-User Services organization, which partners with our Managed Services Vendor in providing IT services to end users in 15 countries with multiple local languages throughout Asia Pacific. This position has a general responsibility to manage J&J’s appointed IT Vendor in the IT infrastructure and End-user support services areas, and operates closely with this Vendor to support J&J users in striving for high user satisfaction, and improving end-user work productivity. This position is a part of a global organization and collaborates with other managers globally to improve end-user services to meet J&J business requirements.
Responsibilities & Primary Duties
The responsibilities of the End-User Operations Lead include, but are not limited to:
*.Conduct weekly meetings with both Internal Business IT, and Managed Services Vendor, to review metrics, complaints, compliments, training and schedule adherence, organization and resource movement, issues, changes, and progress of service improvement plans
*.Work with Vendor to develop continuous improvement initiatives, to rectify gaps, reduce waste/defect and raise the quality/standards of End-User services
*.Representing End-User Services team on the regional Continuous Improvement/Vendor Collaboration forum to drive outcomes-focussed, continuous service improvement opportunities
*.Lead the weekly and monthly Operations Review meetings
*.Monitor the effectiveness of the service delivery of Vendor
*.Clearly define reporting requirements, and partner with J&J’s appointed Vendor to manage and generate weekly and monthly reports, provide analysis of tickets, and identify areas of improvement.
*.Fine-tune and enhance current Knowledge Management repository for ASPAC to improve on quality of search of KA article and drive consistence operation processes across ASPAC.
*.Work with Global Process owners to drive the delivery centers to adhere to processes and comply with service metrics and overall service improvements.
*.Follow up with End-Users who rated in the bottom 20% of customer satisfaction results, to gather further insights to the root causes, as part of the service improvement planning process
*.Work with the Vendor Management Office to provide reports on suppliers’ performance, escalate service issues, and support decisions on change orders
*.Assess J&J’s appointed Vendor’s resources for “Fit for Purpose” qualification, through monthly quality checks on but not limited to training records, schedule adherence, language proficiency evaluation, recorded calls, and number and types of complaints
*.Assess the Vendor’s processes for “Right first time” qualification through monthly quality checks on but not limited to resolution errors, inaccurate knowledge articles, wrong escalation, and sampling of customer feedback
*.Work with Global Process Owners and the teams managing Global/Regional IRIS Service-now, Service Request Management enhancement and “shift-left” initiatives.
*.Drive self-service support adoption in ASPAC, including end-user impact assessments, working closely with BUIT on change management, education, communications and remediation planning.
*.Manage the communication of service changes and operational issues that impact the market
*.Creative & innovative thinking and contribution to drive customer-centric end user initiatives, focused on delighting and driving a better user experience.
*.Minimum Bachelor's degree or equivalent experience is required
*.Minimum 7 years of broad IT infrastructure experience in a large global organization is required..
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