Sr. Director, Hotels & Resorts defining and evolving Virtuoso’s global hotel portfolio strategy. Leading strategic partnerships and ensuring high - quality, differentiated network of partners.
About the role
- Director of GS Service Management at Johnson & Johnson overseeing service management framework. Leading service delivery standards and improving customer satisfaction across global services.
Responsibilities
- Design and implement a GS service management framework aligned to ITIL best practices and enterprise operating models
- Define the service management strategy, governance and roadmap to improve operational efficiency, service reliability, and customer satisfaction
- Establish clear ownership accountability and performance standards for all service domains
- Partner with functional and technology leaders to integrate service management into transformation and digital initiatives
- Lead a global team of service managers, ensuring regional alignment with central policies and service delivery standards
- Act as the primary liaison between service operations and key business units, ensuring service expectations are met and exceeded
- Champion continual service improvement initiatives by analyzing performance data, customer feedback, and incident trends
- Lead the creation, standardization and ongoing management of the GS service catalog, defining clear service offerings, SLAs, and performance metrics
- Ensure service management practices adhere to compliance, security, and audit requirements globally
- Drive a culture of service excellence, accountability, and process discipline across the global services team
Requirements
- A minimum of a bachelor’s degree is required
- A minimum of 10 years’ experience is required
- Ability to partner with, influence and effectively communicate with all levels of the organization, including senior management is required
- Ability to work in ambiguous situations, proactively identifying and mitigating process risks within a cross-functional, global organization and effectively lead and govern decision-making bodies is required
- Strong conflict management, communication and framing skills along with proven interpersonal, negotiating and influencing skills are required
- The role may require up to 10% domestic and/or international travel.
Benefits
- medical
- dental
- vision
- life insurance
- short- and long-term disability
- business accident insurance
- group legal insurance
- pension
- 401(k) savings plan
- vacation – up to 120 hours per calendar year
- sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year
- holiday pay, including Floating Holidays – up to 13 days per calendar year of Work
- Personal and Family Time - up to 40 hours per calendar year
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