EMEA Deliver Customer Service Lead

Johnson & Johnson

Deliver Customer Service Lead overseeing EMEA business operations for Johnson & Johnson MedTech. Collaborating on SAP S/4HANA systems and customer service strategies to improve effectiveness.

Posted 7/22/2026full-timePrague • CzechiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in SAP S/4HANA platform enablement and transformation within the healthcare industry, focusing on operational efficiency, stakeholder management, and continuous improvement. Proven ability to lead cross-functional collaboration and manage complex project timelines while fostering strong relationships with business partners.

Highest-signal resume keywords

SAP S/4HANA ArchitectureERP Platform EnablementOperations ManagementStakeholder ManagementCustomer Service Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

ERP TransformationData Quality ManagementRegression TestingKPI TrackingProject Management

Soft Skills

Analytical SkillsProblem-SolvingInterpersonal SkillsInfluencing SkillsCollaboration

Industry Keywords

HealthcareCustomer ServiceSupply ChainOperational TechnologySuper User Certification

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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 backlog prioritization.
Partner with the Master Data Governance team to implement a coordinated data support model that strengthens data quality, consistency, and operational reliability.
Drive KPIs and Control Tower metrics for the supported business function(s), partnering with stakeholders to ensure visibility, issue tracking, proactive risk mitigation, and continuous improvement.
Contribute to the design and delivery of the Super User Certification program, including curriculum development, training execution, engagement tracking, and competency validation.
Oversee Super User communities within the assigned area, ensuring ongoing training, onboarding, engagement, knowledge sharing, and proactive succession planning.
Maintain and continuously improve tools, processes, and governance routines within the Operate State enablement model to enhance efficiency and effectiveness.
Provide functional guidance for projects impacting SAP S/4HANA in the supported area, collaborating with cross-functional teams to ensure business requirements are reflected in system design, testing, deployment, and sustainment.

Requirements

What you’ll need

Minimum bachelor’s degree required.
Minimum of 3 years of experience in Operations, Supply Chain, Customer Service, or large-scale ERP transformation programs required.
Minimum of 3 years of ERP platform enablement and/or transformation experience in the healthcare or health services industry required.
Thorough knowledge of Deliver Customer Service management principles required; experience applying these principles and processes within an SAP environment is highly preferred.
Excellent analytical, problem-solving, communication, and stakeholder management skills required.
Ability to work collaboratively in a fast-paced, complex, and cross-functional environment required.
Strong understanding of SAP S/4HANA architecture, modules, and implementation lifecycle required.
Strong interpersonal and influencing skills, with demonstrated ability to collaborate across workstreams to achieve desired results required.
Experience developing, implementing, and/or sustaining operational technology processes within a Customer Service workstream, site, or team required.
Experience managing project timelines and milestones in complex business environments required.
Demonstrated ability to engage and establish relationships with business partners required.
Experience working in a complex, multi-ERP or multi-system environment required.
Ability to travel up to 25% required.

Benefits

Comp & perks

an annual bonus with set target (% of pay) depending on pay grade / location, where the actual amount is based on the employees’ and companies’ performance of the previous calendar year, or sales commissions.
vacation days
parental leave for a minimum of 12 weeks
bereavement leave
caregiver leave
volunteer leave
well-being reimbursement
programs for financial, physical and mental health
service anniversary and recognition awards
subject to the terms of their respective plans, employees - and in some location’s eligible dependents - can participate in several insurance plans.