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Job Details

Merck & Co. Inc.

GEUS AMER Operations Manager



Full Time

On Site


North Wales, Pennsylvania, United States

Job Description

We are seeking energetic, forward-thinking professional to join our Information Technology group. You will have the opportunity to work on global teams to identify and tackle the biggest opportunities and challenges at the intersection of healthcare, information and technology. We offer project-based rotations to help with your professional development, and a flat, collaborative environment. Overall, our strategy offers technology professionals incredible opportunities to learn from others across the globe, to challenge themselves, and to enjoy a reward that technology careers don’t often bring: the satisfaction of helping to save lives.

Manager is required to run the operations of the Global End User Services (GEUS) for AMER region. The candidate will be required to lead the team, handle the potential escalations and manage all services operations for example: Desktop OS, Core Applications, Virtual Desktop, SCCM, Mac and Messaging Operations They are also required to supervise the incidents, problems and service outages related to GEUS and drive them for resolution.

He/she will act as an escalation point and on-duty manager. He/she will manage the team of specialists and offshore contractors to address any issues in relevant areas and mitigate the impact. He will be responsible to maintain stakeholder communication, provide reporting and run the Continuous Service Improvement activities.

Primary job responsibilities include

  • Manage the GEUS operations for AMER region

  • Plan the shifts and coverage

  • Manage the emergency on-call members

  • Manage escalations and complains

  • Chair the Service degradation or outage bridge calls for GEUS area

  • Maintain, develop and expand the strategy and vision on how to operate the GEUS services.

  • Work closely with other technology and IT security teams to ensure the Global End User services are operating properly with no negative impact on user experience or productivity.

  • Contribute on major company projects like IT Transformation and run projects in GEUS Operations area.

  • Always put internal customers first and by doing so make our patients first. Understand the IT services land processes from end to end.

  • Develop and foster the C3 concept (Communication, Coordination, Cooperation) with other key supporting organizations Global Service Centre, Global Operations Centre and Global Operations Management.

  • Provide incident, problem and outage reporting and analyses the areas for improvement.

  • Open the capacity issues, weak areas and bottlenecks with relevant Engineering managers and drive the service quality improvements.

  • Ensure that the team collaborates effectively with all stakeholders. Lead discussions with stakeholders, identify pain points affecting departments and own them until the resolution is found.

  • Lead, manage and develop staff. Manage work demand within the team.

  • Manage vendors, review the vendor contracts and properly size workforce to make sure all cases are addressed within SLA times. Define KPI’s for vendors in relevant areas.

  • Review BC/DR plans for relevant areas.

  • Any relevant task assigned by supervising manager.

We offer:

  • Competitive remuneration

  • Position in a leading global healthcare company

  • Challenging career

  • Professional growth based on performance

  • Innovative and flexible working environment

  • Wide range of benefits

We are seeking professionals with the following qualifications, skills and experience:

Education Minimum Requirement:

  • MSc Degree or BSc Degree or equivalent with relevant experience in Computer Science, Computer Science Engineering, Math, or equivalent experience.

Required Experience and Skills:

  • Minimum of 8 years of experience in IT Operations preferably End User Computing

  • Proven 3+ years of the team leadership. Experience with global team leadership and matrix organization structure is a plus.

  • Strong knowledge in following areas:

  • ITIL – incident, Problem, Change and Release management

  • Escalation management

  • Root cause analysis

  • Outage communication

  • Follow the Sun operating model and shift handover

  • Vendor and KPI management

  • Strong Technical and Analytical skills and ability to adapt and rapidly learn new technologies. Demonstrated ability to think out of the box and address the issues in agile way.

  • Ability to take initiative and work with minimum direction in a highly demanding environment.

  • Excellent oral and written communication skills. Ability to express and articulate vision and plans.

Desired Experience and Skills:

  • Continuous Service Improvement

  • Experience with communication across multiple languages and cultures is an advantage

  • User Experience fundamentals

  • Crisis management basics

Our IT team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We collaborate internationally to deliver the services and solutions that help everyone to be more productive and enable innovation.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.

Invent. Impact. Inspire.


In accordance with [Register to View] all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

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We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:



No relocation

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Requisition ID:R123697