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Job Details

Merck & Co, Inc

HR Service Delivery Manager ( MERCUSR178831ENUS)

Customer Service

Assistant Manager



Charlotte, North Carolina, United States

Job Description

New hires in office-based roles in the US & Puerto Rico will be required, subject to applicable law, to demonstrate that they have been fully vaccinated for COVID-19 or qualify for a medical or religious exemption to this vaccination requirement that can be accommodated without an undue burden to the operation. However, subject to applicable law, employees working in roles that the Company determines require routine collaboration with external stakeholders, such as employees in health services, customer facing commercial, or research based roles, will be required to be fully vaccinated as a condition of employment.

In April 2020, our Company announced plans to consolidate our New Jersey campuses into a single New Jersey headquarters location in Rahway, NJ by 2023. Therefore, this role will be temporarily based in a and exact timing of the departmental move to Rahway, NJ will be communicated at a future date.


The Service Delivery Manager is responsible for the delivery of HR services across the Americas, and reports to the Director of the region. The HR Service Delivery function reports into a broader HR Operations organization that is highly matrixed regionally and globally.

The Service Delivery Manager oversees a team of 15 employees with 3 direct reports. Major areas of responsibility include:

  • Overseeing and managing the delivery of HR Services for the Americas region, with internal teams located across the region and externalized service providers accountable for multiple countries.

  • Supplier relationship management for four main outsourced suppliers – 1) HR Call Center which provides support related to policy, process, and data transactions; 2) Leave of Absence and Accommodations; 3)Employment/Unemployment; 4) Outplacement.

  • Serving as point of escalation for service issues, identifying a resolution path and partnering with regional and country level resources to ensure continued service improvement. Including engaging regionally and globally, with HR Directors and HR Operations colleagues, to drive sustained and long-term service excellence.

  • Continually monitoring and optimizing how services are delivered, identifying areas for improvement and automation, ensuring that service levels are met, and driving a positive customer experience.

  • Regional ownership of the HR service delivery catalogue, driving adoption of standard service offerings and harmonization of services.

  • Forecasting volumes for internal teams and external suppliers based on knowledge of the business

  • Coaching and alignment of HR Service Delivery teams (internal and outsourced) with a focus on instilling desired ways of working and ensuring that all parts of the HR organization deliver as one, to the benefit of client groups. This requires close partnership with HR Operations peers, HR Business Partners and HR Centers of Excellence (CoEs).

  • Creating an environment where disbursed teams feel engaged and part of one team, with clear priorities and aligned strategy. Driving employee and organizational development aligned global and regional strategies.


  • Bachelors or Master’s Degree required.

  • A minimum of 8 years of relevant experience to include demonstrated business success working through all aspects of HR service delivery. Advanced experience with benefit policies, leave of absence, and accommodations preferred.

  • Demonstrated experience in managing outsourced and insourced Service Delivery in a team leader function.

  • Previous experience managing a staff that is disbursed across multiple locations.

  • Advanced Workday and ServiceNow knowledge.

  • Demonstrated knowledge and understanding of project management, automation and continuous improvement technologies and approaches.

  • Proven knowledge and understanding of the HR Operating model in a global organization.

  • Excellent communication and influencing skills with a focus on prioritization.

  • Demonstrated ability to work in teams and collaborate / partner with others from across the business and regions.

  • Problem-solving and root cause identification skills.

  • Ability to work effectively at all levels in an organization.

Our Support Functions deliver services and make recommendations about ways to enhance our workplace and the culture of our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

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 …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.


In accordance with Managers' Policy - Job Posting and Employee Placement, 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.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement​

OFCCP EEO Supplement

Pay Transparency Nondiscrimination

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., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, 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

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID:R178831