Director, Global End User Services – Transformation, Portfolio & Execution Management

Job Description

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.

Reporting directly to the Executive Director, Global End User Services, the Director, Global End User Services – Transformation, Portfolio & Execution Management is responsible for leading a team tasked with ensuring the world class support for all client facing project executions, transformation of the client communication, awareness and budget management.

The position is also accountable for providing white glove support to our top 200 employees in our Company as well as executing flawlessly enterprise wide deployments and transformational activities to enhance and improve client computing experiences. This leadership position will focus on identifying transformational activities and alignment across all divisions to ensure end to end deployment success when any major change affecting the customer takes place. This position will focus on ensuring proper management and alignment to ensure flawless execution. In addition, this position will assist in all IT client facing trainings, communications and awareness to ensure user adoption and engagement. This role will help ensure all communications and trainings put users in the center and align with role enhancement. This position will be responsible for financial management of Portfolio and Operational spend. The position will be part of the Global End User Services Leadership Team

The Director is a key member of the Global end User Services Team and plays a critical role in supporting the Company's IT customer engagement model. The candidate is responsible for engaging with customers in a way that supports their personal computing needs and is focused on the highest potential business opportunities that will improve our impact on public health.

The candidate will work with members of the IT team to understand and identify customer needs, proactively align products and services, support pull-through activities relative to integrated strategies, and ensure that our company is viewed as demonstrating value and better IT outcomes for all users internally and externally. Responsible for ensuring all activities adhere to the spirit of providing the best customer experience in the industry.

Primary activities include:

• Work consistently with customers to demonstrate an understanding of and support for office technologies and business applications. Provide information and resources that support the IT Transformation and work needed to create the most effective working relationships. Maintain complete knowledge and understanding of our company’s IT architecture and design.

• Build trust with customers and demonstrate value to deliver high-quality engagements or interactions that deliver products/solutions with the common goal of improving business outcomes. Work cross functionally with each IT department and business unit. Work closely with top executives in the company to provide them white glove support and best in bread solutions to meet their needs.

• Collaborate with customers through solid relationship management skills and leverage customer insights to provide comprehensive solutions to previously unmet and evolving IT needs with a focus on user experience and end to end process implementation.

• Understand and appropriately converse about current IT trends per company guidance.

• Change customer behaviors by understanding beliefs and experiences and providing appropriate insight that creates a different user experience.

• Overall responsibility for planning and execution of GEUS projects that includes Business Case development, financial planning, forecasting, and tracking of spending.

Key areas of focus include:

Management:

• This is a senior leadership role within the IT organization and will be responsible for helping to set and direct the customer support strategy across the company.

• The leader will be an expert in the appropriate application and use of customer support processes, technologies & architectures.

• Will be capable of rapid and disciplined decision-making.

• Will manage a team of 10-15 support representatives & engineers in the U.S. and internationally and oversee a significant capital and expense budget.

• User Engagement: ensure optimal Executive Committee user experience.

• Training: oversee the Training function to ensure that users stay current on the latest technological advances.

• Experience Design and Improvement: work across the IT organization to improve the user experience with IT services, sites, and processes.

• Communications and Relationship Management: focus on end-user communications, training opportunities, documentation, and customer outreach.

Tasks:

User Engagement

• Supervise Executive Support Manager, Client Computing Communications & Training Leaders and jointly own and manage the IT client portfolio and finance team members.

• Perform root cause analysis to eliminate repeat issues and work with other IT teams on remediating underlying root causes.

• Optimize the EC Support workflow and follow-up procedures as they relate to escalating tickets to other IT groups and forwarding tickets to non-IT groups.

Training

• Supervise IT Trainer and oversee all IT training initiatives.

• Partner with IT Security on cybersecurity awareness training and promote compliance and participation in the cybersecurity training program.

• Work jointly with IT Support Leadership and IT Trainer to identify training opportunities based on trends in the end user inquiries submitted to the help desk.

• Work with Human Resources and professional development to evaluate the need for mandatory IT training that addresses changing job assignments of various user groups.

• Evaluate all aspects of the setup of the end user environment to achieve a seamless and intuitive experience for the end users, including office workstation setup, conference room setup, mobile experience, etc.

• Work with other IT teams on implementing improvements to all end user environments, including but not limited to changing the physical setup, updating and modernizing applications, enabling mobile access to the internal resources, etc.

• Uncover pain points and opportunities for improving the end user experience through various methods, such as interviews, workshops, surveys, etc.

• Evaluate and recommend solutions that promote user partnership across devices and geographies, such as real-time document coauthoring, desktop video conferencing, secure file sharing, etc.

• Identify new applications and tools that users would find helpful, investigate and pilot promising applications, and incorporate them in the end user environment as needed.

Communications and Relationship Management

• Create standard communication procedures for new releases, training announcements, and service changes, including but not limited to scheduled and unscheduled outages.

Skills, Knowledge, and Abilities:

• Experience with multi-OS environments (Windows, OSX, iOS, Android).

• Ability to propose, develop, and implement visions for a substantially re-imagined user experience.

• Working knowledge of network infrastructure components, workstation hardware components, Virtual Desktop Infrastructure environment, video/voice solutions.

• Self-motivated with the ability to exercise independent judgment with minimal direction.

• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments; ability to work well under pressure.

• Strong client service orientation.

Position Qualifications:

Education Minimum:

• B.A./B.S. with preference in computer science, electrical engineering, or other technical discipline.

Prerequisites:

• Minimum of 10 years’ in technology field with at least 5 in the information security or risk management area.

• 2-3 years of management and financial oversight.

• Experience in customer service and support.

Preferred :

• Leadership role in an IT Customer Support function and certifications or experience on specific security technologies and capabilities used at our Company.

• Previous experience in pharmaceutical company or other highly regulated environment is a major plus.

• M.A./M.S. desired.

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 …

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.

NOTICE FOR INTERNAL APPLICANTS

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

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

Requisition ID:R115762