Associate Director - Service Delivery/Management job in Rahway
|Employer:|| Merck & Co.|
|State:||New Jersey (NJ)|
Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its legacy for over a century . Merck's success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare . |
Under the Clinical Delivery Lead, the Clinical Pipeline Service Lead's responsibilities include and not limited to:
•Leading and mentoring the Pipeline support team
•Handling/triaging escalated issues from business leaders
•Develops process and procedures for reporting and documenting issues, triaging until issues are completely resolved. Ensures that issue resolution is within the Service level agreements (SLA)
•Builds Key Performance Indicators to monitor, measure and improve team's performance to provide outstanding and beyond expectations support to our business teams. Identify common/repeated support issues and propose/implement automated solutions to eliminate further redundant support and improve customer experience
•Collaborates with IT leaders to establish SLAs, develop policies, procedures, and promote technology and services that improve work place productivity
•Collaborates closely with external support vendors to ensure high level support services are continuously provided to our business.
•Ensure the pipeline support team is trained on all systems and applications.
•Collaborates with IT Change Management & Compliance team to ensure all compliance measurements are taken and security policies are followed.
•Partners with IT management across the organization with tact and diplomacy to promote effective problem-solving and productive outcomes. Resolves problem situations in a professional manner. Accurately communicates pertinent information - upwards, across, and downwards - to create a work environment that lends itself to world class customer service
Education Minimum Requirement:
•Bachelors or or equivalent in Computer Science, Computer Engineering
Required Experience and Skills:
•Minimum of 10 years of IT leadership experience working in a diverse global environment.
•Minimum of 5 years of engineering and solution delivery with GxP systems
•Ability to develop relationships and communicate with people at all levels of the organization (both technical and non-technical)
•Communicates exceptionally (and with candor); creating sound arguments; or to adequately represent both business and IT implications during a Major Service Disruption
•Adept at managing diverse relationships across geography and culture
•Excellent people management experience and ability effectively manage through a matrix
•Focus on business outcomes, strategic thinker with ability to prioritize team goals and activities
•Managing financial operations and budgets.
•Ability to lead and manage vendor partners
•Demonstrated ability to work independently and manage multiple teams, work streams, and projects simultaneously in a fast-paced, environment
•Proved ability to work under pressure to meet goals and expectations.
Preferred Experience and Skills:
•Experience with clinical trials data collection, management and reporting.
•Experience with Clinical capabilities including EDC, CDMS, CTMS (e.g Oracle InForm/DMW/Siebel CTMS technologies).
•Experience with Clinical Analytics and emerging technologies.
•Knowledge of strategic clinical trials vendor capabilities and product/technology road maps
Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we're counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we're inventing for life.
If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to firstname.lastname@example.org .
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Visa sponsorship is not available for this position.
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