Associate. Director, Service Delivery Management:
Merck USA

Merck USA
Branchburg New Jersey
Requisition ID: SER001422

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.

Merck’s Information Technology organization partners with colleagues across the business to help serve our patients and customers around the world. Ours is a high energy team of dynamic, innovative individuals dedicated to advancing Merck’s contribution to global medical innovation by leveraging information and technology to efficiently advance the business by driving revenue and productivity.  


Merck is an innovative, global healthcare leader committed to improving health and well-being in 140 countries around the world. Our product categories include heart and respiratory health, diabetes, infectious diseases, consumer products and women's health. We continue to focus our research on conditions that affect millions of people around the world - diseases like Alzheimer's, Diabetes and Cancer - while further expanding our strengths in areas such as vaccines and biologics. We aspire to be the best healthcare company in the world and are dedicated to providing innovative solutions for tomorrow.

We are seeking energetic, forward-thinking professionals to join our Information Technology group in Prague. As part of that team, you will help launch our new IT Global Innovation Center focused on developing and applying advanced capabilities in information sciences, information security, mobility, social media and big data. 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 new Global Innovation Center in Prague 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.

Primary job responsibilities include:

  • Lead small project teams focused on small operational engineering and operation related work.
  • Ensure team’s effective collaboration with all IT colleagues across various business areas.
  • Directly support Managed Services oversight for Server infrastructure Services.
  • Be a change management steward for the region.
  • Assist in leading Major Incident resolutions globally and in the region.
  • Manage work demand within the team.
  • Lead discussions with stakeholders over Server Infrastructure incidents and issue resolution processes.


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


  • Minimum of 5 years of relevant IT technical experience in Virtualization related Infrastructure:
    o Virtual Platforms / Technologies include VMware.
  • Minimum of 2 years of relevant experience in Managed Services oversight of Core Infrastructure.
  • Strong ITIL and process discipline to ensure compliance within the managed services framework and the ability to identify and implement process improvements.
  • Tactical, as well as strategic thinking and creative problem solving.
  • Prior experience leading Global teams as part of Service Delivery of Infrastructure.
  • Ability to effectively coach, counsel and collaborate with others.
  • Good negotiation and presentation skills.
  • Fluent in English, in both oral and written communication.
  • Understanding and effectively communicating across multiple languages and cultures is an advantage.

The Selected Professional is required to support the full lifecycle ITIL based, operational oversight of Managed Services IT Infrastructure. He/she will be required to lead discussions with the Managed Services provider to ensure contractual compliance and to ensure work is being completed with quality and in a timely manner to meet business IT requirements.


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 [email protected].


Search Firm Representatives Please Read Carefully: 

Merck & Co., Inc. is not accepting unsolicited assistance from search firms for this employment opportunity.  Please, no phone calls or emails.  All resumes submitted by search firms to any employee at Merck via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck.  No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.



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Job: Service Delivery/Management
Other Locations:
Employee Status: Regular
Travel: Yes, 10 % of the Time
Number of Openings:
Shift (if applicable):
Hazardous Materials:
Company Trade Name: Merck
Basic Qualifications