Global Network & Unified Communications Operations Associate Director – Americas:
Merck USA

Merck USA
Branchburg New Jersey
Requisition ID: SER001381

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.  


Network & Unified Communication Operations Lead in Americas region manages operational as well as deployment activities within Network and Unified Communications domain. Despite based in Americas region, the responsibility is global during US business hours fully supporting the follow-the-sun model. Merck’s network spans across hundreds of sites around the world connecting business premises, datacenters as well as manufacturing facilities. The position is responsible for internal operational resources as well as relationship and governance of the Managed Services partner organization. Strong cooperation with Network & UC Engineering, Network Planning as well as other key stakeholders is needed to succeed in this role. The operational responsibilities cover relevant ITIL process implementation and continuous improvement in Incident Management, Change Management, Problem Management etc. Strong managerial and leadership skills are essential.



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


  • Minimum of 6 years of network operations and/or service management experience, familiar with IT technology and industry trends, strong skills in developing and maintaining network that spans divisions and geographical boundaries, ability to work in highly diverse and matrix organization.
  • Minimum of  5 years of People Management/Leadership experience in a matrix organization.
  • High resilience to stressful situations.
  • Strong ITIL and process discipline to ensure compliance within the managed services framework and the ability to identify and implement process improvements.
  • Self-starter with strategic thinking and tactical ability to problem solving.
  • Ability to effectively coach, counsel, and collaborate effectively across the organization.
  • Sound knowledge in financial planning and budgeting in ensuring cost effective and management of the IT spend.
  • Advanced knowledge of network architecture, implementation and support.
  • Practical experience in management of deploying network and security technologies, such as Cisco routers, switches, wireless infrastructure, firewalls and load balancers as well as unified communications capability.
  • Familiarity across the region, and ability to utilize geographical, network knowledge and experience to improve network infrastructure performance.
  • Client-oriented with excellent documentation, communication, negotiation and presentation skills. Ability to present in front of senior level management.
  • Ability to deliver results based on high level definition from management, with minimal intervention from senior management.
  • Ability to systematically develop the team to support organization need and global mix of the skills.
  • Ability to convey company´s strategy and senior management decision effectively.
  • Demonstrates ability to articulate complex thoughts and ideas accurately and clearly, being able to quickly detect and correct instances of miscommunication. Demonstrates the ability to listen to others and integrate alternate points of view in decisions and ideas.
  • End-to end ownership capabilities. Natural team leader.
  • Problem Solving: Demonstrates the ability to identify and integrate patterns, trends and inconsistencies across multiple data sources to determine their broader implications.
  • Demonstrates the ability to quickly identify potential sources of problems and develop imaginative solutions.


  • Ensures team’s effective collaboration with all IT colleagues across various business areas.
  • Demonstrates network resiliency and security enhancement stewardship.
  • Hands on experienced to directly manage and orchestrates Managed Service team supporting Network Operations.
  • Ability to provide day-today guidance to contracted resources under global contract framework, manage capacity and resource assignment to projects and operational tasks.
  • Ability to translate business requirements into technical designs that ensure availability, stability, scalability, security and ensure the solutions comply with global standard.

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.


Visa sponsorship is not available for this position.


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Job: Service Delivery/Management
Other Locations:
Employee Status: Regular
Travel: Yes, 15 % of the Time
Number of Openings:
Shift (if applicable):
Hazardous Materials:
Company Trade Name: Merck
Basic Qualifications