Associate Director – Global End User Services (JCAP Region)

Job Description

Associate Director – Global End User Services (JCAP Region)

THE OPPORTUNITY

•    Exciting opportunity to join the IT division of a global biopharmaceutical company that has been in Singapore for more than 25 years and in Asia Pacific for over 60 years.

•    Based in Singapore, the regional hub for Asia Pacific (AP) and named one of the Best Companies to Work for in 2020 by Straits Times Best Employers 2021

•    Work closely with global IT teams and business partners to drive IT strategies and enjoy a reward that technology careers don’t often bring, the satisfaction of contributing to saving and improving lives

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.

GEUS - Global End User Services 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. This team will focus on proving top level operations across the client engineering space inclusive of messaging, mobility, and any and all client engineering solutions. This role will also functionally own the Global Messaging organization and be accountable for all engineering, operations and solutions that are deployed on this platform.

What you will do

Your responsibilities will include, but are not limited to

•    Point of contact for GEUS functions, projects, activities and service outages that occur within core business hours
•    Change agent for UX improvements and efficiencies
•    Drive company strategies and be the Transformation leader
•    UX Champion for JCAP and gather feedback from stakeholders
•    Build relationships with JCAP stakeholders in the region as well as in other IT functions to gather feedback and share upcoming events and activities
•    Coordinate issue resolution with GOC calls during core office hours utilizing the JCAP GEUS resources and transition to Prague/US team as needed
•    Meet regularly with the GEUS LT and team leads to collaborate and bring updates to the team in JCAP
•    Participate in global project meetings, drive and be the champion these global projects to help implement within JCAP and provide feedback to global teams
•    Work on user experience improvements for JCAP such as performance issues with network and Microsoft
•    Collaborate with local IT teams in the region to provide regular and frequent updates/guidance and coordinate any upcoming priorities happening in JCAP
•    Manage demand for training requirements or feedback on GEUS products and services within the 14 countries in JCAP
•    Manage ~25 FTEs in JCAP (Singapore, Japan, China) as administrative manager and engage with functional leads to align development and functional responsibilities
•    Further develop and mentor P3/M1 leads as people managers
•    Manage local budget and purchase orders as needed
•    Manage & be accountable for MS Exchange, MS Outlook, Spam filtering and all of the necessary details to ensure quality and top level messaging services

What you must have

To be successful in this role you must have:

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

Experience:

•    10+ years relevant IT Systems Administration experience in workstation, client and mobile related Infrastructure or other IT related environments
•    7+ years of people management experience with demonstrated strong leadership skills 
•    Effective stakeholder and change management experiences
•    Required Technical Skills:
•    10+ years of experience in managing complex issues in high pace environment
•    7+ years of IT leadership experience with proven team building and organizational development skills
•    Experience with management of a regional or global team
•    Ability to resolve problems in high stress, high visibility situations
•    Ability to build internal networks/relationships and work in a cross-functional environment
•    Ability to balance the big picture and strategic context with attention to detail and operational mindset
•    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 ability
•    Ability to effectively coach, counsel and collaborate with others
•    Understand and effectively communicate across multiple languages and culture would be an added advantage
•    Excellent time management, negotiation, and conflict management skills
•    Strong negotiation and presentation skills
•    Knowledge of owning, managing and engineering a platform strategy focused on Global Messaging services.

WHAT YOU CAN EXPECT

•    Competitive remuneration
•    Limitless opportunities across various areas in IT; well-structured career path  
•    You will tackle the biggest challenges in the healthcare industry and information technology 
•    Innovative and flexible working environment
•    Opportunity to learn and enjoy rewarding career that technology companies don’t bring; the satisfaction of saving lives and making an impact!

Our Support Functions deliver services and makes recommendations about ways to enhance our workplace and the experience of working at 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. 

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.
 

Current Employees apply HERE

Current Contingent Workers apply HERE

Secondary Language(s) Job Description:

Primary job responsibilities include:

This role requires a strong leader who is resourceful, has a solid presence both regionally and globally, is highly self-motivated, attentive to detail and able to effectively prioritize and execute tasks in a high-pressure environment.

• Point of contact for GEUS functions, projects, activities and service outages that occur within core business hours
• Change agent for UX improvements and efficiencies
• Drive company strategies and be the Transformation leader
• UX Champion for JCAP and gather feedback from stakeholders
• Build relationships with JCAP stakeholders in the region as well as in other IT functions to gather feedback and share upcoming events and activities
• Coordinate issue resolution with GOC calls during core office hours utilizing the JCAP GEUS resources and transition to Prague/US team as needed
• Meet regularly with the GEUS LT and team leads to collaborate and bring updates to the team in JCAP
• Participate in global project meetings, drive and be the champion these global projects to help implement within JCAP and provide feedback to global teams
• Work on user experience improvements for JCAP such as performance issues with network and Microsoft
• Collaborate with local IT teams in the region to provide regular and frequent updates/guidance and coordinate any upcoming priorities happening in JCAP
• Manage demand for training requirements or feedback on GEUS products and services within the 14 countries in JCAP
• Manage ~25 FTEs in JCAP (Singapore, Japan, China) as administrative manager and engage with functional leads to align development and functional responsibilities
• Further develop and mentor P3/M1 leads as people managers
• Manage local budget and purchase orders as needed
• Manage & be accountable for MS Exchange, MS Outlook, Spam filtering and all of the necessary details to ensure quality and top level messaging services

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: