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Merck Director, Global Operations Center lead in Helena, Montana

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.


Service Delivery:

  • Lead, shape and deliver on the objectives and strategy for Global Ops Center (GOC) to resolve IT service incidents via 24/7 globally across all 3 regions of JCAP, EMEA and America.

  • Put top priority and urgency on resolving major incidents which are of material business disruptions; this is done by pulling in relevant SME experts across IT functions onto the incident bridge; accompanied by rapid, accurate and timely communication with IT stakeholders and management.

  • Drive resolution of critical incidents to prevent them from becoming material disruptions to the business.

  • Meet performance metrics in the reduction of the number of major incidents, and the average time to resolution.

  • Operate in 3 regional IT Global Locations.

  • Identify and address patterns of incidents with focus on key applications through cross functional experts with effective sponsorships e.g. top talkers review, and Weekly Health Check process.

  • Support of hyper-cares, CPRs, accelerated filings, cyber actions, and high impact events.

People management:

  • Leading, empowering and developing the global team in the 3 regional hubs.

  • Assuring appropriate trainings, gaining experience through various tasks and deliverables.

  • Strengthen talent and capability with rotations, training and continuous improvement across 3 centers and third party contractors.

  • Encourage the new ways of working within the GOC team and across other IT functional teams.

Vendor Management and Managed Services:

  • Lead, collaborate and align with third party contractors to support the GOC objectives.

  • Engage with partners on continuous improvement initiatives.


  • Bachelor’s degree in computer science or closely related discipline.

  • At least ten years of experience in IT operations, in leadership positions and work in global nature of accountability.

  • Ability to understand and interpret basic financial budgets.

Skills Required

  • People management, leadership and empowerment.

  • Stakeholder management, engagement and communication.

  • Acquired use and understanding of new technologies and applications.

  • Working with Global Teams and Remote Collaboration.

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.


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 ($1533/rel-task/3001$14.htmld)

Current Contingent Workers apply HERE ($4020.htmld)

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:




VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:

Flex Time, Remote Work, Telecommuting, Work Week


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID: R115145