On-Site IT Support Product Manager (m / f / d)

We are on the lookout for a dynamic and visionary leader to spearhead our Onsite IT Support Product. This pivotal role is all about enhancing the user experience when interacting with our Onsite IT support technicians.

Your mission will be to standardize the service quality, look, and feel across various regions and sites, implementing best practices in deskside support.

You'll play a crucial role in aligning these services with our company's overall strategy and the specific goals of the GEUS department, focusing on user experience, efficiency, effective collaboration, and comprehensive contract management with our Deskside Support service providers globally.

Your impact will be measured by your ability to elevate the end-user experience, align resources effectively, foster consistent and positive behaviors, and achieve operational performance targets.

This role demands a proactive approach to cross-border collaboration and a relentless drive to meet objectives swiftly. This leader must bring organizational skills to plan, manage, and continuously improve IT support.

Primary Activities / Responsibilities

Enhancing User Experience through High-Quality Deskside Support : Deliver cost-effective deskside support services while ensuring high-quality end-user computing equipment management.

This includes laptops / desktops, mobile devices, networks, and telephony across all business divisions, focusing on user satisfaction and seamless end-of-life processing

Supplier Relationship Management for Optimal Service Delivery : Oversee supplier partnerships to ensure service delivery adheres to contracted terms, with a strong focus on standardization and user experience improvement

ITSM Tool Support Focused on User Needs : Provide support for Incident, Problem, and Knowledge Management within the Deskside Support teams, prioritizing user-centric solutions

Collaboration for Enhanced Self-Service : Work closely with the Other product managers in our Product line (Service Desk, Executive Support, Meeting Guidance and solutions, Knowledge management, and 3rd Level Operations) to implement shift left strategies, aiming to reduce costs and improve self-service for end-users

Technical Strategies for User-Centric Efficiency : Develop and implement technical strategies that enhance the efficiency and effectiveness of the end-user experience

Partnership for Streamlined IT Service Delivery : Work with divisional IT teams and business units to ensure IT services align with business requirements and are delivered efficiently

Budget Management Focused on Efficient Services : Manage and forecast budgets for Onsite IT Support Product expenses, prioritizing cost-effectiveness and service quality

Leadership in IT Projects for Enhanced Services : Engage in global and regional IT projects, ensuring maintenance, troubleshooting, and enhancements meet company standards and contribute to service improvement

Project Leadership for Technology and Business Initiatives : Lead in IT or business projects like PC lifecycle, mobile device upgrades, and site consolidations, focusing on streamlined processes and efficient outcomes

Support in Mergers and Acquisitions for Seamless Integration : Assist in mergers and acquisitions, focusing on equipment optimization and establishing effective IT services in new locations

Upholding Standards and Best Practices : Ensure adherence to standards, policies, and methodologies, maintaining best practices in business and computing to foster a cohesive environment

Demonstrating Resourcefulness and Effective Task Management : Show strong capability in regional and divisional leadership, with a focus on detail, prioritization, and execution in a high-pressure environment

Product Management : Maintain clear vision and roadmap for the On-Site support product. Create and execute yearly OKRs and manage Backlog

Comprehensive Personnel Management : Oversee all aspects of team management for direct reports, including recruitment, performance evaluation, career growth, coaching, training, and necessary termination procedures

Fostering a Progressive Workplace Culture : Cultivate an environment that encourages innovation, transformation, and experimentation, balanced with a commitment to delivering exceptional customer experiences and ongoing improvement

Overall Professional Competencies

Business & Financial acumen : Demonstrates working knowledge of company's core business structure and how function contributes to and works within the organization

Working across boundaries : Demonstrates skill in developing and maintaining networks that span divisions and geographical boundaries

Strategic thinking : Demonstrates the ability to adapt current work processes to meet emerging needs and changes in job responsibilities.

Demonstrates the ability to evaluate new ideas and proposed methods for practicality and ease of implementation

Project Management : Demonstrates the ability to coordinate work tasks with others for timely completion and to avoid potential setbacks.

Demonstrates the ability to adjust work to accommodate sudden task changes and avoid potential threats to meeting task deadlines

Effective Communication : 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

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, 5 7 years of relevant IT experience

3 years of leadership experience in a matrix and global environment

Experienced with Supplier Management and Stakeholder Management

Understanding of end user computing support in a Managed Service environment

Strong understanding of ITSM and ITIL frameworks

Strong understanding of SDLC methodologies

Strong experience with capital and expense planning and budget monitoring

Excellent written and verbal communications skills in English

Excellent negotiation and presentation skills

Able to effectively communicate across multiple cultures and levels

Experienced leader able to embrace both tactical and strategic thinking

Experience in working in a Product Model environment

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, 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.

Please note that the following lines apply to the primary location which is Czechia. Other locations will have it differently.

Exciting work in a great team, global projects, international environment

Opportunity to learn and grow professionally within the company globally

Hybrid working model, flexible role pattern (e.g., even 80% full-time is possible in justified cases)

Pension and health insurance contributions

Internal reward system plus referral programme

5 weeks annual leave, 5 sick days, 15 days of certified sick leave paid above statutory requirements annually, 40 paid hours annually for volunteering activities, 12 weeks of parental contribution

Cafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport Card

Vodafone, Raiffeisen Bank, Foodora, and Mall.cz discount programmes

Up-to-date laptop and iPhone

Parking in the garage, showers, refreshments, massage chairs, library, music corner

Competitive salary, incentive pay, and many more