Global Service Management Expert (all genders)

Join to apply for the Global Service Management Expert (all genders) role at Merck Group. Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. Thats why we are always looking for curious minds that see themselves imagining the unimaginable with us.

This role can be done hybrid: 2 days from the office in Wrocław.

Your Role

Are you looking for a position in an agile Global Business Solution (GBS) organization that is committed to excellence, innovation and effectiveness while caring for and supporting internal customers? A great opportunity has opened in our team as Global Enterprise Solutions (GES) Global Service Management Expert. This pivotal role involves leading projects around our Telephony Channels, enhancing customer interactions, and collaborating with cross-functional teams to foster a customer‑centric culture.

Your main focus will be driving the strategy for the Service Management in our Telephony Channel and respective Customer Engagement platforms, including our telephony technology stack and the ticketing system across the organization. You will also manage global complex projects related to the Channel and Service Standards, including the analysis, definition of goals, development of solutions, implementation and evaluation. You will also be accountable for maintaining and updating Service Standards for the relevant Customer Engagement Platforms, while managing relationships with key stakeholders to ensure business requirements are met.

Who You Are

• Bachelor’s degree in relevant discipline (e.g. Business, Communication, IT), Master degree is a plus
• Minimum of 5 years of experience in telephony solutions, customer engagement, service management, or a similar role preferably within a GBS environment
• Minimum 5 years experience in project management
• Minimum 5 years of experience working in diverse international teams demonstrating success in positions involving interactions with multiple departments and external parties
• Experience working with ServiceNow, CISCO, Avaya, Genysis and similar
• In-depth understanding of telephony systems, VoIP technologies, and communication platforms
• Understanding of compliance requirements related to telephony services, including data protection regulations and industry standards
• Experience with the latest telephony trends and technologies is essential
• Fluent in English language

Your Main Benefits

• Health and well‑being: Get access to private medical care, life insurance, and sports card
• Work‑Life balance: Enjoy additional paid days off, hybrid working model
• Learning and Development: Take advantage of co‑financing for language courses, trainings, and certifications as well as other development opportunities
• Employee support and engagement: Benefit from Employee Assistance Program and join employee engagement groups for support and connection

What we offer

We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress.

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Management and Manufacturing

Industries

• Pharmaceutical Manufacturing

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