Associate Director – Delivery Assurance, Learning Creation
We aspire to be the premier research-intensive biopharmaceutical company. At our company, we are at the forefront of research to deliver innovative health solutions that advance the prevention and treatment of diseases in people and animals. We use the power of leading-edge science to save and improve lives around the world. Join our team and be part of a company that is making a difference.
Responsibilities
- Lead end-to-end governance of Learning Creation services across demand, intake, workflow, and supplier execution.
- Monitor performance against SLAs, KPIs, and quality standards, ensuring delivery commitments are met.
- Oversee escalation management for critical delivery, stakeholder, or supplier issues.
- Drive performance reviews and governance fora with BPO partners and internal stakeholders.
- Ensure alignment to the global HR operating model and service catalogue.
- Oversee BPO demand planning, forecasting, and capacity alignment across supplier teams.
- Ensure effective prioritization and routing aligned to GL&D objectives.
- Balance workload across captive and outsourced delivery teams.
- Identify risks related to demand surges, capacity gaps, or delivery bottlenecks.
- Own strategic relationships with Learning Partners and internal stakeholders.
- Ensure supplier performance management, including SLA adherence and quality assurance.
- Drive alignment between business needs and supplier capabilities.
- Provide leadership-level updates and insights on service performance and risks.
- Lead continuous improvement of the Learning Creation service model.
- Partner with Service Experience team to drive process optimization and automation initiatives.
- Lead organizational change related to Delivery Assurance and BPO evolution.
- Define and embed scalable processes, governance, and operating standards.
- Lead and develop the Delivery Assurance team (three Senior Specialists in addition to the partner ecosystem).
- Act as escalation point for critical delivery, stakeholder, or supplier issues.
Qualifications
Required
- Primary Degree
- Significant experience in Learning Creation/ HR Shared Services / Learning Operations / Service Delivery/ Partner Success
- Strong leadership in global, matrixed, and outsourced environments
- Expertise in operating model optimization, continuous improvement, governance, and service management
- Proven experience managing third-party suppliers / BPO relationships
- Strong stakeholder management and influencing capability
- Prior experience with driving partner success in Learning Creation, resource allocation, workload planning/ balancing and cost control as well as demonstrated business success through productivity improvements
- Demonstrated knowledge and understanding of the service delivery function
Preferred
- Experience managing people
- Experience with process optimization and automation initiatives
What we offer:
- 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
- Pension and health insurance contributions
- Internal reward system plus referral program
- 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, sport, culture, health, travel, etc.), Multisport Card
- Vodafone, Raiffeisen Bank, Foodora, and other discount programs
- Up-to-date laptop and iPhone
- Parking in the garage for drivers or showers for bikers
- Competitive salary, incentive pay, and many more
Additional location(s) Compensation Information:
Required Skills:
Change Management, Data Quality Management, Demand Management, HR Organizational Design, HR Process Design, HR Systems Implementation, Human Resource Information Systems (HRIS), Human Resource Management, Operations Management, Performance Metrics, Process Improvements, Service Delivery, Service Delivery Management, Stakeholder Management, Succession Planning, Third Party Management, Workforce Planning
Preferred Skills:
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Current Contingent Workers apply HERE
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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.