Learning Creation - Service Management & Supplier Engagement Senior Specialist v Česko

Merck seeks a Senior Specialist to manage stakeholder relationships and supplier performance for Learning Creation services. The role focuses on service transition, SLA monitoring, change management, and continuous optimization of the learning operations delivery model.

Responsibilities

• Serve as primary interface between Learning Partners and internal stakeholders
• Monitor supplier performance against SLAs, KPIs, and quality standards using centralized dashboards
• Lead service reviews and performance discussions with business process outsourcing partners
• Manage escalated issues and coordinate resolution across internal teams and suppliers
• Drive change management initiatives to evolve and optimize service delivery models

Requirements

• Strong stakeholder and relationship management capability
• Experience managing supplier performance and service delivery
• Knowledge of service management frameworks, SLAs, and governance models
• Change management and organizational communication expertise
• Prior experience with managed services in learning operations preferred
• Demonstrated understanding of HR or learning content creation function