Service Manager
Merck
Bonifacio Global City, Metro Manila, Philippines
5d ago

Your Role :

  • Manages and supports process and system changes and enhancements in collaboration with stakeholders like Transformation Management, Process Management, Operations and Service Management Team
  • Supports and Analyze, comment and pre-evaluate change requests submitted by stakeholders from a process and system point of view and support the Process Owner in the decision-making process
  • Drive Documentation of the processes and creates and maintain testing framework.
  • Responsible for the design of the business process and necessary changes, aimed at satisfying the business requirements and taking overall business process strategy and governance framework into accounts
  • Setting up operational dashboards and meaningful operational performance indicators for services provided
  • Evaluates process improvement potentials and supports the implementation of measures.
  • Identifies system and process issues, escalates them to the respective stakeholders and supports their resolution.
  • Ensures proper quality management of services delivered by the SSC organization.
  • Provide training and updates training documentation on an as need basis for Operations
  • Who you are :

  • Bachelor’s degree in business studies or related field; Master’s degree preferred
  • 3+ yrs. of service management experience
  • Experiences in service management solutions, project planning and project management and quality management
  • Experience in business consulting is a plus
  • Experience within a Shared Service Center environment beneficial
  • Very good communication skills (verbal, written & listening) in English language
  • Basic process knowledge in the area of HR Services, Procurement Services or Finance Services is beneficial
  • Reporting capabilities, data analytical skills in e.g. Excel and Power Point skills
  • Profound Knowlege with Service Management Processes, and Service Now Applications (ServiceNOW HR)
  • Experience with CISCO is a plus
  • What we offer : With us, there are always opportunities to break new ground. We empower you to fulfill your ambitions, and our diverse businesses offer various career moves to seek new horizons.

    We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life.

    Join us and bring your curiosity to life!

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