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On-Site IT Support Product Manager

MSD Dubai, United Arab Emirates Posted: 16 Apr 2024

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Financial

  • Salary unspecified
  • Zero income tax location

Accessibility

  • Hybrid

Requirements

  • Experience: Senior
  • English: Professional

Position

  • Job Type: Full time
  • Description: 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
    • Supplier Relationship Management for Optimal Service Delivery
    • ITSM Tool Support Focused on User Needs
    • Collaboration for Enhanced Self-Service
    • Technical Strategies for User-Centric Efficiency
    • Partnership for Streamlined IT Service Delivery
    • Budget Management Focused on Efficient Services
    • Leadership in IT Projects for Enhanced Services
    • Project Leadership for Technology and Business Initiatives
    • Support in Mergers and Acquisitions for Seamless Integration
    • Upholding Standards and Best Practices
    • Demonstrating Resourcefulness and Effective Task Management
    • Product Management
    • Comprehensive Personnel Management
    • Fostering a Progressive Workplace Culture
  • Qualifications, Skills & Experience:
    • 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
  • 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 (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
Apply now

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About MSD

At MSD, known as Merck & Co., Inc., Rahway, NJ, USA in the United States and Canada, we are unified around our purpose: We use the power of leading-edge science to save and improve lives around the world. For more than 130 years, we have brought hope to humanity through the development of important medicines and vaccines. We aspire to be the premier research-intensive biopharmaceutical company in the world – and today, 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 foster a diverse and inclusive global workforce and operate responsibly every day to enable a safe, sustainable and healthy future for all people and communities.

Benefits at MSD

    Mental Health Benefit, Volunteer Time Off

Learn more