On-Site IT Support Product Manager (m/f/d)

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 / ResponsibilitiesEnhancing User Experience through High-Quality Deskside Support: Deliver cost-effective deskside support services while ensuring high-quality end-user computing equipment management. This includes laptops/desktops, mobile devices, networks, and telephony across all business divisions, focusing on user satisfaction and seamless end-of-life processingSupplier Relationship Management for Optimal Service Delivery: Oversee supplier partnerships to ensure service delivery adheres to contracted terms, with a strong focus on standardization and user experience improvementITSM Tool Support Focused on User Needs: Provide support for Incident, Problem, and Knowledge Management within the Deskside Support teams, prioritizing user-centric solutionsCollaboration for Enhanced Self-Service: Work closely with the Other product managers in our Product line (Service Desk, Executive Support, Meeting Guidance and solutions, Knowledge management, and 3rd Level Operations) to implement shift left strategies, aiming to reduce costs and improve self-service for end-usersTechnical Strategies for User-Centric Efficiency: Develop and implement technical strategies that enhance the efficiency and effectiveness of the end-user experiencePartnership for Streamlined IT Service Delivery: Work with divisional IT teams and business units to ensure IT services align with business requirements and are delivered efficientlyBudget Management Focused on Efficient Services: Manage and forecast budgets for Onsite IT Support Product expenses, prioritizing cost-effectiveness and service qualityLeadership in IT Projects for Enhanced Services: Engage in global and regional IT projects, ensuring maintenance, troubleshooting, and enhancements meet company standards and contribute to service improvementProject Leadership for Technology and Business Initiatives: Lead in IT or business projects like PC lifecycle, mobile device upgrades, and site consolidations, focusing on streamlined processes and efficient outcomesSupport in Mergers and Acquisitions for Seamless Integration: Assist in mergers and acquisitions, focusing on equipment optimization and establishing effective IT services in new locationsUpholding Standards and Best Practices: Ensure adherence to standards, policies, and methodologies, maintaining best practices in business and computing to foster a cohesive environmentDemonstrating Resourcefulness and Effective Task Management: Show strong capability in regional and divisional leadership, with a focus on detail, prioritization, and execution in a high-pressure environmentProduct Management: Maintain clear vision and roadmap for the On-Site support product. Create and execute yearly OKRs and manage BacklogComprehensive Personnel Management: Oversee all aspects of team management for direct reports, including recruitment, performance evaluation, career growth, coaching, training, and necessary termination proceduresFostering a Progressive Workplace Culture: Cultivate an environment that encourages innovation, transformation, and experimentation, balanced with a commitment to delivering exceptional customer experiences and ongoing improvementOverall Professional CompetenciesBusiness & Financial acumen: Demonstrates working knowledge of company’s core business structure and how function contributes to and works within the organizationWorking across boundaries: Demonstrates skill in developing and maintaining networks that span divisions and geographical boundariesStrategic thinking: Demonstrates the ability to adapt current work processes to meet emerging needs and changes in job responsibilities. Demonstrates the ability to evaluate new ideas and proposed methods for practicality and ease of implementationProject Management: Demonstrates the ability to coordinate work tasks with others for timely completion and to avoid potential setbacks. Demonstrates the ability to adjust work to accommodate sudden task changes and avoid potential threats to meeting task deadlinesEffective Communication: Demonstrates ability to articulate complex thoughts and ideas accurately and clearly, being able to quickly detect and correct instances of miscommunication. Demonstrates the ability to listen to others and integrate alternate points of view in decisions and ideasProblem Solving: Demonstrates the ability to identify and integrate patterns, trends, and inconsistencies across multiple data sources to determine their broader implications. Demonstrates the ability to quickly identify potential sources of problems and develop imaginative solutionsQualifications, Skills & Experience5–7 years of relevant IT experience3 years of leadership experience in a matrix and global environmentExperienced with Supplier Management and Stakeholder ManagementUnderstanding of end user computing support in a Managed Service environmentStrong understanding of ITSM and ITIL frameworksStrong understanding of SDLC methodologiesStrong experience with capital and expense planning and budget monitoringExcellent written and verbal communications skills in EnglishExcellent negotiation and presentation skillsAble to effectively communicate across multiple cultures and levelsExperienced leader able to embrace both tactical and strategic thinkingExperience in working in a Product Model environmentWhat we offerPlease note that the following lines apply to the primary location which is Czechia. Other locations will have it differently.Exciting work in a great team, global projects, international environmentOpportunity to learn and grow professionally within the company globallyHybrid working model, flexible role pattern (e.g., even 80% full-time is possible in justified cases)Pension and health insurance contributionsInternal reward system plus referral programme5 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 contributionCafeteria for tax free benefits according to your choice (meal vouchers, Lítačka, sport, culture, health, travel, etc.), Multisport CardVodafone, Raiffeisen Bank, Foodora, and Mall.cz discount programmesUp-to-date laptop and iPhoneParking in the garage, showers, refreshments, massage chairs, library, music cornerCompetitive salary, incentive pay, and many moreReady to take up the challenge? Apply now!Know anybody who might be interested? Refer this job!Current Employees apply HERECurrent Contingent Workers apply HERESearch Firm Representatives Please Read Carefully 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. Employee Status: RegularRelocation:VISA Sponsorship:Travel Requirements:Flexible Work Arrangements:HybridShift:Valid Driving License:Hazardous Material(s):Requisition ID:R290478