Service Excellence Manager

Posted 13 Feb 2024

Bangalore, Karnataka - India

Req Id 271917


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Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.


Service Excellence Manager for Data & Analytics Platform products – Group Data & AI Organization 


Description: Join the Group Data & AI organization, where we champion an inclusive work environment. We are seeking a highly qualified and experienced Service Excellence Manager to lead our Service Excellence team and play a crucial role in ensuring the highest standards of service for our Data & Analytics platform products. If you have a robust understanding of service management and a passion for driving excellence, we invite you to be a part of our collaborative team. 

Key Responsibilities: 

  • Develop and implement strategies to drive service excellence for all our Data & Analytics platform products, including defining service level agreements, performance metrics, and customer satisfaction benchmarks. 

  • Collaborate with cross-functional teams and support Service Delivery managers to establish service delivery standards and best practices, ensuring alignment with business objectives. 

  • Monitor and analyze service performance using industry-leading methodologies, identify areas for improvement, and implement corrective actions. 

  • Lead service improvement initiatives, leveraging continuous improvement methodologies and frameworks. 

  • Oversee incident and problem management processes, ensuring timely resolution and minimizing impact on operations. 

  • Foster a culture of customer-centricity within the organization, promoting a high level of customer service and engagement. 

  • Deliver consistent and accurate service management reports. Tailor these to the unique needs of diverse stakeholders and business units, focusing on availability, ticket handling efficiency, and user satisfaction. 

  • Lead the service lifecycle and manage capacity for a suite of Data & Analytics platform products. This includes: Ensuring SLAs are actively managed and upheld. Conducting timely and thorough SLA reviews. Maintaining high data quality across various repositories/tools (e.g. HPSM, SNow, CMDB, GEAR, etc.). Overseeing CAPA concerning platform outages. Maintain secure state of products 

  • Play a key role in refining the Service Management framework, fostering continuous improvement for platform operations and automation. 

  • Manage relationships with key stakeholders, including internal business partners, vendors, and service providers. 

  • Stay updated on industry trends, emerging technologies, and best practices in IT service management to drive innovation and continuous improvement. 



  • Bachelor's degree in Computer Science, Information Technology, Marketing, Business Administration. Master's degree preferred. 

  • Minimum of 10 years of experience in IT service management, preferably in a global organization. 

  • Strong knowledge of IT service management frameworks and best practices (e.g., ITIL, COBIT). 

  • Proven track record in driving IT service excellence and customer satisfaction. 

  • Experience in managing IT service level agreements, performance metrics, and vendor relationships. 

  • A clear understanding of modern Security and Quality standards in the Data & Analytics domain. 

  • Excellent analytical, problem-solving, and decision-making skills. 

  • Strong leadership and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders. 

  • Collaborative mindset and the ability to work seamlessly within diverse teams and drive concept implementation. 

  • Exceptional communication and presentation skills, both written and verbal. 

  • Certified ITIL Practitioner or ITIL Expert certification is highly desirable. 

  • Knowledge of AI and data analytics technologies is a plus


Merck Group is an equal opportunity employer that values workforce diversity. We want everyone to be able to bring their best self to work every day which is why equality and inclusion is at the forefront of all our activities. We are dedicated to a policy of non-discrimination in employment on any basis including race, caste, creed, colour, religion, sex, age, disability, marital status, sexual orientation, and gender identity.



What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of our diverse team!

US Equal Employment Opportunities

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law.  This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

We are committed to an equitable hiring process for candidates from a diverse range of backgrounds. As part of this commitment, applicants with disabilities may be entitled to reasonable accommodations. Please contact, if a reasonable accommodation is needed or if you otherwise need assistance to participate in the hiring process.

North America Disclosure

If you are a resident of California, Colorado, New York, or Washington, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

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