The Global Capability Centre (MGCC) in Bangalore is a strategic hub that brings together talent across IT, Data and Process functions. The centre drives the org's global technology and operations agenda, delivering high-impact services and innovations across the enterprise.
Role Purpose
This is a senior leadership role with dual responsibility: (i) supporting the strategic agenda of the MGCC while taking direct operational ownership of site management, governance, compliance, and employee engagement (ii) Lead country IT strategy and service delivery, covering BC/DR, security, data and compliance.
The incumbent will be a key representative of the org's interests across internal and external stakeholders in India and will play an integral role in shaping the culture, identity, and capabilities of the centre.
Key Responsibilities
Strategic Leadership & Centre Development
Actively shape and contribute to the identity, culture, and evolving capabilities of the GCC in Bangalore.
Assist the Head of MGCC in executing strategies and priorities by analysing current and future operational needs of the organisation.
Represent interests in cross-unit, location-based strategic initiatives.
Site Management & Operations
Serve as the accountable owner for end-to-end site management including administration, legal & compliance, infrastructure, and employee safety.
Oversee and ensure the implementation of IT policies across all country locations.
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Liaise with the global DES organisation to address local site infrastructure needs – including outages and new demands.
IT Service Delivery and Governance
Scout for IT driven innovation or transformation opportunities relevant to the India context.
Collaborate with global verticals to pilot or scale relevant initiatives locally
Develop IT Capabilities Roadmap aligning Vision 2030, scale India incubator globally, foster collaborations, transform IT, AI initiatives.
Manage and be accountable for the delivery of IT services in India, ensuring service excellence and adherence to agreed SLAs.
Establish and maintain business partner agreements (SLAs) for local services and oversee regular follow-up and reporting
Advise local businesses on their IT requirements, capture need for unique Country IT Services and assist with demand planning.
Take ownership of country IT audits – both internal and external – ensuring timely closure of findings and risk mitigations.
Manage the Legal Entity service agreement between MGCC and other Merck affiliates.
Financial Management & Reporting
Manage centre expenses within approved budget constraints.
Provide accurate financial and quantitative information for company-level reporting and business reviews.
Assist in building and managing cost-efficient vendor/supplier contracts and external partnerships.
Stakeholder Management & Communication
Manage internal and external communications and escalations related to operational issues.
Build and sustain strategic relationships with industry bodies (e.g., NASSCOM, Analytics India), vendors, and government authorities.
Communicate and collaborate with a broad range of stakeholders including:
Country communications and local townhalls
Executive visits and leadership engagements
Employee engagement programmes
Manage communications on Compliance, Legal, Crisis management and business continuity messages.
Local procurement and supplier management
People, Culture & Employee Experience
Execute and uphold company policies and practices including the Code of Conduct, grievance handling procedures, and HR guidelines.
Chair the MGCC Management Council and serve as the site owner for initiatives such as:
Employee Engagement Survey (EES)
Belonging & Inclusion site-specific initiatives
Site level Employee-focused programmes on Rewards and Recognition etc
Foster a high-performance, inclusive, and collaborative workplace culture across the MGCC.
Drive change management and foster a culture of One Merck across MGCC
Qualifications & Experience
Essential
Bachelor’s or master’s degree in information technology, Computer Science, Engineering, Business Administration, or a related field.
15+ years of progressive experience in IT operations, service delivery, or technology management, with at least 5 years in a senior leadership capacity.
Proven track record of managing large-scale service delivery in a multi-national or shared services environment.
Experience managing a Global Capability Centre, Shared Services Centre, or Centre of Excellence.
Strong understanding of governance frameworks, compliance, audit management, and risk mitigation.
Demonstrated experience in financial management, budgeting, and vendor contract management.
Hands-on experience in Business Continuity Planning, Disaster Recovery, and Vulnerability Management.
Proven ability to engage and influence senior stakeholders across business units and geographies.
Desirable
Experience in the Life Science, Healthcare, or Specialty Chemicals industries.
Familiarity with NASSCOM, CII, or similar industry body engagements.
Exposure to ITIL, COBIT, or other IT management frameworks.
Experience managing Legal Entity service agreements and inter-company contracts.
Prior experience in Diversity & Inclusion programme ownership or employee engagement leadership.
Key Competencies
Leadership & Influence
Operational Excellence
Ability to inspire, align, and lead cross-functional teams in a dynamic, matrixed organisation.
Strong execution capability with meticulous attention to detail in service delivery, compliance, and governance.
Strategic Thinking
Stakeholder Management
Capability to connect operational realities with long-term IT and business strategy.
Skilled in navigating complex stakeholder ecosystems at local and global levels.
Financial Acumen
People & Culture Champion
Competence in budget management, cost optimisation, and financial reporting.
Commitment to fostering diversity, inclusion, and a positive employee experience.
What We Offer
A senior leadership platform at one of the organisations most strategically important global capability centres.
Opportunity to shape the culture and direction of a growing, multi-disciplinary MGCC.
Exposure to global IT and business leadership across Life Science, Healthcare, and Electronics.
Competitive compensation aligned with global benchmarking standards.
A vibrant, inclusive work environment committed to continuous learning and professional growth.
Access to the org's global network, industry partnerships, and innovation ecosystems.
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