Learning Creation – Service Management & Supplier Engagement Senior Specialist

Job Description

Job Title GSD HR Learning Operations – Learning Creation – Service Management & Supplier Engagement Senior Specialist

 

 

Overview

 

Ensures stakeholder satisfaction and supplier accountability.

 

Manages stakeholder engagement and supplier performance across Learning Creation services, ensuring alignment to SLAs, service expectations, and continuous evolution of the operating model.

 

Immediate emphasis on service transition, integration and stabilization, evolving into a greater focus of optimization of the Learning Creation model, finding ways to standardize, simplify, centralize, and streamline our service delivery model to deliver value for our clients and the business.

 

The Service Management & Supplier Engagement Senior Specialist, Learning Creation is responsible for:

 

- Owning stakeholder communication framework for Learning Creation services

- Managing relationships with Learning Partners and internal stakeholders

- Monitoring supplier performance against SLAs, KPIs, and quality standards leveraging Learning Operations centralized and standardized dashboards in partnership with Data & Insights team

- Leading service reviews and performance discussions with BPO partners

- Driving change management for service model evolution

- Supporting internal stakeholders in navigating the service model

- Identifying improvement opportunities and lead initiatives to enhance service delivery.

  

Duties, Responsibilities, Activities:

 

Essential Function

Stakeholder Engagement & Service Communication

 

·        Serve as primary interface for Learning Partners and internal stakeholders.

·        Develop and maintain structured communication cadence and governance forums.

·        Build trusted advisor relationships through proactive engagement.

·        Ensure clarity of service offerings, processes, and expectations.

 

Supplier Performance & SLA Management

 

·        Monitor supplier performance against SLAs, KPIs, and quality standards.

·        Conduct regular service reviews and performance evaluations.

·        Provide feedback and drive continuous improvement with suppliers.

·        Support SLA definition, tracking, and enforcement.

Issue & Escalation Management

 

·        Manage escalated delivery or service issues impacting stakeholders or BPO partners.

·        Coordinate resolution across internal teams and suppliers.

·        Track issues, root causes, and resolution outcomes.

·        Ensure timely and effective communication during issue resolution.

 

Change Management & Service Evolution

 

·        Drive change management initiatives for evolving service models.

·        Support adoption of new processes, tools, and ways of working.

·        Identify improvement opportunities in stakeholder and supplier interactions.

·        Partner with Service Experience to enhance service delivery maturity.

 

 

Skills/Knowledge Required/Preferred

·        Strong stakeholder and relationship management capability

·        Experience managing supplier performance

·        Knowledge of service management frameworks (e.g., SLAs, governance models)

·        Change management and communication expertise

·        Experience in HR / Learning operations/ Content Creation preferred.

 

 

Minimum Experience Required/Preferred

Prior experience with managed services in Learning Creation, stakeholder engagement and management and enablement of partner success.

Demonstrated knowledge and understanding of the service delivery function.

Additional location(s) Compensation Information:

Required Skills:

Business Process Creation, Business Process Creation, Change Management, Communication Management, Dashboard Reporting, Data Quality Management, Delivery Management, eLearning Solutions, Employee Compensation and Benefits, HR Automation, Human Resource Information Systems (HRIS), Human Resource Management, Human Resources Analytics, Learning and Development (L&D), Localization for Brazil, Organizational Change Management, Partner Relationship Management (PRM), Payroll Operations, Payroll Processing, Proactive Behavior, Process Alignment, Process Improvements, Process Simplification, Process Standardization, Relationship Management {+ 9 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

Search 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:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

NA

Job Posting End Date:

10/31/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.