In Roche Informatics, we build on Roche's 125-year history as one of the world's largest biotech companies, globally recognized for providing transformative innovative solutions across major disease areas. We combine human capabilities with cutting-edge technological innovations to do now what our patients need next. Our commitment to our patients' needs motivates us to deliver technology that evolves the practice of medicine.
Be part of our inclusive team at Roche Informatics, where a shared passion for technological novelties and optimal IT solutions drives us.
About the position
The Senior Service Delivery Manager ensures process compliance, service excellence, and continuous improvement, overseeing Service Management across large Solution Trains or Value Streams for internal and external technologies. They define KPIs, optimize service performance, and ensure services are user-centric, accessible, and measurable.
Leading service operations, governance, and continuity planning, they enable quick incident recovery, proactive issue resolution, and demand forecasting. As trusted advisors, they collaborate with senior stakeholders to align service strategies with business needs, negotiate operational priorities, and drive efficiency.
Key Responsibilities
* Own & Manage IT Service Delivery, ensuring high availability, performance, and user satisfaction while driving proactive service management, stability, and continuous improvement.
* Actively identify and drive implementation of operational improvements to reduce escalations and incidents.
* Define, measure, and enhance Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) to exceed business expectations.
* Continuously evolve metrics relevant to customers and adopt new measures that capture user satisfaction.
* Business and Stakeholder Engagement : act as the primary operational contact, manage escalations, and collaborate with Product Managers and Domain partners to ensure controlled, agile releases and changes.
* Proactively engage stakeholders to forecast future demands and address potential needs early.
* Operational Excellence and Vendor Management : oversee service operations, optimize budgets, negotiate vendor contracts, and implement governance for service efficiency.
* Partner with Sourcing Managers and Vendor Managers to incorporate company sourcing strategies to find the best-suited delivery models and influence the quality of delivery by external vendors.
* Capability Leadership and Mentorship : set high standards, evolve methodologies, coach teams, and foster a culture of innovation, accountability, and continuous learning.
* Encourage the implementation of SAFe and DevOps maturity assessments while identifying automation opportunities and proactively driving service improvements.
Ideal Candidate Profile
* 7+ years in IT Service Management, preferably in a global, mission-critical environment.
* Bachelor’s degree in Computer Science, IT, or equivalent experience.
* Deep expertise in ITIL, Agile, DevOps, and Lean Service Management with a strong strategic and problem-solving mindset.
* Exceptional stakeholder management & communication skills, able to influence senior leaders and translate technical details into business language.
* Resilient and change-driven leader, adept at managing crises, driving transformation, and embedding best practices for lasting impact.
* Financial & Vendor Management Acumen, skilled in budgeting, cost optimization, and contract negotiations.
* Familiarity with Scaled Agile Framework (SAFe) and global program implementation.
* Passionate about learning, sharing, and further developing best practices and embedding them as next practices to achieve greater impact.
Leadership
The successful candidate will be a transformative leader, inspiring and guiding cross-functional teams in alignment with our organizational goals. You will empower teams to take ownership, enabling them to deliver on program objectives while fostering an environment of shared responsibility. You will play a critical role in ensuring that our programs are recognized for their excellence and business impact.
At Roche, we embrace a collective leadership mindset where leadership is shared, and responsibility is distributed across all levels. As a Senior Delivery Manager, you will promote collaboration and collective ownership within and across teams. By encouraging team members to lead in their areas of expertise, you will enhance innovation, accountability, and effective cross-functional teamwork, ultimately driving successful program outcomes.
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