Time left to apply End Date: April 8, 2025 (13 days left to apply)
job requisition id 202503-106446
Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position
About Roche Informatics
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
1. Own & Manage IT Service Delivery, ensure high availability, performance, and user satisfaction while driving proactive service management, stability, and continuous improvement.
2. Define, measure, and enhance Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Key Performance Indicators (KPIs) to exceed business expectations.
3. 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.
4. Operational Excellence and Vendor Management, oversee service operations, optimize budgets, negotiate vendor contracts, and implement governance for service efficiency.
5. Capability Leadership and Mentorship, set high standards, evolve methodologies, coach teams, and foster a culture of innovation, accountability, and continuous learning.
Ideal Candidate Profile
1. 7+ years in IT Service Management, preferably in a global, mission-critical environment.
2. Bachelor’s degree in Computer Science, IT, or equivalent experience.
3. Deep expertise in ITIL, Agile, DevOps, and Lean Service Management with a strong strategic and problem-solving mindset.
4. Exceptional stakeholder management & communication skills, able to influence senior leaders and translate technical details into business language.
5. Resilient and change-driven leader, adept at managing crises, driving transformation, and embedding best practices for lasting impact.
6. Financial & Vendor Management Acumen, skilled in budgeting, cost optimization, and contract negotiations.
7. Familiarity with Scaled Agile Framework (SAFe) and global program implementation.
8. Passionate about learning, sharing, and further developing best 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.
Who we are
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
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