Service Delivery Manager

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

The Position

Service Delivery Manager

Mission :

As Service Delivery Manager you are accountable for the design, delivery and continuation improvement of services for a set of integrated technology products enabling Roche to make and deliver quality pharmaceutical products.

What you ll be working on:

• Own every aspect of the service delivery, governance and performance

• Collaborate with business leaders to establish fit for purpose quality services and act as an escalation for major issues

• Responsible for driving continuous improvements to facilitate good enough team output and elevating overall service experience

• Collaborate with Product Managers and business leaders to ensure releases and changes are delivered in a controlled and compliant manner

• Lead and be an IT Point of contact for inspections and audits

• Act as an IT System Owner for multiple safety applications

• Act as an IT Product Owner and partner with Product Managers to manage the application roadmaps

• Participates in large/global cross-functional squads. May take a leading role interacting directly and strategically with all stakeholders. Mentors colleagues and helps others develop expertise/skills.

• Leads members of their functional area on large enterprise or multi portfolio initiatives. Able to influence inter-departmental decisions. Viewed as a key opinion leader. Acts as team/squad lead. Able to represent managers at meetings and make basic decisions. Can influence decisions within an area.

• Identified role model in teamwork and driving good collaboration across projects and functional groups and between IT and business.

• Lead the service delivery teams composed of internal and external third party partners to achieve fit for purpose service levels in productivity, quality, output, and cost

• Ensure processes are designed, updated and socialized with audits and compliance in mind. Support audit readiness and inspections

• Play a key role in establishing the implementation and continuous maturity of DevOps

The ideal candidate:

• Has business domain knowledge in the pharmacovigilance industry, safety & risk management area for LSMV (Lifesphere Multivigilance) Drug safety system

• Has experience of handling inspections with relative ease

• Has experience working with IT and Business Senior Leaders in global environment

• Has led teams/squads to achieve strategic objectives

• Has experience to build solid System Owner skills that keeps systems aligned with business needs and regulatory requirements

• Has experience working in DevOps and CI/CD environments

• Passionate about learning, sharing and further developing best practice and embed it as next practice to achieve greater impact

• Result driven and ability to drive effective outcomes with an agile mindset

• Positive attitude and high energy with exceptional cross-group collaboration working with partner teams

• Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset

Requirements:

• 12+ years of relevant experience as Delivery Service Manager providing mission-critical services in a global organization

• 4+ years of experience in handling PV inspections and audits

• Bachelors degree in computer science, information systems or a related study (or equivalent project-related experience)

• Expert in the discipline of IT Service Management, preferably certified in ITIL V3/V4

• Experience in Computer Systems Validation (CSV)

• Support Audit readiness at the site and awareness of regulations like HIPAA, GDPR, FDA CFR Part 11 will be an asset

• Experience in highly regulated industry, preferably Life Sciences

• Good stakeholder management and communication skills

• Experience in supporting global initiatives, programs and projects and coordinate implementing the same at site level

• Working hours: Normal hours, with flexibility to participate in virtual meetings outside of normal hours and to respond to escalations in the event of major incidents

• Nice to have: Knowledge of the Scaled Agile Framework (SAFe)

This position is open to Pune (Roche Tech Hub) only.

Roche is an equal opportunity employer and prohibits unlawful discrimination based upon any legally protected ground. Roche will make a good faith effort to accommodate the individual needs of applicants with disabilities in our recruitment process.

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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.

Roche is an Equal Opportunity Employer.

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