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The Position

Job description

The Delivery Management Professional - IT Service Delivery Manager (SE6) leads moderately complex deliveries, proactively identifies improvements, manages diverse stakeholders, and contributes to strategic implementation.

As the IT Service Delivery Manager, you are the strategic leader accountable for the operational delivery, governance, and continuous improvement of the platform services. You will act as the primary authority for service performance, ensuring our platforms meet GxP/compliance standards while driving the AI and automation roadmap to increase operational efficiency.

Description of the area

The Clinical Submission Data and Content Generation & Reuse function focuses on modernizing the creation and management of clinical data and regulatory submission assets (data and content). It develops and deploys platforms for structured content management, enabling the reuse of approved components across documents. This group also pioneers the use of agentic AI to assist in generating, reviewing, and assembling complex submission assets (data and content), aiming to improve quality and reduce authoring timelines.

Job Responsibilities

• Scope / (Content Leadership): 
  • Independently defines, manages, and controls the scope of medium to large initiatives or significant workstreams with moderate complexity. 
  • Leads and facilitates the scope definition process, aligning with strategic objectives, stakeholder expectations, and team dependencies.
  • Proactively identifies, analyzes, and mitigates scope-related risks, manages scope changes, and champions the adoption of scope management best practices within the Chapter.
  • Accountable for Vendor Performance Management; monitor and review service provider adherence to agreed KPIs, SLAs, and contractual requirements to ensure high-quality delivery.
• Accountability/Problem Solving:
  • Independently leads the analysis of moderate to complex delivery problems, driving root cause analysis and eliciting complex stakeholder needs.
  • Accountable for comprehensive improvement plans and contributes to solution design and validation.
  • Champions accountability, deals pragmatically with ambiguity, and uses effective facilitation techniques to guide teams while mentoring colleagues and building team spirit.
• Stakeholder Management:
  • Identifies a diverse range of stakeholders across functional areas and develops comprehensive stakeholder communication plans. 
  • Effectively manages relationships to act as a trusted advisor, proactively shapes stakeholder perspectives, and navigates intricate stakeholder environments by resolving conflicts to ensure alignment.
• Impact/Strategy:
  • Demonstrates consistent performance with an impact that typically extends to a specific product, initiative, or cluster. 
  • Fosters a culture of Continuous Service Improvement (CSI). Proactively identify operational bottlenecks, analyze root causes of recurring issues, and drive automation or process optimizations to improve FCR (First Contact Resolution).

• Business/Technical ability:
  • Demonstrates strong business acumen by analyzing business needs and translating them into effective delivery strategies. 
  • Selects and adapts delivery methodologies to optimize results, manages complex delivery processes, and utilizes advanced delivery tools and techniques to address business challenges and contribute to planning.
  • Maintain systems in a constant state of audit-readiness. Act as a key representative during official inspections, proving the accuracy, traceability, and security of data and processes

Qualifications

Education / Experience

• Proven track record operating in a Delivery Management archetype (e.g., Project Manager, Service Manager) managing medium to large initiatives or significant workstreams.
• Experience managing the delivery of complex features or projects (such as service transitions or ART increments) across functional areas.
• Demonstrated experience translating requirements into strategic implementation plans and contributing to business planning and forecasting.

Technical Skills

• In-depth knowledge of ITIL/Service Management frameworks.
• Strong ability to select, adapt, and apply appropriate delivery methodologies to optimize results.
• Proficiency in utilizing advanced service management and delivery tools and techniques to manage complex processes and dependencies (e.g., ServiceNow and performance dashboards to track KPIs).
• Strong analytical skills to drive root cause analysis and propose comprehensive improvement plans.

Additional Qualifications

• Exceptional stakeholder management and communication skills, with the ability to facilitate workshops, resolve conflicts, and act as a trusted advisor to diverse stakeholders.
• Strong coaching and mentoring mindset, capable of championing accountability, connecting team development with business objectives, and building chapter team spirit.
• Demonstrated experience in vendor management and fostering a Continuous Service Improvement (CSI) culture.
  
  Shift: CET time zone
  #Hyderabad2026

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.