Service Delivery Manager - RDT Digital Operations and Reliability

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Job description

The Specialist Service Delivery Manager (SDM) is a strategic leader responsible for service scope expansion, driving operational excellence, and directing the AI and Automation Roadmap. You will oversee the efficient and effective delivery of all managed services, serve as the main technical and procedural authority, and manage complex stakeholder interactions. This role is designed to lead Vendor Performance Management and to foster a culture of Continuous Service Improvement (CSI) within the Engineering L1 Support Team as part of the Global Operations organization.

Description of the area

Job Responsibilities

• Scope / (Content Leadership): Drives and is accountable for the efficient and effective delivery of all managed services. Leads current scope expansion and drives operational excellence by implementing key efficiencies.

• Accountability/Problem Solving: Serves as the main technical and procedural authority, resolving complex escalations and clarifying ambiguities for the Managed Service Provider (MSP). Proactively identifies delivery risks and assesses their potential impact.

• Stakeholder Management: Owns and facilitates service review meetings (including quarterly ones) with the Service Provider and the internal Service Owner. Ensures full alignment with Product Teams through open and timely communication.

• Impact/Strategy: Leads the AI and Automation Roadmap for Global Operations Center (GOC) activities. Fosters a culture of Continuous Service Improvement (CSI), using monthly reviews to drive automation and process optimization.

• Complexity/ (Product Size): Manages Vendor Performance Management with an integral view, ensuring the Managed Service meets contractual SLAs. Leads transitions involving new vendors or the inclusion of new tasks within the MSP scope.

• Business/Technical ability: Drives the "Shift-Left" strategy by standardizing complex Level 2 (L2) tasks for absorption by the MSP, aiming to improve First Contact Resolution (FCR). Evolves beyond traditional SLAs to prioritize high-quality interactions that boost employee productivity.

Qualifications

Education / Experience

• Demonstrated experience in vendor management and fostering a Continuous Service Improvement (CSI) culture in complex environments.

• In-depth knowledge of service management (ITIL, etc.).

• Experience leading the creation and maintenance of key operational documentation and the onboarding and offboarding process.

Technical Skills

• Expert in measuring, analyzing, and managing vendor performance to reduce costs and mitigate risks.

• Demonstrated experience in defining and maintaining a Vendor Performance Dashboard.

• Knowledge and experience in implementing AI and Automation solutions within service operations.

Additional Qualifications

• Highly collaborative leader with a proven track record in leading cross-functional global initiatives.

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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.