Service Delivery Lead – Medical Writing

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.

Die Position

Who We Are
At Roche, we combine science and digital innovation to deliver life-changing medicines and diagnostics globally. Behind our success is the global Roche content and digital services Lab, a cutting-edge unit driving scalable, high-quality content production across the enterprise.

We are seeking a structured, visionaryService Delivery Lead (SDL) to join our team. In this pivotal role, you will be accountable for ensuring effective, scalable, and high-quality operational service delivery within our global Medical Writing and core content ecosystem. You will oversee operational governance across both internal teams and external vendors, ensuring our communications remain scientifically accurate, regulatory-compliant, and impactful.

The Role: What You Will Do
As an SDL, you will be the operational engine and accountable owner for day-to-day service delivery performance within your scope. You will bridge the gap between creative storytelling, medical writing expertise, and rigorous operational governance.

Your primary responsibilities will include:

• Lead Medical Writing Services: Oversee Medical Writing services, ensuring that content production perfectly aligns with therapeutic guidelines, business needs, and strict regulatory standards.
• Harmonize Workflows: Manage and streamline cross-pillar content processes and workflows between medical writing and other core digital content functions.
• Cross-Functional Alignment: Collaborate closely with Compliance and Medical Affairs to maintain a perfect balance between creative brand storytelling and regulatory requirements.
• Operational Governance: Implement, monitor, and maintain standard operating procedures (SOPs), delivery frameworks, KPIs, and SLAs to guarantee consistent and measurable service execution.
• Stakeholder& Vendor Orchestration: Serve as the central coordination point between internal Business Leads, GDH Leads, and external delivery partners to ensure structured, transparent operations.
• Drive Continuous Improvement: Analyze service performance data, monitor metrics, identify inefficiencies, and execute structured improvement initiatives using defined governance frameworks.
• Future-Ready Innovation: Ensure cost-conscious, scalable delivery models while actively driving the adoption of modern technologies—including GenAI where applicable—to maximize efficiency.
• Capacity& Incident Management: Coordinate operational capacity planning for workload balance, and manage service incidents or escalations with rigorous root-cause follow-up.
• Collaboration with business partners in Switzerland, this position is based in Malaysia will need to work flexible hours. Occasionally—though not regularly—need to work during Malaysian evening hours.

Who You Are
You thrive within structured governance environments and are highly comfortable balancing operational oversight with executive stakeholder alignment. You are an expert at anticipating risks, addressing delivery challenges proactively, and championing a culture of continuous service improvement. Process integrity, performance transparency, and service consistency are at the core of how you operate.

Your Experience& Background

• 7–10 years of relevant experience in service delivery management, operational governance, or structured digital/content operations environments (corporate or agency setting).
• A strong, demonstrated background in the delivery ofmedical writing services, with personal experience as a medical writer considered a major plus.
• Proven experiencescaling medical writing services within a global healthcare, pharmaceutical, or highly regulated environment.
• Extensive experience working within global or multi-regional delivery models, seamlessly collaborating across offshore and onshore teams.
• Education: Bachelor’s degree in Business Administration, Information Technology, Engineering, Digital Operations, or a related field; an advanced degree is a plus.
• Certifications (Bonus): Professional certifications such as ITIL, PMP, Agile/Scrum, or other service management frameworks are highly beneficial but not mandatory.

Technical& Leadership Competencies

• Service Management Mastery: Solid understanding of operational performance management, including data-driven KPI/SLA monitoring and structured executive reporting.
• Analytical Problem Solving: Ability to analyze complex service data, spot patterns, and translate raw operational insights into measurable performance enhancements.
• Exceptional Communication: Clear, structured communication skills with the innate ability to convey operational performance and technical insights to diverse stakeholder levels.
• Matrix Agility: Strong organizational and prioritization skills within highly complex, matrixed global environments.

Why Join Roche Content Labs?
This is an opportunity to shape how scientific and medical narratives are delivered globally. At Roche, you will have the platform to build next-generation content delivery models, collaborate with world-class experts, and directly impact how health insights reach patients and healthcare professionals worldwide.
Ready to lead the future of healthcare content delivery? Apply today!

Wer wir sind

Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.

Gemeinsam können wir eine gesündere Zukunft gestalten.

Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.