IT 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

Mission

As Delivery Service Manager you are accountable for the operational setup, delivery, governance and continuous improvement of services associated to one or more products (technology solutions) to the business. These services enable our business to make and deliver quality pharmaceutical products.

What You’ll Be Working On

• Understand and owns every aspect of the service delivery, governance and performance
• Face to the business for operational services and the initial single point of contact and escalation for operational service issues
• Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating overall service experience
• In collaboration with Product Managers, Domain partners and Chapter colleagues, ensure releases and changes are delivered in a controlled and agile manner
• Lead the operations of services and products to achieve fit for purpose service levels in productivity, quality, output, and cost
• May act as squad lead for run squads (Ops or DevOps)
  
  

The ideal candidate

• Self-motivated personality. Can drive his/her area independently and with a strategic mindset
• 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

• 3+ years of relevant experience as Delivery Service Manager providing mission-critical services in a global organization
• Bachelor's 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
• Nice to have: Knowledge of the Scaled Agile Framework (SAFe)
  
  

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.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.