Delivery Service Manager

The Position

Delivery Service Manager

Mission :

As Delivery Service 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
• Accountable for service quality, efficiency, effectiveness and consumer satisfaction with the running of the service.
• Accountable for implementing Service lifecycle strategy according to the product roadmap.
• Defines service runs in compliance with service metrics relevant to the consumer, identifies new ones and design the methods to measure them.
• 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 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 the ability to influence and ensure efficient and effective delivery of operational plans
• Has knowledge and experience of all aspects of IT Service Management processes
• Has experience defining and controlling SLAs, KPIs and contract management
• 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 :

• 8+ 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
• 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 not eligible for relocation support.

This position is open to applicants legally authorized to work in Canada.

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.

NOTE : All employment is conditional upon completing and obtaining a satisfactory background check, including educational, employment, references and criminal records (for which a pardon has not been granted) checks.