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

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 effective 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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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.

📌 IT Software Engineer - RDT Digital Operations and Reliability (India)
🏢 Roche
📍 India