Service Delivery Lead

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

As a Service Delivery Lead within the Global Digital Hub, you will play a pivotal role in ensuring the seamless day-to-day delivery, optimization, and evolution of our digital content services across Roche Pharma, Diagnostics, or Group Communications. You will work closely with the Global Digital Hub Chapter Leads, Strategic Business Partners, and other stakeholders, operational teams, and external vendors to ensure service excellence, consistent performance, and continuous improvement.

The Opportunity

As the Service Delivery Lead, you will:

• Oversee day-to-day service delivery and operational planning across digital content channels, internal teams, and external vendors.
• Collaborate with Chapter Leads, Strategic Business Partners, and other stakeholders to define scalable service standards, optimize operational models, and implement streamlined delivery processes.
• Establish harmonized ways of working within your chapter and across interconnected networks to ensure alignment and operational excellence.
• Lead coordination with external vendors and internal teams to achieve seamless and efficient service execution.
• Monitor, track, and report key performance indicators (KPIs) and service level agreements (SLAs), addressing gaps proactively to continuously improve service quality.
• Manage resource and team capacity planning to maintain optimal service levels, ensuring alignment with production demands.
• Prepare and present performance updates, operational reviews, and key reports to stakeholders, highlighting achievements, risks, and improvement opportunities.
• Drive continuous service improvement by collecting feedback, conducting root cause analyses, and implementing process optimizations.
• Support the testing and integration of next-generation technologies, including GenAI, to enhance service scalability and customer experiences.
• Handle incident management and promptly resolve escalations, using post-incident analysis to prevent recurring issues.
• Focus on cost optimization, service scalability, and maximizing operational value.
• Participate in recruitment efforts across Roche Services & Solutions locations and ensure operational readiness for high-impact campaigns and product launches.
• Assist in capacity planning, budgeting, and forecasting by delivering team resource insights, vendor performance data, and trend-based growth projections.

Who You Are

You are a dedicated professional with a proven track record of delivering high-quality services, thriving in collaborative environments, and driving operational improvements. You have a solutions-focused mindset, strong organizational skills, and an ability to align global stakeholders to achieve unified goals.

Your qualifications include:

• Proven experience in managing service delivery, operations, or governance, preferably in digital marketing, content operations, or IT services.
• Expertise in managing KPIs, SLAs, and vendor performance, with a strong ability to analyze service data and implement data-driven improvements.
• Strong skills in stakeholder management across global, regional, and local teams, fostering collaboration among diverse groups.
• Proficiency with content management systems (e.g., Veeva Vault, Adobe Experience Manager, Digital Asset Management platforms) and digital marketing technologies.
• Bachelor's degree in business, operations, digital marketing, or a related field; an advanced degree is a plus.
• Familiarity with and enthusiasm for leveraging technologies such as GenAI to optimize service delivery and innovation.
• Exceptional communication skills to effectively engage diverse stakeholders and present complex strategies in a clear manner.
• Experience working within global, virtual teams and managing operations across different time zones. Flexibility for travel is required.

Why Join Us?

At Roche, you'll have the opportunity to play a strategic role in shaping our digital services while collaborating with talented global teams. Be part of an exciting journey as we harness innovation, data-driven insights, and cutting-edge technologies to deliver impactful services across our organization.

Relocation benefits are not available for this job posting.

Wer wir sind

Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 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.