Chapter Lead Digital Solutions - IVC Services

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The Position

The internal value chain for digital solutions team is acting as a linking pin across the organization to support global lifecycle teams and affiliates in the commercialization of digital solutions. 
The team is working on building the back office foundations for a successful digital business, along the customer journey “Subscribe-to-retire” digital products. The team provides the organization with fit-for-digital operational processes, innovative technology, analytics and global services.
As IVC chapter lead for services, you report to the Head of IVC.

Main accountabilities:

• Act as the global organization providing operational services to sales affiliates and RIS for the digital business. Focus is on the diagnostics division (over 60 legal entities) with the mandate and ambition to serve both divisions. 

• Become the main point of contact for the organization when it comes to the following services:

  • The product launch service (maintaining material master data and pricing data), 

  • The backoffice service (entering contract data in SMP), 

  • The product access management/supply chain (tenants and license keys)

  • The operational support service (3rd party management, contract amendment support, etc.)

• Ensure delivery of best-in-class services and full satisfaction of customers

• Ensure constant alignment of the service operations with the business needs and compliance requirements (legal, tax, finance, etc.).

• Lead a team of around 10 service owners and contractors, responsible for designing, implementing and delivering best-in-class operational services 

• Accountable for team budget

• Accountable for key stakeholder relationships

Main responsibilities:

• Contribute to build and develop the IVC organization, vision, identity and reputation

• Run the IVC services chapter in close alignment with the other IVC chapters and local/regional/global stakeholders: mission, team, skills, resource sourcing for consultants, ways of working and handover points. 

• Ensure that the mission and value of your chapter is in line with the Roche digital strategy. Set and align the functional goals of your chapter to those defined by RIS, the regions and the markets. Ensure they are refined and adjusted as the needs evolve.

• Integrate the IVC services organization within the overall Roche organizational structure, clarifying ways of working and accountabilities with interdependent organizations (regions, affiliates, other service organizations, RIS LCTs, other IVC chapters).

• Drive divisional alignment, harmonization and cultural change when it comes to back-office services for digital products with all impacted stakeholders: Business Areas, group functions, regions and affiliates

• Lead your team to:

  • Adjust the business service catalogue based on LCTs and Affiliates needs

  • Define standard operating procedures and KPIs for each service. Prepare potential transition towards shared service center execution

  • Deliver best-in-class services and actively drive forward customer experience

  • Seek for constant improvement, innovation and automation of services in an ever changing environment

  • Seek to reduce the cost-to-serve as business and service volumes are expected to scale

• Ensure that divisional standards are being built and lived on a daily basis in Roche Diagnostics, in an efficient and scalable way going forward

• Attract, retain, motivate and develop a high performing team in a VUCA (Volatility, uncertainty, complexity and ambiguity) environment and lead the team within all relevant locations.

• Develops and leads in an open and transparent culture - dedicated to Customer focus, compliance and continuous improvement

• Ensures that relevant documentation is completed according to Quality processes.

Formal Training & Education:

• Bachelor in Business Economics and / or Business Informatics  / Information Technology and / or any corresponding study or practical experience

• Master’s degree preferred

• Fluent in English, additional languages beneficial

Skills / Experience:

• 7- 10 years of experience in Consulting and/or Business and/or IT

• > 3 years leadership experience in a local, regional and/or global, matrix organization beneficial

• In-depth experience with business process definition and implementation

• In-depth experience around implementing and providing global services to various stakeholders 

• In-depth experience of around Digital World

• Proven track record in handling a wider scope of responsibilities in an international and matrixed organization.

• Excellent communication and presentation skills

• Strong outcome oriented

• Team development skills

• Global Cultural awareness

Working conditions:

• International travel is required to perform the job effectively (up to 30%).

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.

Roche is an Equal Opportunity Employer.