At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The PositionJob 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 efficient 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.
#HYD2026
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
Skills Required
- Demonstrated experience in vendor management
- Experience fostering a Continuous Service Improvement culture in complex environments
- In-depth knowledge of service management, including ITIL
- Experience creating and maintaining operational documentation
- Experience managing onboarding and offboarding processes
- Expertise measuring, analyzing, and managing vendor performance to reduce costs and mitigate risks
- Experience defining and maintaining a Vendor Performance Dashboard
- Knowledge and experience implementing AI and automation solutions within service operations
- Proven track record leading cross-functional global initiatives
- Highly collaborative leadership ability
Roche Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Roche and has not been reviewed or approved by Roche.
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Retirement Support — U.S. materials describe a 401(k) with both matching and an additional company contribution, supported by formal plan documents and true‑up features. This structure is positioned as a standout element of the total package, particularly at Genentech.
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Leave & Time Off Breadth — Time‑off provisions include substantial vacation, a year‑end shutdown, and a paid six‑week sabbatical after six years. These elements indicate a recharge‑oriented approach within the U.S. offering.
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Healthcare Strength — Company materials emphasize comprehensive medical, dental, vision, and mental‑health resources alongside well‑being programs. Benefits pages consistently highlight breadth across core health coverage elements.
Roche Insights
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
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