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The Position

Job description

The Operational Service Delivery Manager (SE6) leads the day-to-day operational execution of services, prioritizing operational excellence, service stability, and robust ITSM process ownership. In this role, you will define and manage the operational scope of clinical evidence initiatives, ensuring high service availability and performance. You will act as the primary owner for service health, driving continuous improvement in incident response and proactive maintenance while navigating complex stakeholder environments to ensure seamless service delivery.

Description of the area

Job Responsibilities

• Core Pillar - Operational Management & Health: Leading operational teams with a focus on proactive maintenance and service health. Coordinating with source system teams to drive rigorous root cause analysis and permanent error resolution.

• Core Pillar - Performance & Response Optimization: Accountable for monitoring and exceeding SLAs and KPIs. Optimizing incident response times and service reliability standards through data-driven performance oversight.

• Core Pillar - ITSM Process Ownership: Directing end-to-end incident, change, and release management processes to ensure minimal business disruption and maximum service stability.

• Scope / (Content Leadership): Independently defines, manages, and controls the scope of medium to large initiatives or significant workstreams with moderate complexity. Leads and facilitates the scope definition process, aligning with strategic objectives, stakeholder expectations, and team dependencies. Proactively identifies, analyzes, and mitigates scope-related risks, manages scope changes, and champions the adoption of scope management best practices.

• Accountability/Problem Solving: Independently leads the analysis of moderate to complex delivery problems, driving root cause analysis and eliciting complex stakeholder needs. Accountable for comprehensive improvement plans and contributes to solution design and validation. Champions accountability, deals pragmatically with ambiguity, and uses effective facilitation techniques to guide teams while mentoring colleagues and building team spirit.

• Stakeholder Management: Identifies a diverse range of stakeholders across functional areas and develops comprehensive stakeholder communication plans. Effectively manages relationships to act as a trusted advisor, proactively shapes stakeholder perspectives, and navigates intricate stakeholder environments by resolving conflicts to ensure alignment.

• Impact/Strategy: Demonstrates consistent performance with an impact that typically extends to a specific product, initiative, or cluster. Contributes to achieving product or domain goals by ensuring value delivery, takes a proactive role in shaping team processes, and contributes to the implementation of strategic objectives for Informatics, the Chapter, and/or Domains.

• Complexity / (Product Size): Manages moderately complex initiatives or workstreams extending across a product or service. Manages the delivery of complex features, services, or projects (e.g., a service transition, a product release, or an Agile Release Train (ART) increment). Selects and tailors delivery methodologies while managing dependencies between activities.

• Business/Technical ability: Demonstrates strong business acumen by analyzing business needs and translating them into effective delivery strategies. Selects and adapts delivery methodologies to optimize results, manages complex delivery processes, and utilizes advanced delivery tools and techniques to address business challenges and contribute to planning.

Qualifications

Education / Experience

• Extensive experience in Service Operations and Operational Management, with a proven track record in maintaining high-availability IT services.

• Hands-on experience leading service transitions and managing complex operational workstreams within an Agile or DevOps environment.

• Relevant ITSM certifications (e.g., ITIL v4 Foundation or higher) are highly preferred.

Technical Skills

• Expertise in ITSM platforms (ServiceNow) for incident, problem, and change management, and proficiency in Jira for managing operational backlogs and service health dashboards.

Additional Qualifications

• Exceptional stakeholder management and communication skills, with the ability to facilitate workshops, resolve conflicts, and act as a trusted advisor to diverse stakeholders.

• Strong coaching and mentoring mindset, capable of championing accountability, connecting team development with business objectives

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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.