Job Description

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people\xe2\x80\x99s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionPurpose and MissionThe role Delivery Service Manager holds accountability and responsibility for the way global service management processes are executed. This covers the operational delivery of one or more IT services to the business. The Delivery Service Manager produces service outputs in the incident, problem, change and release management processes, tailored to the accounted IT service or a set of IT services.Desired Main Outcomes of Role InteractionHigh visibility and awareness of operational efficiency with business customersIT services are operated at agreed fit for purpose service levels in productivity, quality, output, and costReleases and changes are applied without interruption of services.Role InterfacesInternal Business customersInternal IT partnersIT quality representativesExternal partners and vendors\xe2\x80\x8bNumber of Subordinates (If any)None. However, this person will be assigned the role of a Squad Lead.Required experience & Qualification:Years of relevant working experienceA minimum of 8 years of experience in IT5 years of experience in IT Service ManagementAcademic RequirementBachelor\'s degree in computer science, information systems or a related study (or equivalent project-related experience).Key competenciesPassionate about learning, sharing and further developing \xe2\x80\x9cbest practice\xe2\x80\x9d and embed it as \xe2\x80\x9cnext practice\xe2\x80\x9d to achieve greater impactGood enough instead of perfectionExhibits servant leadership behavior, self-aware leader and a flexible team-player in a multi-cultural environmentAgile competencies: having a growth mindset, knowing yourself, being courageous and get connectedPossess a strategic mindset to be able to coordinate and manage all aspects of a product/serviceKey responsibilitiesFace to the business for operational services and the initial single point of contact and escalation for operational service issues.Change control procedure and processes are in place. Ensures releases and changes are delivered in a controlled and agile manner.Computerised System Validation (CSV) compliance guidelines and procedures are followed where applicable.Responsible for driving continuous improvements to facilitate \'good enough\' team output and elevating overall service experience.Regular service reports to IT management and business clients are issuedInput and guidance to cross-functional and cross-regional communities of practice is provided out of the service units, increasing and spreading knowledge and skills within PDIX (Informatics for Product Developments).Mandatory skillsProficient in Mandarin is EssentialExpert in the discipline of IT Service Management.Certified in ITIL V3/V4Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindsetStakeholder managementCommunication skillsLife sciences industry in pharmacovigilance and commercial process, solution, application and system knowledge preferredWorking hoursNormal hours with flexibility to participate in virtual meetings outside of normal hours and respond to escalations in the event of major incidents.Travel requirement25%Who we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.Roche is an Equal Opportunity Employer.

Roche