Delivery Service Manager

4 weeks ago

Mississauga, Ontario, Canada F. Hoffmann-La Roche Gruppe Full time
The Position

As a key member of our team, you will be responsible for the operational setup, delivery, governance, and continuous improvement of services associated with one or more products (technology solutions) to the business. These services enable our business to make and deliver quality pharmaceutical products.

The Opportunity
  • Understand and own every aspect of the service delivery, governance, and performance
  • Be the initial single point of contact and escalation for operational service issues
  • Drive continuous improvements to facilitate 'good enough' team output and elevate overall service experience
  • In collaboration with Product Managers and Chapter colleagues, ensure releases and changes are delivered in a controlled and agile manner
  • Lead the operations of services and products to achieve fit for purpose service levels in productivity, quality, output, and cost
  • Support audits and audit readiness
  • Ensure operational processes are designed, updated, and socialized with audits and compliance in mind
  • As needed, play different roles related to Delivery Management capabilities
Who you are:
  • 5-7 years of relevant experience as Delivery Service Manager providing mission-critical services in a global organization with a Bachelor's degree in computer science, information systems, or a related study (or equivalent project-related experience)
  • Expert in the discipline of IT Service Management, preferably certified in ITIL V3/V4
  • Experience in Computer Systems Validation (CSV)
  • Support Audit readiness at the site and awareness of regulations like HIPAA, GDPR, FDA CFR Part 11 will be an asset
  • Experience in supporting global initiatives, programs, and projects and strong stakeholder management and communication skills. Has experience in the pharmaceutical industry, Quality and Compliance
  • Experience working as a System Owner, keeping systems aligned with business needs and regulatory requirements
  • Experience with DevOps and emerging technologies
  • Knowledge of Agile methodologies, Scaled Agile Framework (SAFe)
Relocation benefits are not available for this job posting.

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 Pharma Canada has its office in Mississauga, Ontario, and employs over 850 employees. The Mississauga facility is bright, vibrant, fosters collaboration and teamwork, and is reflective of Roche's truly innovative culture.

As of January 4, 2022, Roche requires all new employees who work in Canada to be fully vaccinated against COVID-19 on the date they take office. This requirement is a condition of employment at Roche that applies regardless of whether the position is on a Roche campus or remotely. If you have a valid reason for not being fully immunized, which is limited to certain specific medical reasons or other valid reasons protected by applicable human rights laws, you may request an exemption and/or adaptation measures regarding this vaccination requirement.

Roche is an Equal Opportunity Employer.

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