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Delivery Service Manager

1 month ago

Mississauga, Ontario, Canada Roche Full time

Job Summary

Roche is seeking a highly skilled Delivery Service Manager to lead the design, delivery, and continuous improvement of services for integrated technology products enabling the company to make and deliver quality pharmaceutical products.

Key Responsibilities

  • Own every aspect of service delivery, governance, and performance
  • Collaborate with business leaders to establish fit-for-purpose quality services and act as an escalation for major issues
  • Accountable for service quality, efficiency, effectiveness, and consumer satisfaction with the running of the service
  • Accountable for implementing service lifecycle strategy according to the product roadmap
  • Defines service runs in compliance with service metrics relevant to the consumer, identifies new ones, and designs methods to measure them
  • Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating overall service experience
  • Collaborate with Product Managers and business leaders to ensure releases and changes are delivered in a controlled and compliant manner
  • Lead the service delivery teams composed of internal and external third-party partners to achieve fit-for-purpose service levels in productivity, quality, output, and cost
  • Ensure processes are designed, updated, and socialized with audits and compliance in mind. Support audit readiness and inspections
  • Play a key role in establishing the implementation and continuous maturity of DevOps

Requirements

  • 8+ years of relevant experience as Delivery Service Manager providing mission-critical services in a global organization
  • 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 highly regulated industry, preferably Life Sciences
  • Good stakeholder management and communication skills
  • Experience in supporting global initiatives, programs, and projects and coordinate implementing the same at site level
  • Working hours: Normal hours, with flexibility to participate in virtual meetings outside of normal hours and to respond to escalations in the event of major incidents
  • Nice to have: Knowledge of the Scaled Agile Framework (SAFe)

What We Offer

Roche is an equal opportunity employer and prohibits unlawful discrimination based upon any legally protected ground. Roche will make a good faith effort to accommodate the individual needs of applicants with disabilities in our recruitment process.

Disclaimer

All employment is conditional upon completing and obtaining a satisfactory background check, including educational, employment, references, and criminal records (for which a pardon has not been granted) checks.