Regional Service Operations Manager

2 weeks ago


Mississauga, Ontario, Canada F. Hoffmann-La Roche AG Full time
Role Overview

We are seeking a skilled Regional Service Operations Manager to lead our End-to-End Support Framework in Canada. This is a temporary role until the end of 2024.

In this position, you will oversee the operational interface between our global team and regional customers/stakeholders, ensuring precise and efficient service delivery through our E2E Support Framework that meets or exceeds performance goals/SLAs.

About the Job

As a Regional Service Operations Manager, you will be responsible for:

  • Oversight, monitoring, and compliance of all E2E SF processes and procedures within the region.
  • Precise and efficient service delivery through E2E Support Framework that meets or exceeds performance goals/SLAs for optimal day-to-day operational performance.
  • Collaboration with Regional Service Delivery/Operations teams by providing support and consultation related to E2E Support Framework.
  • Acting as the operational interface between E2E SF Global team and the E2E SF Stakeholders and support partners regionally/globally.
  • Driving innovation and continuous improvement of E2E SF-related processes and procedures, tools, and Ways of working in co-creation with support partners.
Requirements

To succeed in this role, you will need:

  • 10 years of experience in operational service management in a similar environment.
  • 5 years of experience working with the ServiceNow platform.
  • Bachelor's/Master's degree in Business Administration or any Technical field.
  • Good understanding of Service Level Agreement (SLA) in Operations.
  • In-depth understanding of ServiceNow and IT service management (ITSM) processes, IT operations, and related industry frameworks.
Benefits

This role offers a competitive salary range of $90,000-$110,000 per year, depending on experience, plus benefits and opportunities for growth and development.



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