Delivery Service Operations Manager

1 month ago


Mississauga, Ontario, Canada Roche Full time
About Roche

At Roche, we're a global leader in research-focused healthcare. With over 100,000 people across 100 countries, we're pushing back the frontiers of healthcare. Our success is built on innovation, curiosity, and diversity.

The Opportunity

We're seeking a skilled Delivery Service Manager to join our team in Mississauga, Ontario. As a key member of our Roche Pharma Canada team, you'll be responsible for the operational setup, delivery, governance, and continuous improvement of services associated with one or more products (technology solutions) to the business.

Key Responsibilities
  • Understand and own every aspect of the service delivery, governance, and performance
  • Face to the business for operational services and the initial single point of contact and escalation for operational service issues
  • Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating 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
Requirements
  • 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 of pharmaceutical industry, Quality and Compliance
  • Experience working as a System Owner skills that keeps systems aligned with Business needs and regulatory requirements
  • Experience of DevOps and emerging technologies
  • Knowledge of the Agile methodologies, Scaled Agile Framework (SAFe)
What We Offer

We offer a dynamic and collaborative work environment, with opportunities for growth and development. As a valued member of our team, you'll have access to a range of benefits, including competitive compensation, comprehensive health and wellness programs, and opportunities for professional growth and development.

Relocation benefits are not available for this job posting.



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