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Service Delivery Manager

2 months ago

Mississauga, Ontario, Canada Roche Full time

About the Role

We are seeking a highly skilled Service Delivery Manager to join our team at Roche. As a key member of our organization, you will be responsible for designing, delivering, and continuously improving services that enable us to make and deliver quality pharmaceutical products.

Key Responsibilities

  • Own every aspect of service delivery, governance, and performance, ensuring seamless execution and continuous improvement.
  • Collaborate with business leaders to establish fit-for-purpose quality services and act as an escalation point for major issues.
  • Accountable for service quality, efficiency, effectiveness, and consumer satisfaction, driving continuous improvements to facilitate 'good enough' team output and elevate overall service experience.
  • 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, supporting audit readiness and inspections.
  • Play a key role in establishing the implementation and continuous maturity of DevOps.

Requirements

  • 8+ years of relevant experience as a 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) and highly regulated industries, preferably Life Sciences.
  • Good stakeholder management and communication skills, with experience in supporting global initiatives, programs, and projects.

About Roche

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

Important Note

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.