Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.
Die Position
Job description
The Operational Service Delivery Manager (SE6) leads the day-to-day operational execution of services, prioritizing operational excellence, service stability, and robust ITSM process ownership. In this role, you will define and manage the operational scope of clinical evidence initiatives, ensuring high service availability and performance. You will act as the primary owner for service health, driving continuous improvement in incident response and proactive maintenance while navigating complex stakeholder environments to ensure seamless service delivery.
Description of the area
Job Responsibilities
- Core Pillar - Operational Management& Health: Leading operational teams with a focus on proactive maintenance and service health. Coordinating with source system teams to drive rigorous root cause analysis and permanent error resolution.
- Core Pillar - Performance& Response Optimization: Accountable for monitoring and exceeding SLAs and KPIs. Optimizing incident response times and service reliability standards through data-driven performance oversight.
- Core Pillar - ITSM Process Ownership: Directing end-to-end incident, change, and release management processes to ensure minimal business disruption and maximum service stability.
- Scope / (Content Leadership): Independently defines, manages, and controls the scope of medium to large initiatives or significant workstreams with moderate complexity. Leads and facilitates the scope definition process, aligning with strategic objectives, stakeholder expectations, and team dependencies. Proactively identifies, analyzes, and mitigates scope-related risks, manages scope changes, and champions the adoption of scope management best practices.
- Accountability/Problem Solving: Independently leads the analysis of moderate to complex delivery problems, driving root cause analysis and eliciting complex stakeholder needs. Accountable for comprehensive improvement plans and contributes to solution design and validation. Champions accountability, deals pragmatically with ambiguity, and uses effective facilitation techniques to guide teams while mentoring colleagues and building team spirit.
- Stakeholder Management: Identifies a diverse range of stakeholders across functional areas and develops comprehensive stakeholder communication plans. Effectively manages relationships to act as a trusted advisor, proactively shapes stakeholder perspectives, and navigates intricate stakeholder environments by resolving conflicts to ensure alignment.
- Impact/Strategy: Demonstrates consistent performance with an impact that typically extends to a specific product, initiative, or cluster. Contributes to achieving product or domain goals by ensuring value delivery, takes a proactive role in shaping team processes, and contributes to the implementation of strategic objectives for Informatics, the Chapter, and/or Domains.
- Complexity / (Product Size): Manages moderately complex initiatives or workstreams extending across a product or service. Manages the delivery of complex features, services, or projects (e.g., a service transition, a product release, or an Agile Release Train (ART) increment). Selects and tailors delivery methodologies while managing dependencies between activities.
- Business/Technical ability: Demonstrates strong business acumen by analyzing business needs and translating them into effective delivery strategies. Selects and adapts delivery methodologies to optimize results, manages complex delivery processes, and utilizes advanced delivery tools and techniques to address business challenges and contribute to planning.
Qualifications
Education / Experience
- Extensive experience in Service Operations and Operational Management, with a proven track record in maintaining high-availability IT services.
- Hands-on experience leading service transitions and managing complex operational workstreams within an Agile or DevOps environment.
- Relevant ITSM certifications (e.g., ITIL v4 Foundation or higher) are highly preferred.
Technical Skills
- Expertise in ITSM platforms (ServiceNow) for incident, problem, and change management, and proficiency in Jira for managing operational backlogs and service health dashboards.
Additional Qualifications
- Exceptional stakeholder management and communication skills, with the ability to facilitate workshops, resolve conflicts, and act as a trusted advisor to diverse stakeholders.
- Strong coaching and mentoring mindset, capable of championing accountability, connecting team development with business objectives
#Hyderabad2026
Wer wir sind
Eine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.
Gemeinsam können wir eine gesündere Zukunft gestalten.
Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.
