Roche
Senior IT Service Delivery Manager
Indianapolis · Senior
Sponsorship not specified$119k-$220kDetected 13 days ago
DevOpsProject ManagementAgileStakeholder ManagementNegotiationForecastingProcess ImprovementVendor ManagementProcurementLeadershipCommunicationCollaborationProblem SolvingDemand Planning
About the role
- As a Senior IT Service Delivery Manager within the Diagnostics R&D Portfolio & Project Management (PPM) organization, you will champion the management, governance, and optimization of IT Services across the entire Diagnostics R&D department.
- You will put the needs of our scientific teams at the center of everything you do-ensuring the right processes, resources, and KPIs are in place to meet service commitments.
Responsibilities
- Strategic Partnership: Identify, engage, and collaborate deeply with all R&D functional heads (including Labs, Computational Science & Engineering, Instrumentation, Engineering, Business Partnering, CDMA, and PPM).
- Demand Forecasting: Maintain a forward-looking perspective of the R&D ecosystem to proactively forecast future infrastructure, platform, and service demands.
- Service Lifecycle Management: Drive the service lifecycle strategy in alignment with broader product roadmaps.
- Metrics & Performance: Define service runs against metrics that matter to R&D teams. Establish new Key Performance Indicators (KPIs), design measurement methods, and hold accountability for delivery against targets, deadlines, and quality standards.
- Process Improvement: Spot operational insights and performance trends to continually drive process efficiencies and quality enhancements. Initiate changes to service specifications based on real-world data.
- Incident & Escalation Management: Swiftly resolve operational incidents to minimize downtime, protecting scientific velocity and business goals. Manage high-profile escalations and implement root-cause improvements to reduce recurring issues.
- Service Continuity: Develop, evaluate, and continually refine business continuity and disaster recovery plans to safeguard critical R&D operations and datasets.
- Fiscal Accountability: Manage the team budget with full accountability for invoicing, billing controls, and compliance with local procurement, VMO, security, and legal processes.
- Sourcing Innovation: Lead Request for Proposal (RfP) processes, service benchmarking, and the onboarding or transition of services to new suppliers.
- A healthier future drives us to innovate.
Requirements
- Vendor & Sourcing Collaboration: Proven experience in defining technical requirements and operational scopes for Master Service Agreements (MSAs) and Statements of Work (SOWs).
- Technical Delivery: Deep expertise in the SDLC, Agile frameworks, and DevOps practices, with the ability to align IT service delivery with broader product roadmaps and business strategies.
- At Roche you can show up as yourself, embraced for the unique qualities you bring.
- Proven experience in defining technical requirements and operational scopes for Master Service Agreements (MSAs) and Statements of Work (SOWs).
- Deep expertise in the SDLC, Agile frameworks, and DevOps practices, with the ability to align IT service delivery with broader product roadmaps and business strategies.
Nice to have
- Bachelor's degree in IT, Computer Science, Business Administration, or a related field (MBA or Master's degree preferred).
- Industry certifications (e.g., ITIL, PMP, Agile/Scrum) are highly advantageous.
- 10+ years of senior-level IT service delivery management experience with a proven track record in managing external vendors and collaborating closely with strategic sourcing/procurement functions.
- Diagnostics, Pharma, or R&D experience is a strong plus.
Compensation
- The expected salary range for this position based on the primary location of Indianapolis, IN is between $118,700 - $220,400.
Benefits
- Relocation benefits are not available for this job posting.
- Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come.
- We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
- A discretionary annual bonus may be available based on individual and Company performance.
- This position also qualifies for the benefits detailed at the link provided below.
Company info
- Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products.
- Roche is an equal opportunity employer.
- It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence.
- The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.
- If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.
Equal opportunity
- equal opportunity employer.
- If you have a disability and need an accommodation in relation to the online
This listing is sourced directly from Roche's careers page and normalized into a canonical job model.