Service Delivery Manager (USIX)

Canada, Ontario, Mississauga

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Title: Service Delivery Manager
Division: IT
Duration: Full-time, permanent

As the Service Delivery Manager, you are accountable for the operational delivery, governance, and continuous improvement of IT services  provided to Roche/Genentech Commercial business areas.

The Service Delivery Manager will have excellent customer relationship management skills with a service minded attitude and ability to translate IT terminology into business relevant language.

Key Responsibilities

  • Lead  IT operations squads for Roche/Genentech Commercial (PE, OCE, FCE, and WEX) Networks. Driving and managing the squad to deliver excellent operational support services

  • Understand and own every aspect of 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 elevate overall service experience 

  • In collaboration with Product Managers, ensure releases and changes are delivered in a controlled and agile manner

  • Lead the operations of products and services to achieve fit for purpose service levels in productivity, quality, output, and cost

  • Business partnership with all IT and Business stakeholders, GIS (Global Infrastructure Solutions), Commercial, Site Services, & Vendor(s) for an end to end service delivery of applications

  • Promote a culture of agility, diversity, inclusion, and continuous improvement to nurture a customer-focused, growth mindset work environment and evaluate, promote, coach, and develop team members

  • Refine, negotiate and implement Service Level Agreement with Vendors and contingent workforce suppliers including leading discussion for positioning a Master Service Agreement with a strategic vendor

  • On an active basis, monitor and direct vendor service delivery per stated Service Level Agreements. Act as point of contact to suppliers during problem management, system upgrades and other mandated events. 

  • Perform all internal critical issues and executive communications regarding system issues and service delays.

  • Establish and report monthly on effective, actionable metrics for all IT Service Management processes.

  • Accountable for deployment of new services and enhancements to existing services

  • Familiar with and adheres to Statement of Work (SOW) for contract resources and system implementers

  • Responsibility for detailed discussions with service vendors for creating or changing SOW’s, and has primary responsibility for adhering to budgets and forecasts for services SOW’s.

  • Ensures that all Roche/Genentech required training and knowledge transfer has occurred to contract resources.

  • Travel requirement : up to  20% (to the US-San Francisco Primarily) 

Preferred Qualification

  • Bachelor’s degree or equivalent work experience in computer sciences, software engineering or similar 

  • 5 - 10 years of professional IT experience running high performing environments, a plus would be in multiple technical and business domains

  • Demonstrated successful experience performing Core ITIL Responsibilities in Workplace technology and an active user of ServiceNow

  • Demonstrated ability to translate business requirements into service level requirements with a clear understanding of system implications

  • ITIL Foundation Certificate, ITIL Practitioner of ITIL, with ITIL Service Managers Certificate a plus

  • Experience in the pharmaceutical industry and  in Computer Systems Validation (CSV). is a plus

  • Fluent English skills (written and spoken) 

  • Demonstrated ability to work with different resourcing models, effective management of consulting and employee resources

  • Demonstrated negotiating skills in a relevant situation

  • Demonstrated ability to understand core concepts of Vendor Management and SOW’s

  • Passionate about learning, sharing and further developing ‚ best practices and embed it as, next practice‘ to achieve greater impact

  • Strive for excellence and exhibits servant leadership behavior, self-aware leader and a flexible team-player

  • Possess a combination of being proactive, outgoing, analytical thinking, hands-on problem solving, strong communication skills and a customer-service mindset

  • Nice to have experience working in Agile working environments and familiarity with DevOps working practices

Technologies currently supported by the group include the following but are not limited to:

  • SalesForce

  • FileMaker

  • Zendesk/ServiceNow

  • Tableau/Qlik

  • Model N Platform

  • Agiloft Platform

Qualified candidates are encouraged to apply no later than April 8, 2020.

This position is not car eligible. 

This position is not eligible for relocation support.

This position is open to applicants legally authorized to work in Canada.

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


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.

AGENCY NOTICE: Please note that Roche Canada does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, Roche Canada will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Roche Canada explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

Roche is an equal opportunity employer.

Information Technology, Information Technology > IT Business Process Management, Consulting and Support