Account Manager - Global Infrastructure and Solutions

United States of America, California, South San Francisco

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The incumbent will be a senior liaison - a Key Account Manager - between the different functions in GIS (Global Infrastructure and Solutions) and its Informatics partners in Pharma, DIA, and Group Functions.

The successful candidate will have the opportunity to bring the best of their experience and knowledge to their assigned Informatics partners and customers, who have both high standards and expectations. The candidate will demonstrate a keen focus on building and iteratively increasing Group Informatics’ (GI) process performance, customer satisfaction, delivery effectiveness, and benefits realization towards the business for investments approved.  

The candidate must be comfortable and credible working with GIS Informatics partners at the highest levels of management. They will be expected to contribute significantly to the Informatics Partner Leadership Team (LT) whom they will work closely with. The person will demonstrate mature and effective techniques of advocacy, persuasion, presentation, conflict/escalation management, and communication. They will have the ability to predict and remove barriers to project, solution, and service delivery processes across and among the Group Informatics groups assigned.

The incumbent will balance strategic initiatives, project portfolio, and operational thinking patterns required for the shared success of the accounts they manage between GIS and its Informatics partners.


  • Ability to quickly understand the business environment that the customer is working in, and assess the viability of the solution provided.

  • Demonstrated ability to balance among customer, quality, cost, delivery, and process metrics/goals.

  • Creative, proactive, credible, accountable, and be consistently reliable.

  • Strong communication skills (verbal, written, and presentation skills, 1:1 and 1:N).

  • Ability to forge relationships with colleagues spanning various domains, expertise areas, geographic sites/regions, and functional groups with a clear goal-based orientation.

  • Balanced leadership style, with a customer empathy and drive for results required for effective conflict management and arbitration.

  • 10-15+ years in a IT leadership role with proven track record of running high performing environments or managing senior-level relationships, with multi-dimensional customer environments, e.g. site groups, regional groups, global groups, etc.

  • IT Services delivery experience.

  • Familiar with Informatics delivery processes, preferably across Infrastructure, Enterprise, and Business Application solution domains.

  • Solid understanding of Information Technology, including the basics of IT Application landscapes and Infrastructure/Enterprise Solutions, with the ability to translate high-level technical requirements and specifications and business process requirements into layman terms.


  • Experience in managing large change initiatives and commitment to implement change sustainably. 

  • Multinational team leadership/management, with facility in interacting in highly virtual and geographically distributed environments.

  • Excellent project, program and portfolio management skills, with a knowledge and experience of contract and/or supplier management.

  • Demonstrated understanding of analytical principles and processes.

  • Bachelor’s degree in Informatics, Computer Science or equivalent technical field.



Roche is an equal opportunity employer.

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