Years of relevant working experience
5-8 years of experience in leading support teams and managing IT services of local and global scope, in multicultural, international and distributed environment.
Degree/Masters in Information Technology or equivalent
Strong background in IT service management such as ITIL.
Experience in applying IT service improvement methodologies like LEAN management, Six Sigma or others.
Ability to cooperate and communicate with people at different organization levels and within multi-disciplinary teams.
Supplier performance management including KPI-driven activities.
Knowledge on Project Management (e.g.PMI, Prince2) and Agile methodologies (like Scrum, Kanban, Lean) will have added advantage
Manage project deliverables which includes building up solution team and responsible for the delivery as per agreed plan. Ensure transition to support activities is completed before a project is closed.
Translate the operational needs of services into written Service Agreements and Service Catalogues following Group standard. Responsible for smooth running of day-to-day service operations as per SLA as well as maintaining the service lifecycle as per target operating environment.
Partnering with Vendor Management Office with a focus in delivering projects and services via strategic and specialized suppliers in both Time & Material and Managed Services. Main responsibilities will be on service scope setup, providing input for work estimation and cost model, participating in supplier selection as well as being involved in resource selection process.
Drive service performance by closely working with suppliers and other IT Partners using global standard KPIs. Participating in service status meetings, reviewing service operational report and scorecards and producing management reports to the Leadership team and business stakeholders.
Responsible in building, maintaining and managing relations with business partners addressing requirements/escalations/improvement needs related to respective services, consulting, proposing solutions and take accountability for their delivery.
Adopt Roche global financial management processes and tools to respective portfolio and ensure monthly demand and supply figures are accurate and maintain cost transparency with relevant budget owner. Initiate and drive cost optimization efforts in order to provide savings to the company.
Manage escalations by working with the right party(s) to resolve problems, lead service improvement plans or task force if necessary. Ensure clear communication on escalation responses is done in a timely manner.
Ensure knowledge management activities are set up and maintained evergreen as well as keep additional focus in retaining critical knowledge within the organization.
Support innovation in scope of processes and technologies and identifying opportunities to reuse existing solutions.
Minimum 5 years of experience in leading project/service teams and managing IT projects/services of local and global scope, in multicultural, international and distributed environment.
Hands on experience in service design, service transition and service operation activities.
Minimum 3 years of experience in application projects and operational support with good understanding of of Java and .NET (common technologies and platforms), SQL and Oracle, BI, ETL (Infomatica) and/or BI Reporting tools (Tableau, SAP BO).
Minimum 3 years of experience in working with external suppliers of IT services in software development and maintenance.
Excellent command of English with outstanding communication skills.
Skills to envisage possible problems, determine and implement solutions.
Influencing, persuasion and negotiations skills, self-reliance and effective in management of a large area.
Experience in Pharmaceutical industry will be an added advantage.
Roche is an equal opportunity employer.Information Technology, Information Technology > IT Portfolio and Project Management