Senior Delivery Service Manager Mandarin speaker )

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Purpose and Mission

The role Delivery Service Manager holds accountability and responsibility for the way global service management processes are executed. This covers the operational delivery of one or more IT services to the business. The Delivery Service Manager produces service outputs in the incident, problem, change and release management processes, tailored to the accounted IT service or a set of IT services.

Desired Main Outcomes of Role Interaction

High visibility and awareness of operational efficiency with business customers

IT services are operated at agreed fit for purpose service levels in productivity, quality, output, and cost

Releases and changes are applied without interruption of services.

Role Interfaces

Internal Business customers

Internal IT partners

IT quality representatives

External partners and vendors

Number of Subordinates (If any)

None. However, this person will be assigned the role of a Squad Lead.

Required experience & Qualification:

Years of relevant working experience

A minimum of 8 years of experience in IT

5 years of experience in IT Service Management

Academic Requirement

Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience).

Key competencies

Passionate about learning, sharing and further developing “best practice” and embed it as “next practice” to achieve greater impact

Good enough instead of perfection

Exhibits servant leadership behavior, self-aware leader and a flexible team-player in a multi-cultural environment

Agile competencies: having a growth mindset, knowing yourself, being courageous and get connected

Possess a strategic mindset to be able to coordinate and manage all aspects of a product/service

Key responsibilities

Face to the business for operational services and the initial single point of contact and escalation for operational service issues.

Change control procedure and processes are in place. Ensures releases and changes are delivered in a controlled and agile manner.

Computerised System Validation (CSV) compliance guidelines and procedures are followed where applicable.

Responsible for driving continuous improvements to facilitate 'good enough' team output and elevating overall service experience.

Regular service reports to IT management and business clients are issued

Input and guidance to cross-functional and cross-regional communities of practice is provided out of the service units, increasing and spreading knowledge and skills within PDIX (Informatics for Product Developments).

Mandatory skills

Proficient in Mandarin is Essential

Expert in the discipline of IT Service Management.

Certified in ITIL V3/V4

Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset

Stakeholder management

Communication skills

Life sciences industry in pharmacovigilance and commercial process, solution, application and system knowledge preferred

Working hours

Normal hours with flexibility to participate in virtual meetings outside of normal hours and respond to escalations in the event of major incidents.

Travel requirement

25%

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.