At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.The Position
Job Title:Life Sphere Multi Vigilance (LSMV)Service Delivery Manager
Location: Pune, India
Job Type: Full-time
Mission:
As the LSMV Service Delivery Manager, you are accountable for the design, delivery, and continuous improvement of services for Drug Safety System (Life Sphere Multi Vigilance) technology products. Your mission is to enable Roche to make and deliver quality pharmaceutical products effectively and efficiently.
What You’ll Be Working On:
- Service Ownership:
- Own every aspect of the service delivery, governance, and performance
- Lead the resolution of incidents and problems, ensuring timely and effective solutions
- Perform complex root cause analysis and implement preventive measures to avoid issue recurrence
- Collaboration and Escalation:
- Collaborate with business leaders to establish fit-for-purpose quality services and act as an escalation point for major issues
- Work with Product Managers and business leaders to ensure releases and changes are delivered in a controlled and compliant manner
- Continuous Improvement:
- Drive continuous improvements to facilitate 'good enough' team output and elevate the overall service experience
- Implement and continuously mature DevOps practices
- Leadership and Mentorship:
- Act as an IT System Owner for multiple safety applications
- Act as an IT Product Owner and partner with Product Managers to manage application roadmaps
- Participate in large/global cross-functional squads, taking a leading role and mentoring colleagues
- Lead service delivery teams composed of internal and external third-party partners to achieve fit-for-purpose service levels in productivity, quality, output, and cost
- Audit and Compliance:
- Lead and serve as the IT Point of Contact for inspections and audits, ensuring processes are designed and updated with audits and compliance in mind
- Ensure the company's audit readiness and support inspection activities
- Security:
- Oversee the implementation of data security measures to protect sensitive and critical information from unauthorized access, breaches, and other vulnerabilities
- Stakeholder Communication:
- Communicate effectively with external partners and vendors to optimize service delivery and performance
- Team Collaboration:
- Foster good collaboration across projects and functional groups and between IT and business
- Role model teamwork and drive good collaboration practices within the team
Ideal Candidate Characteristics:
- Domain Knowledge:
- Deep understanding of Drug Safety Systems (Life Sphere Multi Vigilance)
- Strong knowledge of ITIL and best practices for IT Service Management (ITSM)
- Business domain expertise in the pharmacovigilance industry, safety, and risk management areas
- Experience:
- 12+ years of experience in a Service Delivery Manager or equivalent role providing mission-critical services in a global organization
- 4+ years of experience handling pharmacovigilance inspections and audits
- Proven experience working with IT and Business Senior Leaders in a global environment
- Project management and release management experience
- Hands-on experience with DevOps and CI/CD environments
- Skills and Attributes:
- Strong stakeholder management and communication skills
- Solid system ownership skills that keep systems aligned with business needs and regulatory requirements
- Passion for learning, sharing, and developing best practices
- Result-driven and capable of achieving effective outcomes with an agile mindset
- Positive attitude, high energy, and exceptional cross-group collaboration skills
- Combination of analytical thinking, hands-on problem-solving, and a customer-service mindset
Requirements:
- Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent project-related experience)
- ITIL V3/V4 certification (preferably)
- Experience in Computer Systems Validation (CSV)
- Knowledge and awareness of regulations like HIPAA, GDPR, FDA CFR Part 11
- Experience in highly regulated industries, preferably Life Sciences
- Ability to support global initiatives, programs, and projects and coordinate their implementation at the site level
- Flexibility to participate in virtual meetings outside normal hours and respond to escalations for major incidents
- Knowledge of the Scaled Agile Framework (SAFe) is a plus
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.
Who we areA healthier future drives us to innovate. 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. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. 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.Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
