Hoffmann-La Roche
Location
Pune | India
Job description
As a service manager/service delivery manager, you are accountable for the management, governance, and continuous improvement of the respective IT Service(s), putting the consumer needs at the center of your doing and ensuring processes, resources, SLAs, and KPIs are in place to meet the service commitments.
Your key responsibilities:
Identifying and engaging stakeholders in their service area. Works closely with them understanding their needs and proposing solutions to their demands with the ability to forecast future demands.
Engage, review and influence vendor relationships to ensure external operation meets the agreed service metrics and identify new opportunities.
Identifies and aligns with the product team potential new sourcing models appropriate for the services, such as co-sourcing or end-to-end sourcing.
Ensures that incidents are handled to get the users up-and-running quickly, meeting their business objectives. Identifies and implements process improvements.
Identifies operational requirements and problems, and raises them to the product teams for prioritization in the backlog.
Seek for optimization opportunities, incorporate Roche sourcing strategy, and cooperate with sourcing managers to find best-suited delivery models
Play a leader role in service benchmarking, RfP process, transition or setting up new service with different suppliers working with procurement and vendor management
Encourage/lead the implementation of SAFe, DevOps maturity assessment and automation opportunities
Your qualifications and experience:
5-6 years of experience
Bachelor/Master degree in Information Technology/ Computer Science
IT Service Management / ITIL experience or certification
Ability to influence and ensure efficient and effective delivery of operational plans
Knowledge of customer service standards and ITSM processes
Knowledge and experience in defining and controlling SLAs, KPIs, and contract management
Significant experience working with virtual teams in a cross-functional organization.
Advanced analytical, problem-solving, and decision-making skills
Interpersonal skills to interact and communicate effectively, including Conflict Management
What you get:
Great working environment with attractive compensation and rewards package (according to local regulations);
Annual bonus payment based on performance;
Access to various internal and external training platforms (e.g., Linkedin Learning);
Experienced and professional colleagues and a workplace that supports innovation;
Multiple Savings Plans with Employer Match
Company s emphasis on employees wellness and work-life balance ( (e.g., generous vacation days and OneRoche Wellness Days ),
Flexible workplace policy;
State of the art working environment and facilities;
And many more that the Talent Acquisition Partner will be happy to talk about!
Job tags
Salary