Delivery Service Manager

Job Responsibility: The Position

Location : Mississauga, Ontario

Duration : Full time permanent

Responsibilities:

• Accountable for the day to day operational execution, supporting the service (delivery) manager to ensure the services offered meets the business requirements and perform to agreed SLAs
• Lead the operations of services and products to achieve fit for purpose service levels in productivity, quality, output, and cost
• Face to the business for services and the initial single point of contact and escalation for service issues
• Responsible for driving continuous improvements and elevating overall service experience
• Collaborating closely with cross-functional teams to ensure that the product meets customer needs and is delivered on time and within budget
• Ensuring that IT Systems remain compliant with industry standards
• Analyze historical, current and future demand to forecast service capacity and cost, and identify opportunities and risks in demand patterns
• Escalation of issues, deviations or any other relevant topics to the Vendors.
• Application Vendor Licenses & Server Certificates management
• Lead, support and provide stakeholder with guidance on service transition activities
• Review performance data with stakeholders and service providers

Requirements:

We are looking for a person with good communication and collaboration skills. A perfect candidate is experienced in working with global/regional projects and virtual expert teams.

• 7+ years of relevant experience working in an IT environment
• Experience in service design, incident, change , problem and request management for large scale projects
• Minimum bachelor's degree or equivalent
• Significant experience working with virtual teams in a cross-functional organization.
• Experience in planning, setting up, improving and reporting product operations covering business needs
• Demonstrate customer, quality, cost, and delivery focus
• Experience in cooperation with variety of stakeholders - business representatives, other units in organization, global and specialized vendors
• Knowledge of ITIL Service Management practices (ITIL v3 or v4 certification)
• Familiar with Agile techniques
• Prior experience in the Pharmaceutical /Biotechnology industry is a plus.

This position is not eligible for relocation support.

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.

Roche Pharma Canada has its office in Mississauga, Ontario and employs over 850 employees. The Mississauga facility is bright, vibrant, fosters collaboration and teamwork, and is reflective of Roche's truly innovative culture.

As of January 4, 2022, Roche requires all new employees who work in Canada to be fully vaccinated against COVID-19 on the date they take office. This requirement is a condition of employment at Roche that applies regardless of whether the position is on a Roche campus or remotely. If you have a valid reason for not being fully immunized, which is limited to certain specific medical reasons or other valid reasons protected by applicable human rights laws, you may request an exemption and / or adaptation measures regarding this vaccination requirement.

Roche is an Equal Opportunity Employer.