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

As a Service Delivery Lead within the Global Digital Hub, you will play a pivotal role in ensuring the seamless day-to-day delivery, optimization, and evolution of our digital content services across Roche Pharma, Diagnostics, or Group Communications. You will work closely with the Global Digital Hub Chapter Leads, Strategic Business Partners, and other stakeholders, operational teams, and external vendors to ensure service excellence, consistent performance, and continuous improvement.

The Opportunity

As the Service Delivery Lead, you will:

• Oversee day-to-day service delivery and operational planning across digital content channels, internal teams, and external vendors.
• Collaborate with Chapter Leads, Strategic Business Partners, and other stakeholders to define scalable service standards, optimize operational models, and implement streamlined delivery processes.
• Establish harmonized ways of working within your chapter and across interconnected networks to ensure alignment and operational excellence.
• Lead coordination with external vendors and internal teams to achieve seamless and efficient service execution.
• Monitor, track, and report key performance indicators (KPIs) and service level agreements (SLAs), addressing gaps proactively to continuously improve service quality.
• Manage resource and team capacity planning to maintain optimal service levels, ensuring alignment with production demands.
• Prepare and present performance updates, operational reviews, and key reports to stakeholders, highlighting achievements, risks, and improvement opportunities.
• Drive continuous service improvement by collecting feedback, conducting root cause analyses, and implementing process optimizations.
• Support the testing and integration of next-generation technologies, including GenAI, to enhance service scalability and customer experiences.
• Handle incident management and promptly resolve escalations, using post-incident analysis to prevent recurring issues.
• Focus on cost optimization, service scalability, and maximizing operational value.
• Participate in recruitment efforts across Roche Services & Solutions locations and ensure operational readiness for high-impact campaigns and product launches.
• Assist in capacity planning, budgeting, and forecasting by delivering team resource insights, vendor performance data, and trend-based growth projections.

Who You Are
You are a dedicated professional with a proven track record of delivering high-quality services, thriving in collaborative environments, and driving operational improvements. You have a solutions-focused mindset, strong organizational skills, and an ability to align global stakeholders to achieve unified goals.

Your qualifications include:

• Proven experience in managing service delivery, operations, or governance, preferably in digital marketing, content operations, or IT services.
• Expertise in managing KPIs, SLAs, and vendor performance, with a strong ability to analyze service data and implement data-driven improvements.
• Strong skills in stakeholder management across global, regional, and local teams, fostering collaboration among diverse groups.
• Proficiency with content management systems (e.g., Veeva Vault, Adobe Experience Manager, Digital Asset Management platforms) and digital marketing technologies.
• Bachelor's degree in business, operations, digital marketing, or a related field; an advanced degree is a plus.
• Familiarity with and enthusiasm for leveraging technologies such as GenAI to optimize service delivery and innovation.
• Exceptional communication skills to effectively engage diverse stakeholders and present complex strategies in a clear manner.
• Experience working within global, virtual teams and managing operations across different time zones. Flexibility for travel is required.

Why Join Us?
At Roche, you’ll have the opportunity to play a strategic role in shaping our digital services while collaborating with talented global teams. Be part of an exciting journey as we harness innovation, data-driven insights, and cutting-edge technologies to deliver impactful services across our organization.

Relocation benefits are not available for this job posting.

Who we are

A 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.