Service Delivery Lead

Job description

Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt. Die Position Service Delivery Lead Roche India - Roche Services& Solutions Hyderabad A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche. Position summary As aService Delivery Leadwithin 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. You will be accountable for the operational delivery of assigned services, oversee daily service operations, monitor and report service KPIs, align team capacity planning, and identify opportunities to enhance service models. Your contribution will help ensure that we drive effective content delivery, customer satisfaction, leverage innovation, and data-driven insights to support our global and affiliate teams. Your Opportunity - Act as the primary point of accountability for day-to-day service delivery and operations planning across assigned digital content channels, within internal teams, and with external vendors - Collaborate with Chapter Leads, Strategic Leads, and Business Partners to optimize service models, define delivery standards, and implement scalable operational processes - Implement and harmonize ways of working among the different networks within the capability of your chapters - Lead coordination and alignment with external partners and internal stakeholders to ensure seamless service execution - Monitor and report service KPIs, SLAs, and performance metrics, identifying and addressing service gaps or inefficiencies for management and business partners - Coordinate resource planning and team capacity on the production side, working with partners and internal teams to maintain optimal service levels - Prepare and deliver performance reports and operational reviews to key stakeholders, highlighting progress, risks, and opportunities - Actively contribute to the continuous improvement of services by collecting feedback, identifying root causes, and implementing process optimizations - Support testing and implementation of next-generation technologies, such as GenAI, to improve service delivery, scalability, and customer experience - Deep Martech& AI Expertise, with hands-on skills in AI and marketing automation (e.g., content supply chains, automation decisioning in addition to content tools/solutions) - Engage in incident management, escalations, ensuring timely resolution of critical service issues, and driving post-incident analyses and improvements - Partner closely with internal and external teams to maximize service adoption and impact - Maintain a strong focus on cost optimization, service scalability, and value realization - Participate in the recruitment process across various Roche Services& Solutions locations - Will have to work in various time zones and be flexible with working hours - Business trips will be part of your job - Work closely with business partners to understand their strategic objectives and develop comprehensive plans to achieve them - Analyze cross-partner productivity and performance data to recommend right-sizing, redistribution, or consolidation opportunities - Support budgeting and forecasting efforts by delivering capacity reports, vendor spend summaries, and projected volume growth based on historical trends - Strong ability to conceptualize and articulate long-term vision and strategy for business partners - Translate business goals into operational delivery KPIs and ensure service readiness for planned high-impact campaigns and product launches - Actively architect/design new omnichannel services to be provided as part of our campaigns/Foundational Products model in addition to daily content operations Who you are - You are an experienced professional who thrives in a fast-paced, matrixed environment and is passionate about delivering high-quality services - You are solution-focused, highly collaborative, and capable of influencing across teams and cultures - You bring strong operational excellence combined with a mindset for continuous service improvement and customer centricity - You can manage multiple partners and vendors and drive them towards a unified, high-performing delivery model - You demonstrate the ability to analyze service data, derive insights, and drive performance improvements based on evidence - You have strong organizational skills, can prioritize effectively, and communicate clearly with diverse stakeholders - You have strong leadership skills, and ability to guide junior colleagues and support team members in working towards the proposed KPIs Further requirements - Proven track record in service delivery management, operations management, or service governance, ideally within digital marketing, content operations, or IT services - Strong track record in managing KPIs, SLAs, vendor performance, and operational reviews - Hands-on experience in stakeholder