Delivery Service Manager - TechOps Quality Solutions (LIMS, LabExec)

Job description

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 PositionThe Delivery Management Professional provides expert guidance on complex deliveries, drives efficiency improvements, influences stakeholder decisions, and mentors others to achieve strategic alignment and support team growth. In this role, you will navigate organizational complexity to define and communicate comprehensive solution visions and roadmaps for large-scale and strategically critical initiatives. Depending on the organization's needs, you may operate within role archetypes such as Project Manager, Program Manager, Service (Delivery) Manager, ITSM Process SME, Scrum Master, RTE, STE, or Agile Coach. Description of the area You will join the Roche Digital Technology (RDT) area dedicated to Pharma Technical Operations Quality, a critical domain that ensures the robust daily operation of our global quality and compliance systems. We are co-creating and executing a multi-year digital strategy anchored under the "Quality Unites Us" program. Within this environment, we focus on unlocking operational efficiencies for Quality Assurance (QA) by simplifying our Quality Management System (QMS) and accelerating the transition to a fully paperless Quality Control (QC) execution. You will help us shift our landscape toward a predictive compliance insights ecosystem. Ultimately, your work will drive solution harmonization and support the seamless integration, ensuring Roche can rapidly deliver life-changing medicines to patients. External Partner Management: You lead and orchestrate the external service provider to ensure LIMS (Laboratory Information Management System) and LES (Laboratory Execution System) support meets defined SLAs and KPIs. Operational Excellence: You act as the primary point of escalation for system-related issues, ensuring the operational support team (and/or if applicable the vendor) provides root-cause analysis and sustainable resolutions for complex lab workflows. Audit Readiness: You maintain a state of permanent inspection readiness for the LIMS/LES environment, participating as a Subject Matter Expert (SME) during internal and external health authority audits. Risk Management: You perform periodic reviews of system access and audit trails to maintain strict data integrity standards across the LIMS/LES landscape. Disaster Recovery Oversight: You define and govern the execution of LIMS/LES Disaster Recovery plans, ensuring the external vendor performs regular recovery drills and maintains a validated state of system restoration to guarantee business continuity for QC operations. Job ResponsibilitiesScope Management Strategic Scope Control: Define and manage scope for complex initiatives, oversee significant scope changes, and drive process improvements to maximize delivery efficiency. Accountability & Problem Solving Collaborative Problem Solving: Resolve complex, cross-functional delivery issues, manage risks, and mentor teams while driving alignment on strategic solutions. Stakeholder Management Cross-Functional Relationship Building: Partner with senior leadership, navigate complex stakeholder networks, manage conflicts, and execute robust engagement plans. Impact & Strategy Agile & Change Leadership: Embed Agile best practices, champion organizational change, and evaluate strategic options to foster a culture of innovation. Complexity Management High-Impact Program Delivery: Navigate ambiguous requirements and manage multi-dependency, high-risk initiatives across diverse organizational domains. Business & Technical Ability Strategic Optimization: Leverage market trends and business acumen to shape delivery strategies, improve processes, and innovate delivery methodologies. Qualifications ExperienceProven track record operating in a Delivery Management archetype (e.g., Program Manager, STE, Agile Coach) with extensive experience managing large-scale, complex delivery programs. Experience in embedding Agile best practices and leading organizational change initiatives across product lines or domains. Demonstrated success in building and maintaining strong relationships with key senior stakeholders and cultivating collaboration across organizational boundaries. Technical Skills Strict GxP and CSV Expertise: The candidate must have an expert understanding of Computer Systems Validation (CSV), GAMP 5, and 21 CFR Part 11 to manage our systems compliantly. War-Room Audit Support: A critical requirement for this role is experience operating in a high-pressure inspection "war-room," actively supporting regulatory health authority audits and defending the validation state of these systems. Timezone nearance to US/EU based business functions is mandatory. (Inspection/Audit intervalls are happening every second week) Niche System Knowledge: They will be managing SingleLIMS (LabWare), a specialized LIMS Laboratory Information Mgmt System, alongside Nextlab (Biovia), an a laboratory executions system. Both require specific architectural and domain understanding, with heavy interfaced lab instruments (eg. SAP, MES etc) In-depth business knowledge and an understanding of market trends, with the ability to shape delivery strategies to achieve strategic business objectives. Expertise in leading the implementation of Agile frameworks, delivery methodologies, and other best practices. Advanced analytical skills to lead the analysis of complex, cross-boundary delivery problems and evaluate strategic solution options. 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.