Service Delivery Lead

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 PositionService 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 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. 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 management across global, regional, and affiliate levels Familiarity with content management systems (e.g., Veeva Vault, AEM, Digital Asset Management platforms) and digital marketing ecosystems Experience working with or managing external agencies and consulting partners Passion for leveraging new technologies (e.g., GenAI) to optimize operational processes is preferred Bachelor's degree in business, operations, digital marketing, or a related eld; an advanced degree is a plus Highly collaborative, proactive, and organized; experience working across global virtual teams is preferred Excellent oral and written communication skills to effectively convey complex ideas and strategies to diverse stakeholders Advanced knowledge in Agile for piloting new tools and frameworks is highly desired 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.