Service Delivery Manager

Job description

  Job facts

Job Title: Service Delivery Manager, Informatics (x2)

Reports to: Head of IT Americas-Operations

Type: Full time

Description

The Informatics team is looking for a highly skilled Delivery Services Manager, who will support and guide a team of Delivery Service Managers supporting application solutions for the Genentech US Commercial Operations organization.

In this role you will work closely with your DSM team, business leadership, service providers and our solutions teams as well as other IT groups.

You'll be on point to identify and delivery a resourcing strategy, ensure your team is executing to that strategy, manage the DSM team to achieve services levels, and work with Solution Owners and business teams to accommodate new or shifting service requirements.

Your team will manage contractor resources who have operational responsibility for our applications, infrastructure, and operational functional support for a diverse group of solutions applications based on the Sales Force platform, Revitas Flex and Classic platform, as well as other technology platforms and solutions.

You and your team will work with other Pharma Informatics teams to address gaps or improve services as needed.

Key responsibilities include:

·  Design, build, stabilize, lead and evolve their organization according to business needs.
·  Ensure that processes, services, solutions and activities are executed to drive cost-effective operations and deliver business value.
·  Accountable for the staffing, development and qualification of their teams through a well-balanced approach of supervising, coaching, and managing the performance of every team member.
·  Inspire their teams by exemplifying and cultivating the Roche Values of passion, courage and integrity; demonstrate the four Roche Leadership Competencies and the seven People Leadership Commitments; and, represent our leadership promise to our employees.
·  Embrace and support the Pharma Informatics community, dedicated to its local PI culture and spirit, and, who together ‘Make IT Happen', and ‘Doing now what patients need next.'
·  The position is located at our shared service center in Mississauga, Ontario, and the successful candidate should be aware the position will include domestic travel requirements, in particular to the Genentech South San Francisco CA campus.
·  Successful execution of effective hand offs to production status by project teams with appropriate resourcing strategies along with well defined service levels.
·  Create and deliver long-term vision and strategy for increasing effectiveness our operations teams.
·  Create and maintain strong relationships Solution Owners IT and business leadership teams, and perform deliver leadership within the IT community.
·  Hire, retain, evaluate, lead and develop exceptional staff in the department.
·  Demonstrated negotiation strategy development and negotiation skills.

·  Who we are

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.

Roche is an equal opportunity employer.

Desired profile

Who you are

You're someone who wants to influence your own development. You're looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.

Who You Are

·  5-7 years experience of professional IT experience within a service management service environment – prefer experience with Pharma Commercial Operations.
·  ITIL Service Managers Certificate is required.
·  2-5 years People Management experience.
·  Excellent communication and organizational skills – with their teams, customers, and other IT groups.
·  Demonstrated capacity and interest to develop and execute effective operational management and organizational skills.
·  Demonstrated ability to manage service across multiple platforms. SalesForce and Revitas experience highly preferred, as well as managing highly regulated compliance solutions. High volume transactional system experience support will be considered.
·  Knowledge of business process definition and improvement methods required.
·  Bachelor's degree or significant experience required and advance degree desired.

Qualified candidates are encouraged to submit cover letter and resume no later than March 5, 2018.

This position is not car eligible. This position is not eligible for relocation support.

This position is open to applicants legally authorized to work in Canada.

NOTE: All employment is conditional upon the completing and obtaining a satisfactory background check, including educational, employment, references and criminal records (for which a pardon has not been granted) checks.

Roche is an equal opportunity employer and prohibits unlawful discrimination based upon any legally protected ground. Roche will make a good faith effort to accommodate the individual needs of applicants with disabilities in our recruitment process

AGENCY NOTICE: Please note that Roche Canada does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, Roche Canada will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Roche Canada explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.

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