Service Delivery Manager

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 Service Delivery Manager, RDT Onsite Europe West (Engineering Manager) you will focus on capabilities development of your team members that align with the function’s vision. You will encourage your team to self-define their career journey and seek ways to enable development opportunities in the direction of the journey. You will support them in removing roadblocks and by setting focus in their performance management. You make sure to develop your team with the right skills, healthy dynamics and a sustainable pace. You support the software and/or service delivery as a leader setting focus, removing impediments, managing stakeholders and creating efficiencies in collaboration wherever possible. 

Description of the area

Workforce Enablement (WE) is the home for employee facing products, services, and experiences within RDT. We deliver digital tools, drive adoption, and provide the support necessary to enable the entire workforce, wherever they are, every single day. 

The Onsite Enablement organization is the heartbeat of our physical presence. We are the bridge between digital strategy and local execution, ensuring that every site—from R&D labs to corporate hubs—operates with seamless, cutting-edge technology services. As part of this team, you will oversee a team of individual contributors who are the primary points of accountability for onsite service excellence, infrastructure stability, and user experience within their respective sites. Our mission is to provide a "frictionless" workplace where technology empowers our people to focus on what matters most: improving patient lives.

This RDT leader is accountable for the people, budget, and services required to deliver a high quality offering for employees.

Job responsibilities

• Team Member Capability and Career Development 🚀

  • Focuses on developing engineering team capabilities that align with the immediate project needs and goals and function's overall vision.

  • Encourages team members to self-define their career journey and actively enables development opportunities that align with it.

  • Removes roadblocks and sets clear, achievable performance goals.

  • Ensures the team develops the right skills and healthy internal dynamics to meet current and future challenges.

• Team Health and Sustainability 🌱

  • Maintains a sustainable pace of work for the team, balancing delivery goals with team well-being.

  • Cultivates healthy team dynamics and collaboration, ensuring psychological safety and open communication.

  • Removes impediments that hinder flow or morale, acting as an escalation point for the team.

  • Ensures team members are equipped with the necessary, relevant skills and that roles are clearly defined.

• Product and Service Delivery Leadership ⚙️

  • Responsible for co-creating the Product / Service Roadmap from a technical perspective, partnering with the Product Manager who is overall responsible.

  • Accountable for the team's end-to-end delivery of features as part of the product development, ensuring alignment with the product roadmap and quality standards.

  • Sets clear focus and priorities for the team's delivery work, ensuring alignment with product roadmaps.

  • Actively removes impediments and roadblocks to progress, escalating when necessary to protect the team's focus.

  • Manages and aligns stakeholders' expectations and needs, providing regular updates on progress and risks.

  • Creates efficiencies in collaboration wherever possible across teams and functions.

• Performance & Optimization ⏫

  • Defines success metrics, analyzes workforce capability trends, and identifies opportunities for optimization to achieve business goals.

  • Translates data into actionable insights and regularly communicates delivery performance to stakeholders and the wider team.

  • Identifies and implements process improvements within the team and in its interactions with other teams to boost efficiency and quality.

• Financial & Resource Mgmt.📈

  • Supports the development of detailed business cases for new products or significant features.

  • Makes data-driven decisions on how to allocate engineering, design, and other resources to maximize impact and achieve product goals.

  • Manages the team's budget, including headcount, operational costs, and vendor contracts, ensuring financial responsibility.

Qualifications

Experience

• 5+ years of experience in people leadership, product/service management, program management, or a similar role, with a proven track record of building high performing teams

• 2+ years of experience in the pharmaceutical, biotechnology, or regulated healthcare technology industry

• Fluency in both English and French is required

Education

• Bachelor or advanced degree  

• Business or IT specification 

Technical & business skills

• Understanding of software development and/or service delivery methodologies

• Understanding of solution, information and process architecture

• Ability to create clarity about outcomes generated by teams

• Exhibits a lean & agile mindset

Leadership skills (where applicable)

• Exhibits servant and creative leadership (VACC) behavior

• Demonstrated experience building high performing teams

• Have a keen IT market focus: you are passionate about major trends for the specific discipline

• Demonstrates an executive presence, strong business acumen, ability to navigate ambiguity, and manages complexity

• Manages risks progressively and in a way that leads to opportunity

• Enterprise mindset that can break down silos. Focus on delivery through collaboration, and bringing people together to work towards the same purpose across organizational boundaries.

• Ability to empower teams and individuals to act autonomously and hold them accountable.

• Exhibits intellectual curiosity and integrity and has a strong passion for innovation

Additional Qualifications: 

• Distributed Team Management: Proven experience leading and synchronizing high-performing engineering teams across multiple time zones or physical locations. Expert at maintaining operational consistency and team cohesion in remote or hybrid environments.

• Resource & Budget Optimization: Demonstrated ability to manage team budgets and headcount planning. Skilled in justifying OPEX for team tools/training and CAPEX for infrastructure upgrades, ensuring maximum ROI through lean operations and savvy vendor management.

• High-Performance Coaching: Passionate about the end-to-end employee lifecycle; expert in mentoring individual contributors to bridge technical gaps and enhance emotional intelligence (EQ). Proven track record of building a culture of radical candor, accountability, and psychological safety to drive peak team performance.

• Agile Change Leadership: Adept at guiding technical teams through organizational shifts, site transitions, or critical system failures. Focused on maintaining team morale and "calm under fire" during high-pressure service restorations and complex project pivots.

• Tactical Stakeholder Influence: Ability to translate complex IT requirements into business value for site heads and department leads. Skilled at shielding the team from "scope creep" while ensuring deliverables align with both local business needs and global standards.

#RDT2026

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.