Job Description

The Position Delivery Service Manager - Pharma Tech Ops
Mission: As Delivery Service Manager you are accountable for the operational setup, delivery, governance and continuous improvement of services associated with one or more products (technology solutions) to the business. These services enable our business to make and deliver quality pharmaceutical products. What you\xe2\x80\x99ll be working on:

• Understand and owns every aspect of the service delivery, governance and performance
• Face to the business for operational services and the initial single point of contact and escalation for operational service issues
• Responsible for driving continuous improvements to facilitate \'good enough\' team output and elevating overall service experience
• In collaboration with Product Managers, Domain partners and Chapter colleagues, ensure releases and changes are delivered in a controlled and agile manner
• Drive value for stakeholders by leading the operations of services and products to achieve fit for purpose service levels in productivity, quality, output, and cost
• Support audits and audit readiness
• Design/Improve operational processes to optimize efficiency and effectiveness
• As needed play different roles in the squad and lead non-operational initiatives in product delivery
• May act as squad lead for run squads (Ops or DevOps)

The ideal candidate:

• Has business domain knowledge in one or more of the following area(s): pharmaceutical manufacturing, quality, engineering, and product and supply chain.
• Has manufacturing experience to build solid System Owner skills that keeps Manufacturing systems aligned with Business needs and regulatory requirements
• Passionate about learning, sharing and further developing \xe2\x80\x9abest practice and embed it as next practice to achieve greater impact
• Result driven and ability to drive effective outcomes with an agile mindset
• Positive attitude and high energy with exceptional cross-group collaboration working with partner teams
• Possess a combination of analytical thinking, hands-on problem solving, and a customer-service mindset
• Nice to have: MES product knowledge in Pharma suite, Syncade or other Manufacturing application

Requirements:

• 8+ years of relevant experience as Delivery Service Manager providing mission-critical services in a global organization
• Bachelor\'s degree in computer science, information systems or a related study (or equivalent project-related experience)
• Expert in the discipline of IT Service Management, preferably certified in ITIL V3/V4
• Experience in Computer Systems Validation (CSV).
• Support Audit readiness at the site and awareness of regulations like HIPAA, GDPR, FDA CFR Part 11 will be an asset
• Experience in highly regulated industry, preferably Life Sciences
• Good stakeholder management and communication skills
• Experience in supporting global initiatives, programs and projects and coordinate implementing the same at site level
• Working hours: Normal hours, with flexibility to participate in virtual meetings outside of normal hours and to respond to escalations in the event of major incidents.
• Nice to have: Knowledge of the Scaled Agile Framework (SAFe)

This position is not eligible for relocation support. This position is open to applicants legally authorized to work in Canada. 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. NOTE: All employment is conditional upon completing and obtaining a satisfactory background check, including educational, employment, references and criminal records (for which a pardon has not been granted) checks. 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.
Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. 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. As of January 4, 2022, Roche requires all new employees who work in Canada to be fully vaccinated against COVID-19 on the date they take office. This requirement is a condition of employment at Roche that applies regardless of whether the position is on a Roche campus or remotely. If you have a valid reason for not being fully immunized, which is limited to certain specific medical reasons or other valid reasons protected by applicable human rights laws, you may request an exemption and / or adaptation measures regarding this vaccination requirement. Roche is an Equal Opportunity Employer.