Delivery Service Manager - TechOps Cell & Gene Therapy

About the role

Roche's Cell and Gene Therapy business is looking for a self-motivated, results-driven Delivery Service Manager in Madrid. You will be accountable for the operational setup, delivery, governance and continuous improvement of mission-critical IT services and technology solutions that support the manufacturing and delivery of high-quality pharmaceutical products.

Key responsibilities

• Own end-to-end service delivery, performance and governance, acting as the first point of contact for operational service issues and leading root cause analysis of moderate to complex problems
• Define, manage and control the scope of medium to large initiatives, tailoring Agile delivery methodologies to optimize results
• Drive improvement plans, contribute to solution design and validation, and raise the overall service experience
• Identify stakeholders across functions, develop communication plans, manage complex dependencies and act as a trusted advisor
• Manage releases and changes in a controlled, agile manner alongside Product Managers and Business Representatives

Required profile

• Bachelor's degree in computer science, information systems or a related field (or equivalent project-related experience)
• 5+ years of experience as a Delivery Service Manager providing mission-critical services in a global organization, preferably in the highly regulated Life Sciences industry
• Proven track record in a delivery management archetype such as Project Manager, Service Manager, Scrum Master, RTE or Agile Coach, managing medium to large initiatives
• Fluent English is a must

Required skills

• Expert knowledge of IT Service Management (ITIL V3/V4)
• Experience and understanding of Computer Systems Validation (CSV) and regulations such as FDA CFR Part 11, HIPAA and GDPR
• Analytical skills for root cause analysis and improvement planning, plus strong stakeholder management and coaching abilities