Service Delivery Coordinator - Hosting Infrastructure for R&D

About the role

Roche is looking for a Service Delivery Coordinator for its R&D Hosting Infrastructure value stream, based in Madrid. You will act as the primary operational partner and technical enabler for the global Pharma and Diagnostics R&D laboratories, bridging central hosting and infrastructure platform engineering teams with R&D organisations. The role sits at the intersection of high-throughput scientific research and enterprise-scale platform engineering.

Key responsibilities

• Gather and clarify R&D stakeholder needs for compute and storage, turning them into operational requests and user stories
• Help move custom R&D builds into enterprise-grade global catalog templates, track SLAs and run service catalog gap analyses
• Support delivery across global platform teams and external Managed Service Providers (MSPs), keeping SLAs, quality and user satisfaction in line
• Promote Infrastructure as Code, automated delivery pipelines and live dashboards (ServiceNow, Grafana) for asset health and cost visibility
• Maintain the accuracy of R&D infrastructure assets in ServiceNow (CMDB), including dependencies, lab environments and technical debt
• Coordinate responses to service disruptions, follow up on remediation after root cause analyses and keep procedures documented

Required profile

• Bachelor's or Master's degree in Computer Science, Information Technology or an equivalent technical field
• Minimum of 3 years of experience in ITSM, technical service coordination or infrastructure operations
• Practical knowledge of ITIL (Incident, Service Request, Change, Configuration Management)
• Experience managing external MSP contracts, vendor SLAs and service delivery lifecycles
• Fluent English and strong cross-functional collaboration skills
• ITIL certification highly preferred

Required skills

• Hands-on experience with ServiceNow and ITIL/ITSM processes (Incident, Problem, Change, Release Management)
• Familiarity with Linux/Windows, virtualization, enterprise storage, cloud, container platforms and basic IP networking
• Generating operational reports, tracking KPIs/SLAs and building telemetry dashboards (Excel, ServiceNow reporting, Grafana)