End-to-End Support Framework Regional Service Manager

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

The End-to-End Support Framework (E2E SF) is a framework that is composed of a support structure, processes and tools. It manages and constantly evolves end user's end-to-end interactions, leveraging the best from our support partners, enterprise systems, and solutions.

As E2E SF Regional Service Manager, act as the operational interface between E2E SF global team and the E2E SF customers/stakeholders. Drive innovation and continuous improvement of E2E SF related processes and procedures within the region. Responsible for oversight, monitoring and governance of all E2E SF processes and procedures. You will also ensure precise and efficient service delivery through E2E Support Framework that meets or exceeds performance goals / SLAs.

The key responsibilities include:

1. Responsible for oversight, monitoring and compliance of all E2E SF processes and procedures within the region.
2. Ensure precise and efficient service delivery through E2E Support Framework that meets or exceeds performance goals / SLAs.
3. Work together with ASPIRE Operations teams to assess the impact of issues and to assist in determining appropriate courses of action.
4. Collaborate with Regional Service Delivery / Operations teams by providing support and consultation related to E2E Support Framework.
5. Identify and implement processes to improve operational efficiencies and improve E2E SF customer satisfaction.
6. Act as the operational interface between E2E SF Global team and the E2E SF Stakeholders.
7. Drive innovation and continuous improvement of E2E SF-related processes and procedures, tools and Ways of working in co-creation with the support partners.
8. Design, develop, and maintain E2E SF dashboards, KPI reports, and metrics in the ServiceNow Platform.

Required Skill and Expertise - Senior Specialist Level

You have the ability to see the interrelationship across "the big picture" and understand its dependency with other activities within and outside the E2E SF scope. You have excellent oral and written communication skills, as well as presentation abilities. You have demonstrated success communicating across a variety of audiences, including business partners and informatics technologists (both up and down the organization). You are open-minded with a proactive mindset that drives curiosity to explore and try new ideas and tools.

Further requirements:

1. 10 years experience of operational service management in a similar environment.
2. 5 years of experience working with the ServiceNow platform.
3. Bachelor/Master's degree either in Business administration or any Technical field.
4. Good knowledge of Lucidchart, GDrive, Google Suite, JIRA and Smartsheet.
5. Good understanding of Service Level Agreement (SLA) in Operations.
6. In-depth understanding of ServiceNow and IT service management (ITSM) processes, IT operations, and related industry frameworks (e.g., ITIL).
7. Demonstrated ability to gather requirements, analyze complex business processes, and design solutions that meet the E2E SF customer needs.

This is a temporary role until 31.12.2027.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.

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