GPC 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

Summary

• Bridge GPC and GCS, Regions, Affiliates, PMQ and Global Functions : Enhance service delivery and optimize customer experience by facilitating communication, collaboration, and information exchange between Global Patient Care (GPC), Global Customer Support (GCS), Post-Market Quality (PMQ), Regions, Affiliates and other Global stakeholders.
• GPC Contact for GCS and PMQ : Act as the primary GPC contact for GCS, Regions, Affiliates and PMQ regarding KPIs, operational management, and service improvement.
• Expertise and Leadership : Possess deep expertise in the discipline, participate in and lead global cross-functional squads, and mentor colleagues.
• Relationship Building : Cultivate relationships with GCS, Regions, Affiliates, PMQ and Global functions and develop comprehensive knowledge of GPC and Customer Care.
• Service Improvement : Engage with senior stakeholders to identify service improvement opportunities and collaborate on the development of vision-driven projects to optimize customer experience. Collaborate on the achievement of project objectives, timelines, and budgets; monitor project health; and resolve risks.
• Agile Communication : Ensure transparent communication in an agile environment.
• Change Management : Lead change management of service models and ways of working efforts, including establishing governance and clarifying roles and responsibilities for smooth implementation of changes.

Mission

As the Global Patient Care Service Delivery Manager, you will drive effective communication and collaboration between Global Patient Care (GPC), Global Customer Support (GCS), Post-Market Quality (PMQ), Regions, Affiliates and other Global stakeholders to achieve business objectives and enhance service delivery post-Hypercare for new GPC Service Implementations. You will be instrumental in facilitating seamless information exchange between GPC Hubs (Operations) and GCS, Regions, Affiliates and PMQ, serving as the primary GPC contact for GCS, Regions, Affiliates and PMQ regarding KPI and Operational Management, Feedback Loop, and Service Improvement initiatives.

You will possess deep expertise in your discipline and a broad understanding of related fields. Your contributions will include participation in and potential leadership of global cross-functional and cross-chapter squads. You will also mentor colleagues, fostering their expertise and guiding them through complex situations with your diverse skillset.

You will cultivate and strengthen the professional relationship with GCS, Regions, Affiliates and PMQ by sharing GPC-related information. You will develop comprehensive knowledge and experience in GPC and Customer Care, collaborating with cross-functional partners and stakeholders to devise and implement Customer Care strategies at local, regional, and global levels.

You will engage deeply with senior stakeholders across GCS, Regions, Affiliates PMQ, Global IT, Quality and Regulatory, and Marketing and Sales to identify service improvement opportunities. This will involve developing GPC vision-driven projects and action plans focused on optimizing the customer experience for all patients and customers. You will define and agree upon project objectives, timelines, and budget requirements.

You will oversee project teams to ensure adherence to goals, objectives, timelines, and budgets. Possessing a comprehensive understanding of the broader landscape while maintaining attention to detail, you will monitor project health, proactively identify and resolve risks, and uphold project quality standards. In an agile project management environment, clear and transparent communication with stakeholders is paramount for overall project success.

Within GPC, you will actively contribute to organizational transformation by leading change management efforts in each project. This includes establishing the governance of the new organizational structure, defining clear processes, and clarifying roles and responsibilities.

You will ensure the smooth implementation of changes and innovations designed to enhance business efficiency, minimizing risks and maximizing benefits.

Key Accountabilities

Key Skills and Experience

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.

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