Head of Service Intelligence

Roche•Indianapolis, IN

3d•Onsite

About The Position

The Service Intelligence Leader at Roche is a visionary data and service performance leader who transforms operational data into actionable enterprise insights. Reporting to the Vice President of Central Service Operations, this individual serves as the strategic bridge between data, people, and performance, ensuring decisions across the Roche Support Network enterprise are informed by accurate, harmonized intelligence. This role leads the Roche Support Network’s Service Intelligence team, defining the data source and analytics strategy, ensuring standard system adoption of service systems, and delivering access to service performance metrics for the Roche Support Network organization. In addition this team provides insights to the organization that enables service delivery excellence. The leader works in close alignment with global diagnostics partners, representing Roche Support Network operational needs within Roche’s worldwide service frameworks. The ideal candidate combines technical acumen, leadership experience, and business strategy insight, empowering cross-functional teams to drive service excellence and operational efficiency through trusted data.

Requirements

Bachelor's degree
8 years of experience in Diagnostics, Medical Device Industry and/or Life Sciences
5 years of people leadership experience

Nice To Haves

Master’s degree (MBA, Data Analytics, or related field) preferred
10+ years of experience in service operations, analytics, or field service systems, including 5+ years in the medical device industry
Proven success leading data-driven service transformation in a global matrix environment
Strong track record of people leadership and stakeholder influence across complex organizations.
Deep expertise in: Salesforce® FSM / ServiceMax®, SAP® (particularly service, spare parts, and logistics modules), Tableau®, Power BI®, or similar BI platforms, and Data integration, cleansing, and governance frameworks.
Lean Six Sigma Green or Black Belt strongly preferred.
Project management certification is a plus.
Strategic business acumen with a passion for operational excellence.
Exceptional analytical, communication, and influencing skills.
Ability to simplify complexity and translate data into compelling narratives.
Strong collaboration mindset—comfortable navigating across global, regional, and local teams.

Responsibilities

Strategic Data Leadership Develop and execute the Roche Support Network’s Service Intelligence strategy aligned with Roche global analytics frameworks.
Establish a unified data architecture to ensure all service metrics are derived from a single source of truth (cases, spare parts, failure modes, costs, service KPIs, etc.).
Advance enterprise data maturity—transitioning from descriptive reporting to predictive and prescriptive analytics.
Service Systems & Technology Integration Serve as local product owner and super-user for Salesforce® FSM, ensuring seamless integration and adoption across field and depot service teams.
Partner with IT and other internal and external stakeholders to optimize systems architecture used within the Roche Support Network, such as the Salesforce® FSM–SAP® interface, Baxter Planning, etc, ensuring real-time visibility into logistics, parts, and service outcomes.
Champion system upgrades, data governance, and user training across the Roche Support Network.
Cross-Functional Collaboration Partner across the Roche Support Network to align KPIs and analytics initiatives with business priorities.
Represent the Roche Support Network in global service analytics councils, influencing Roche-wide strategies for data quality, governance, and tool adoption.
Act as a strategic consultant to local, regional and global stakeholders, translating insights into actionable service, quality and customer experience improvements.
People & Performance Leadership Lead and develop a high-performing team of data analysts, BI developers, and system specialists.
Foster a culture of data literacy, transparency, and continuous improvement across the Roche Support Network.
Utilize Lean Six Sigma methodologies to identify, measure, and eliminate service inefficiencies.
Governance & Compliance Ensure analytics and reporting adhere to Roche Quality Management System (QMS) and regulatory requirements (ISO 13485, FDA, CAPA).
Champion ethical data practices, transparency, and compliance in all service performance reporting.