Senior IT Service Delivery Manager

Roche•Indianapolis, IN

2d•$118,700 - $220,400•Onsite

About The Position

As a Senior IT Service Delivery Manager within the Diagnostics R&D Portfolio & Project Management (PPM) organization, you will champion the management, governance, and optimization of IT Services across the entire Diagnostics R&D department. You will put the needs of our scientific teams at the center of everything you do—ensuring the right processes, resources, and KPIs are in place to meet service commitments. Success in this role requires skillfully navigating a highly complex, matrixed organization to execute comprehensive solution visions and drive strategic vendor partnerships.

Requirements

Bachelor’s degree in IT, Computer Science, Business Administration, or a related field (MBA or Master's degree preferred).
Industry certifications (e.g., ITIL, PMP, Agile/Scrum) are highly advantageous.
10+ years of senior-level IT service delivery management experience with a proven track record in managing external vendors and collaborating closely with strategic sourcing/procurement functions.
Diagnostics, Pharma, or R&D experience is a strong plus.
Proven experience in defining technical requirements and operational scopes for Master Service Agreements (MSAs) and Statements of Work (SOWs).
Strong ability to partner effectively with Procurement and Legal teams to drive vendor onboarding and service transitions.
Strong capability in conducting Total Cost of Ownership (TCO) analysis, supporting "make vs. buy" assessments, and translating complex R&D business requirements into enforceable SLAs and OLAs with clear penalty/reward structures.
Deep expertise in the SDLC, Agile frameworks, and DevOps practices, with the ability to align IT service delivery with broader product roadmaps and business strategies.
Exceptional communication, negotiation, and stakeholder management skills.
Proven ability to influence within a highly matrixed organization, manage virtual/globally distributed teams, and embody a VACC (Visionary, Architect, Catalyst, Coach) leadership mindset.

Responsibilities

Identify, engage, and collaborate deeply with all R&D functional heads (including Labs, Computational Science & Engineering, Instrumentation, Engineering, Business Partnering, CDMA, and PPM). Understand their unique technical requirements and propose strategic solutions.
Maintain a forward-looking perspective of the R&D ecosystem to proactively forecast future infrastructure, platform, and service demands.
Drive the service lifecycle strategy in alignment with broader product roadmaps. Ensure services are clearly cataloged, easily discoverable, and highly consumable for R&D teams, continuously measuring success through User Experience (UX) metrics.
Define service runs against metrics that matter to R&D teams. Establish new Key Performance Indicators (KPIs), design measurement methods, and hold accountability for delivery against targets, deadlines, and quality standards.
Spot operational insights and performance trends to continually drive process efficiencies and quality enhancements. Initiate changes to service specifications based on real-world data.
Swiftly resolve operational incidents to minimize downtime, protecting scientific velocity and business goals. Manage high-profile escalations and implement root-cause improvements to reduce recurring issues.
Identify operational gaps, bottlenecks, and technical debt across R&D pillars. Advocate for the prioritization of operational needs directly within product team backlogs.
Develop, evaluate, and continually refine business continuity and disaster recovery plans to safeguard critical R&D operations and datasets.
Manage the team budget with full accountability for invoicing, billing controls, and compliance with local procurement, VMO, security, and legal processes.
Monitor vendor relationships to ensure external operations meet agreed-upon SLA metrics, constantly identifying opportunities to enhance external service delivery.
Lead Request for Proposal (RfP) processes, service benchmarking, and the onboarding or transition of services to new suppliers.
Partner with sourcing managers to align with global sourcing strategies, exploring modern delivery models (such as co-sourcing or end-to-end sourcing) that fit the R&D landscape.
Drive the implementation of Agile frameworks, DevOps maturity assessments, and automation initiatives to boost operational efficiency across internal and external teams.
Act as a role model and mentor within the R&D organization. Foster a proactive, open-minded, and healthy "speak-up" culture.
Embody Servant, Creative, and VACC (Visionary, Architect, Catalyst, Coach) leadership behaviors. Guide peers and less experienced professionals through complex problem-solving while providing constructive feedback.