Service Delivery Manager - Hosting Infrastructure for R&D

Roche•Indianapolis, IN

14d•Onsite

About The Position

At Roche, scientific discovery moves at the speed of computation. In this role, you will sit at the vital intersection of high-throughput scientific research and enterprise-scale platform engineering. As the Service Delivery Manager for the Research and Development (R&D) Hosting Infrastructure value stream, you act as the primary operational partner and technical enabler for our global Pharma and Diagnostics R&D laboratories. The Hosting Infrastructure R&D Value Stream directs co-engineering and embedded lifecycle support across the Pharma and Diagnostics R&D value chain. As a Service Delivery Manager - Hosting Infrastructure for R&D, you will act as the strategic connector and operational shield between central Hosting & Infrastructure (HI) platform engineering teams and the R&D organizations in Roche.

Requirements

Bachelor’s or Master’s degree in Computer Science, Information Technology, or an equivalent technical field.
Minimum of 7-8 years of experience in complex IT Service Management environments and infrastructure delivery, ideally within R&D, biotech, pharma, or scientific computing environments.
Demonstrated ability to independently manage and influence complex, multi-site technical environments, and cross-functional teams without direct line management authority.
Proven track record acting as a trusted advisor and as an interlocutor—translating complex business constraints into technical user stories for global platform engineers.
Demonstrated experience translating requirements into strategic implementation plans and contributing to business planning and forecasting.
Hands-on experience managing external MSP contracts, vendor SLAs, and end-to-end service delivery lifecycles.
Experience continuously researching emerging infrastructure patterns, mentoring site teams, and sharing best practices across regional networks.
Strong foundation in virtualization (Nutanix HCI, VMware) and enterprise Linux distributions (RHEL, Ubuntu, CentOS).
Practical familiarity with Kubernetes and Container-as-a-Service (CaaS) architectures.
Solid grounding in large-scale data storage (GPFS, Isilon, Object Storage) and enterprise recovery platforms (Cohesity, Acronis).
Clear understanding of segmented lab network architectures, firewalls, and directory services (Active Directory / LDAP).
Deep familiarity with ITIL/ITSM processes (Incident, Problem, Change, Release Management).
Strong coaching and mentoring mindset, capable of championing accountability, connecting team development with business objectives.

Nice To Haves

Direct experience defining and monitoring service levels (SLIs, SLOs, SLAs) using modern observability and dashboarding tools (Grafana, Datadog, ServiceNow) is highly preferred.

Responsibilities

Act as the trusted advisor to R&D teams, translating complex scientific requirements (genomics, imaging, assay pipelines) into actionable IT capacity profiles and scalable architectures.
Lead the transition of custom R&D builds into enterprise-grade global catalog templates while conducting service catalog gap analyses, tracking SLAs, and addressing evolving technical needs to prevent architectural drift.
Identify bespoke, local R&D compute setups and guide their transition into hardened, standardized global catalog templates, preventing technical debt and architectural drift.
Oversee critical incident triage, facilitate blameless root cause analyses (RCAs), track SLIs/SLOs, and apply SRE principles to systematically eliminate operational friction.
Drive cross-functional delivery across global platform teams and external Managed Service Providers (MSPs), ensuring strict adherence to SLAs, quality standards, and user satisfaction metrics.
Partner with engineering teams to promote Infrastructure as Code (IaC), automated delivery pipelines, and live telemetry dashboards (ServiceNow, Grafana) for real-time asset health and cost visibility.