Service Partner Manager - Indianapolis, IN

Roche•Indianapolis, IN

32d•Onsite

About The Position

At Roche, we are driven by a mission to create a healthier future by advancing science and ensuring access to healthcare for all, today and for generations to come. The Roche Support Network (RSN) offers an exciting opportunity for individuals passionate about problem-solving. As a research-focused healthcare company, Roche is dedicated to discovering, developing, and providing innovative diagnostics and therapeutic products. We are committed to employee development and foster a work environment that values respect and empowerment, offering exciting career prospects for those seeking to make a significant impact on patient care.

Requirements

Bachelor's degree in Business, Supply Chain, Business Engineering, Life Sciences or related field.
3 years of related experience in supplier, program, or team management.

Nice To Haves

Minimum 3-5 years of proven experience as Supplier, Program, or Team Manager preferred.
Track record of efficient supplier management with good analytical skills and experience in budget definition.
Project Management experience, preferably good knowledge of Agile Methodology.
Experience with digital solutions and healthcare industry in a service operation is desired.
Excellent customer service, communication and organizational skills.
Ability to understand, explain, follow and enforce SOPs, KPIs and protocols.
Experience with ServiceMax and Rexis platforms, along with knowledge of API integrations and data exchanges with partner systems.
Ability to de-escalate and resolve business and customer complaints in an effective manner.
Result oriented, customer centric, service oriented, experienced in agile organizations, driver of change with a growth mindset enjoying a diverse, inclusive and intercultural environment.
Postgraduate and/or Master’s degree in e.g. Business Management, Supplier Management, Human Resources Management, Operations Management desired.
Knowledge and expertise in the Diagnostics Market with experience in the use of technology-based solutions in healthcare desired.
Excellent IT navigation skills – Fast learning in new technologies is a must
Flexibility to travel

Responsibilities

Plan, manage, and control business processes related to suppliers to ensure a coherent price-performance ratio and fulfillment of their contractual obligations.
Initiate and support a tendering process in coordination with procurement and supervise the selection process and subsequent contracting.
Develop Strategic Partnering Models—moving from transactional "vending" to "outcome-based" service contracts.
Inform suppliers about the forecasted workload and agree on budgets and service requirements.
Oversee the invoicing process and adherence of the budget.
Provide the supplier with a service requirement catalog which details obligations and expectations regarding business objectives, KPIs and a communication and escalation plan.
Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling and facilitating operational processes and adherence to quality standards.
Monitor daily operations and the performance of the supplier based on available data and take action where needed.
Ensure agreed performance targets are achieved by controlling and discussing KPIs while having a deep understanding of the mechanisms behind, to be able to suggest corrective actions in case of deviations.
Ensure a high service quality by applying, supervising and supporting quality management measures in alignment with the Roche quality policy.
Implement and develop an effective supplier quality management system and by controlling strong adherence to processes and compliant documentation.
Agree on an action plan with the supplier if issues need to be addressed.
Identify training needs for new services, products and processes as well as in case of quality deviations and organize respective (refresher) training courses.
Build a high performance team culture with suppliers to achieve our RSN business objectives foster performance level, productivity and efficiency by setting clear goals, providing guidance, motivation, coaching, assessing, challenging and developing conversations with supplier team members as needed.
Develop team spirit, an inspiring team environment and a common, open, diverse and inclusive culture, avoiding silo thinking and supporting cross-team / cross-functional collaboration.
Focus on outstanding customer experience and a high level of quality in the focus of our conduct.
Drive the talent acquisition and hiring process when new team members are required and approved to ensure the selection of the best talent and keep attrition at a low level.
Drive continuous improvement of work processes by proactively suggesting changes, performing pilots and supporting or driving the implementation.
Support / Lead projects related to the transformation of the Roche Support Network business to meet evolving business needs.
Maintain an ongoing exchange and good communication with Business Partners, Team Managers and other Stakeholders to ensure a frictionless collaboration and fast reaction to challenges.