Service Delivery Coordinator - Hosting Infrastructure for R&D

En Roche puedes ser tú mismo y sentirte valorado por tus cualidades únicas. Nuestra cultura fomenta la expresión personal, el diálogo abierto y las conexiones genuinas, donde eres valorado, aceptado y respetado por lo que eres, permitiéndote prosperar tanto de manera personal como profesionalmente. Así es como buscamos prevenir, detener y curar enfermedades y asegurarnos de que todos tengan acceso a la atención sanitaria hoy y para las futuras generaciones. Únete a Roche, donde cada voz importa. La posición Job Description 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 Coordinator for 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. Description of the Area The Hosting Infrastructure R&D Value Stream directs co-engineering and embedded lifecycle support across Pharma and Diagnostics R&D value chain. Acts as the strategic connector and operational shield between central Hosting & Infrastructure (HI) platform engineering teams and the R&D organizations in Roche. Job Responsibilities - Requirements Gathering & Intake: Act as a first-line liaison for R&D stakeholders. Conduct continuous intake, clarify user needs for compute and storage, and translate them into actionable operational requests and user stories. - Turn Prototypes into Paved Roads: Contribute to 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. - Orchestrate Delivery & Vendors: Assist cross-functional delivery across global platform teams and external Managed Service Providers (MSPs), ensuring strict adherence to SLAs, quality standards, and user satisfaction metrics. - Advance Modern Operations: 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. - CMDB & Configuration Stewardship: Contribute to the health, accuracy, and lifecycle updates of R&D infrastructure assets within ServiceNow (CMDB), ensuring clear visibility into dependencies, lab environments, and technical debt. - Incident & Problem Support: Assist in coordinating operational responses to service disruptions, follow up on remediation actions stemming from Root Cause Analyses (RCAs), and ensure procedural documentation stays up to date. Qualifications Education / Experience - Bachelor’s or Master’s degree in Computer Science, Information Technology, or an equivalent technical field. - Minimum of 3 years of professional experience in IT Service Management (ITSM), technical service coordination, or infrastructure operations. - ITSM Foundation: Practical knowledge of ITIL frameworks (Incident, Service Request, Change, and Configuration Management). - Demonstrated experience translating requirements into strategic implementation plans and contributing to business planning and forecasting. - Vendor & Lifecycle Management: Hands-on experience managing external MSP contracts, vendor SLAs, and end-to-end service delivery lifecycles. - Communication & Collaboration: Excellent cross-functional coordination skills with fluency in English; ability to communicate clearly with technical engineers and research stakeholders alike. Technical Skills - Service Management Platforms: Hands-on experience with ServiceNow and ITIL/ITSM processes (Incident, Problem, Change, Release Management). - Infrastructure Literacy: Familiarity with foundational enterprise infrastructure concepts (Linux/Windows OS, virtualization, enterprise storage, Cloud, container platforms and basic IP networking). - Data & Reporting: Experience generating operational reports, tracking KPIs/SLAs, or building telemetry dashboards (Excel, ServiceNow reporting, or Grafana). - ITIL certification is highly preferred. Quienes somos Alcanzar un futuro más saludable es lo que nos impulsa a innovar. Juntos, más de 100.000 empleados en todo el mundo están dedicados a avanzar en la ciencia, asegurando que todos tengan acceso a la atención sanitaria hoy y para las futuras generaciones. Nuestros esfuerzos resultan en más de 26 millones de personas tratadas con nuestros medicamentos y más de 30 mil millones de pruebas realizadas con nuestros productos de Diagnósticos. Nos damos apoyo mutuamente para explorar nuevas posibilidades, fomentar la creatividad y mantener altas nuestras ambiciones, para poder ofrecer soluciones sanitarias que cambian la vida e impactan a nivel global. Construyamos juntos un futuro más saludable. Roche es una empresa que ofrece igualdad de oportunidades.