GPC Service Delivery Manager

Roche; Buenos Aires; On-site; ARS 136,660,000 - 197,397,000; Full time

Job summary

Roche is hiring a GPC Service Delivery Manager in Buenos Aires, Argentina. You will join the Global Patient Care organization, overseeing the end-to-end handover after Hypercare for new services and driving KPI-driven improvements across diabetes and near-patient care portfolios.

You will partner with GCS, PMQ, IT, Quality & Regulatory, and Marketing/Sales to standardize service delivery, monitor feedback, and implement SIPs in a multi-hub environment. English fluency is required.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Economics, Communications, or a related field.
• 5+ years of progressive experience in Service Delivery Management, Client Services, Customer Care Operations, or BPO/Contact Center Environments.
• Proven track record in Service Implementation, Service Improvement Plans (SIPs), SLA governance, and Post-Hypercare transitions in multi-hub or regional/global environments.
• Strong background in operational KPI tracking, feedback loop implementation, SLA management, and structured process optimization.
• Exceptional stakeholder management, active listening, and change management skills with the ability to influence cross-functional teams in a matrix environment.
• Fluency in English (advanced/fluent, written and spoken) is required to engage daily with global leadership and cross-region hubs.

Responsibilities

• Post-Hypercare Service Ownership & Handover: Manage end-to-end transition and delivery after Hypercare for global affiliates.
• Global Stakeholder Partnership & Governance: Serve as the primary GPC contact for GCS, PMQ, Global IT, Quality & Regulatory, and Marketing/Sales.
• KPI Monitoring & Operational Feedback: Track global metrics, gather affiliate feedback, and establish structured feedback loops.
• Service Improvement Plans (SIPs): Identify bottlenecks, design SIPs, and drive change management to improve service delivery and patient experience.
• Service Operations & Change Management: Lead cross-functional global squads, oversee change controls and timelines, allocate resources, mitigate risks.
• Cross-Hub Collaboration: Align workflows with LATAM and regional/global hubs to promote a right-first-time mindset.

Skills

Service Delivery

Stakeholder Management

KPI Tracking

Process Optimization

Change Management

SIP Design

Education

Bachelor's degree in related field

Job description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

As the GPC Service Delivery Manager based in Buenos Aires, Argentina, you will join the Global Patient Care (GPC) organization—a first-level customer and patient support network of 500+ internal and external collaborative team members across North America, EMEA/LATAM, and APAC. Reporting within Henrique’s team, you will act as a critical global bridge between GPC operations, Global Customer Support (GCS), Post-Market Quality (PMQ), and regional affiliate stakeholders (including LATAM). You will own the operational handover post-Hypercare for new service implementations, lead global feedback loops, monitor standardized KPIs, and drive continuous service improvement initiatives across diabetes care and near-patient care portfolios.

The Opportunity

• Post-Hypercare Service Ownership & Handover: Manage the end-to-end transition and operational delivery following the Hypercare phase of new GPC service implementations for global affiliates, ensuring strict alignment with global guidelines and KPI standards
• Global Stakeholder Partnership & Governance: Act as the primary GPC point of contact for GCS, PMQ, Global IT, Quality & Regulatory, and Marketing/Sales. Foster strong cross-functional partnerships across LATAM and global hubs to align service delivery strategies
• KPI Monitoring & Operational Feedback Loop: Monitor global operational metrics, gather affiliate/customer feedback, and establish structured feedback loops to drive process enhancements and a consistent global customer experience
• Service Improvement Plans (SIP): Identify operational bottlenecks, design vision-driven Service Improvement Plans (SIPs), and execute change management strategies that optimize service delivery efficiency and patient/customer satisfaction
• Service Operations & Change Management: Lead cross-functional global squads and service teams, overseeing change control, service transition timelines, resource allocations, and risk mitigation strategies in an agile environment
• Cross-Hub Collaboration: Work in close partnership with regional team members across North America, EMEA, and APAC to standardize global customer care workflows and promote a "right first time" operational mindset

Who You Are

• Bachelor’s degree in Business Administration, Engineering, Economics, Communications, or a related field
• 5+ years of progressive experience in Service Delivery Management, Client Services, Customer Care Operations, or BPO / Contact Center Environments (healthcare industry experience is a plus, but BPO/Service Operations expertise is primary)
• Proven track record in Service Implementation, Service Improvement Plans (SIPs), SLA governance, and Post-Hypercare transitions in multi-hub or regional/global environments
• Strong background in operational KPI tracking, feedback loop implementation, SLA management, and structured process optimization
• Exceptional stakeholder management, active listening, and change management skills with the ability to influence cross-functional teams in a matrix environment
• Fluency in English (advanced/fluent, written and spoken) is required to engage daily with global leadership and cross-region hubs

No relocation benefits are offered for this position.

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.