GPC Service Delivery Manager

F. Hoffmann-La Roche AG; Buenos Aires; Presencial; ARS 136.828.000 - 228.047.000; Jornada completa

Descripción de la vacante

Roche in Buenos Aires, Argentina, seeks a GPC Service Delivery Manager to lead post-Hypercare handover, global service delivery, and KPI monitoring. You will bridge GPC with GCS, PMQ, and regional affiliates, driving SIPs and change management in a multi-hub environment.

You will manage cross-functional teams, ensure SLA adherence, and foster continuous improvement while engaging with LATAM and global partners. Fluent English is required for daily collaboration.

Formación

• 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.

Responsabilidades

• 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 (SIPs): 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.

Educación

Bachelor’s degree in Business Administration, Engineering, Economics, Communications, or a related field

Descripción del empleo

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. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.