Líder Global de Entrega de Servicios

Manatal; Buenos Aires; Remote; ARS 106,019,000 - 166,601,000; Full time

Job summary

Roche in Buenos Aires seeks a GPC Service Delivery Manager to own post-Hypercare handover and oversee global service delivery for diabetes and near-patient care portfolios. You will coordinate with GCS, PMQ, IT, and regional affiliates to ensure KPI-aligned transitions and continuous improvement across multiple hubs.

You will manage cross-functional squads, monitor KPIs, and drive SIPs in an agile environment, collaborating closely with LATAM and global teams to standardize workflows and deliver

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.
• No relocation benefits are offered for this position.

Responsibilities

• 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.

Skills

Service delivery

Stakeholder management

KPI tracking

Service Improvement Plans

Change management

English fluency

Education

Bachelor's degree (Business Administration, Engineering, Economics, Communications, or related)

Job description

Roche in Buenos Aires seeks a GPC Service Delivery Manager to own post-Hypercare handover and oversee global service delivery for diabetes and near-patient care portfolios. You will coordinate with GCS, PMQ, IT, and regional affiliates to ensure KPI-aligned transitions and continuous improvement across multiple hubs.

You will manage cross-functional squads, monitor KPIs, and drive SIPs in an agile environment, collaborating closely with LATAM and global teams to standardize workflows and deliver