Delivery Service Manager - TechOps Cell & Gene Therapy

Roche; Madrid; On-site; EUR 90,000 - 130,000; Full time

Job summary

Roche Madrid is seeking a Delivery Service Manager to own end-to-end service delivery for mission-critical IT services enabling cell and gene therapy operations. You will lead governance, apply Agile practices, and drive continuous improvement while coordinating with diverse stakeholders in a global environment.

The role requires 5+ years in delivery management in regulated industries, strong ITIL expertise, and familiarity with CSV and regulatory standards (FDA CFR Part 11, HIPAA, GDPR).

Qualifications

• Bachelor's degree or equivalent in CS/IS or related field.
• 5+ years in Delivery Service Management in a global, regulated environment.
• Experience with ITIL V3/V4 and regulatory requirements.
• Familiarity with CSV and regulatory requirements (FDA CFR Part 11, HIPAA, GDPR).

Responsibilities

• End-to-End Service Delivery: Own all aspects of service delivery and governance as the main business contact for operational issues.
• Scope & Delivery Management: Define and manage scope of medium to large initiatives; tailor Agile delivery to optimize results.
• Continuous Improvement: Lead improvement plans, drive root cause analysis, and enhance the overall service experience.
• Stakeholder & Team Leadership: Manage diverse stakeholders, communicate plans, coach teams, and coordinate releases with Product Managers.

Skills

Delivery service management

ITIL V3/V4

Stakeholder management

Agile / Scrum

Problem solving

Fluent English

Education

Bachelor's degree in computer science, information systems or related field

Tools

CSV (Computer Systems Validation)

Regulatory compliance awareness (FDA CFR Part 11, HIPAA, GDPR)

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

We are business minded technology experts in Cell and Gene Therapy, driving life-changing treatments for patients and acting as a pioneer in a new era in medicine. For this position we are seeking a self-motivated, results-driven Delivery Service Manager to be accountable for the operational setup, delivery, governance, and continuous improvement of mission-critical IT services and technology solutions. In this role, you will enable our business to successfully manufacture and deliver high-quality pharmaceutical products

Job Responsibilities

• End-to-End Service Delivery: Own every aspect of service delivery, performance, and governance, acting as the initial single point of contact and primary face to the business for operational service issues. Independently leads the analysis of moderate to complex delivery problems, driving root cause analysis and eliciting complex stakeholder needs.
• Scope & Delivery Management: Independently define, manage, and control the scope of medium to large initiatives, tailoring Agile delivery methodologies to optimize results
• Continuous Improvement: Accountable for comprehensive improvement plans and contributes to solution design and validation. Drive root cause analysis for complex delivery problems, propose comprehensive improvement plans, and elevate the overall service experience
• Stakeholder & Team Leadership: Identifies a diverse range of stakeholders across functional areas and develops comprehensive stakeholder communication plans. Effectively manages relationships act as a trusted advisor, manage complex dependencies across functional areas, and foster a coaching and mentoring mindset to build team spirit. Ensure releases and changes are delivered in a controlled, agile manner alongside Product Managers and Business Representatives

Qualifications

• Bachelor's degree in computer science, information systems or a related study (or equivalent project-related experience)
• 5+ years of relevant experience as a Delivery Service Manager providing mission-critical services in a global organization, preferably within the highly regulated Life Sciences industry
• Proven track record operating in a Delivery Management archetype (e.g., Project Manager, Service Manager, Scrum Master, RTE, Agile Coach) managing medium to large initiatives or significant workstreams.
• Expert in the discipline of IT Service Management (ITIL V3/V4)
• Experience and in Computer Systems Validation (CSV) and awareness of regulations like FDA CFR Part 11, HIPAA, and GDPR

Personal attributes

• Passionate about learning, highly analytical, capable of hands-on problem solving, and equipped with a strong customer-service and agile mindset
• Strong analytical skills to drive root cause analysis and propose comprehensive improvement plans.
• Exceptional stakeholder management and communication skills, with the ability to facilitate workshops, resolve conflicts, moderate conversations and act as a trusted advisor to diverse stakeholders.
• Strong coaching and mentoring mindset with a positive attitude and high energy to fostering cross-group collaboration
• Fluent English is a must

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.