Gestor/A De Reclamaciones (Derecho) — Servicio Al Cliente

Ama Agrupación Mutual Aseguradora; Madrid; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

Roche is seeking a Delivery Service Manager to guide complex deliveries, drive efficiency, and mentor teams. The role spans defining visions and roadmaps for major initiatives and influencing senior stakeholders across the organization.

You may operate as a Project Manager, Program Manager, Service (Delivery) Manager, or Agile Coach, leading delivery frameworks and organizational change to achieve strategic objectives.

Qualifikationen

• Delivery Management track record across large-scale initiatives.
• Experience embedding Agile practices and organizational change.
• Strong stakeholder management at senior levels.
• Ability to define delivery roadmaps and strategic solutions.
• Excellent communication and negotiation skills.

Aufgaben

• Provides expert guidance on complex deliveries and drives efficiency improvements.
• Leads analysis of delivery problems and defines strategic solutions.
• Identifies stakeholders and executes engagement and communication plans.
• Drives Agile practices and organizational change within product lines.
• Manages complex delivery programs with multiple dependencies and risks.
• Shapes delivery strategies using market insights and best practices.

Jobbeschreibung

Permanente

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

The Delivery Service Manager provides expert guidance on complex deliveries, drives efficiency improvements, influences stakeholder decisions, and mentors others to achieve strategic alignment and support team growth. In this role, you will navigate organizational complexity to define and communicate comprehensive solution visions and roadmaps for large-scale and strategically critical initiatives. Depending on the organization’s needs, you may operate within role archetypes such as Project Manager, Program Manager, Service (Delivery) Manager, ITSM Process SME, Scrum Master, RTE, STE, or Agile Coach.

Responsibilities

• Provides expert guidance and strategic direction on defining and managing scope for complex or high-impact initiatives. Develops, implements, and champions scope management strategies, frameworks, and best practices for relevant initiatives. Oversees the management of significant scope changes, ensuring strategic alignment and minimal disruption, while proactively identifying and driving improvements to scope-related processes for enhanced delivery efficiency.
• Leads the analysis of complex and strategic delivery problems across boundaries, eliciting complex needs and influencing decisions. Accountable for delivery management on significant initiatives, defining strategic solutions, and driving consensus through persuasive communication and facilitation. Proactively identifies strategic opportunities and risks, and mentors colleagues on problem-solving.
• Identifies key stakeholders, including senior management, across organizational boundaries and analyzes complex stakeholder networks. Develops and executes comprehensive stakeholder engagement and communication plans. Influences stakeholder decisions related to delivery, navigates conflicts to achieve alignment, and builds strong collaborative relationships across the organization.
• Provides consistent leadership and significant impact across major products within a product line or domain. Drives significant impact on projects and programs by embedding Agile best practices and leading organizational change initiatives. Leads the evaluation of strategic solution options, fosters a culture of innovation, and proactively proposes improvements to help implement strategic objectives.
• Manages complex projects or services, potentially across domains, and leads delivery within a program or large initiative. Manages highly complex delivery involving multiple dependencies, opportunities, and risks. Handles ambiguous delivery requirements and leads the implementation of delivery frameworks while navigating complex stakeholder landscapes.
• Possesses in-depth business knowledge and understanding of market trends to shape delivery strategies that achieve strategic business objectives. Drives business process improvements and innovation, and leads the implementation of Agile frameworks and other delivery best practices. Manages large-scale, complex delivery programs and innovates delivery methodologies to enhance efficiency and effectiveness.

Who You Are

• Proven track record operating in a Delivery Management archetype (e.g., Program Manager, STE, Agile Coach) with extensive experience managing large-scale, complex delivery programs.
• Experience in embedding Agile best practices and leading organizational change initiatives across product lines or domains.
• Demonstrated success in building and maintaining strong relationships with key senior stakeholders and cultivating collaboration across organizational boundaries.
• In-depth business knowledge and an understanding of market trends, with the ability to shape delivery strategies to achieve strategic business objectives.
• Expertise in leading the implementation of Agile frameworks, delivery methodologies, and other best practices.
• Advanced analytical skills to lead the analysis of complex, cross-boundary delivery problems and evaluate strategic solution options.
• Exceptional communication, facilitation, and negotiation skills, with the ability to drive consensus on solutions and navigate conflicts to achieve alignment.
• Strong coaching and mentoring capabilities; acts as a mentor for less experienced professionals, providing constructive feedback and guiding them in complex scope management and problem-solving.

#RDT2026

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.