IT Service Coordinator - R&D Infrastructure & Vendors

Dia; Pozuelo de Alarcón; On-site; EUR 50,000 - 75,000; Full time

Job summary

Roche is seeking a Service Coordinator for Research and Development Hosting Infrastructure to act as the primary operational partner and technical enabler for our global Pharma and Diagnostics R&D laboratories. You will bridge central HI platform engineering with R&D teams and manage end-to-end service delivery across an international landscape.

The role emphasizes incident response, IAM governance, IaC adoption, and live telemetry dashboards, enabling cost visibility and infrastructure health.

Qualifications

• Bachelor's or Master's degree in Computer Science, Information Technology, or an equivalent technical field.
• Minimum of 3 years of professional experience in IT Service Management (ITSM), technical service coordination, or infrastructure operations.
• ITSM Foundation: Practical knowledge of ITIL frameworks (Incident, Service Request, Change, and Configuration Management).
• Demonstrated experience translating requirements into strategic implementation plans and contributing to business planning and forecasting.
• Vendor & Lifecycle Management: Hands-on experience managing external MSP contracts, vendor SLAs, and end-to-end service delivery lifecycles.
• Communication & Collaboration: Excellent cross-functional coordination skills with fluency in English; ability to communicate clearly with technical engineers and research stakeholders alike.

Responsibilities

• Requirements Gathering & Intake: Act as a first-line liaison for R&D stakeholders. Conduct continuous intake, clarify user needs for compute and storage, and translate them into actionable operational requests and user stories.
• Turn Prototypes into Paved Roads: Contribute to the transition of custom R&D builds into enterprise-grade global catalog templates while conducting service catalog gap analyses, tracking SLAs, and addressing evolving technical needs to prevent architectural drift.
• Orchestrate Delivery & Vendors: Assist cross-functional delivery across global platform teams and external Managed Service Providers (MSPs), ensuring strict adherence to SLAs, quality standards, and user satisfaction metrics.
• Advance Modern Operations: Partner with engineering teams to promote Infrastructure as Code (IaC), automated delivery pipelines, and live telemetry dashboards (ServiceNow, Grafana) for real-time asset health and cost visibility.
• CMDB & Configuration Stewardship: Contribute to the health, accuracy, and lifecycle updates of R&D infrastructure assets within ServiceNow (CMDB), ensuring clear visibility into dependencies, lab environments, and technical debt.
• Incident & Problem Support: Assist in coordinating operational responses to service disruptions, follow up on remediation actions stemming from Root Cause Analyses (RCAs), and ensure procedural documentation stays up to date.

Skills

ITIL/ITSM

ServiceNow

Linux/Windows

Cloud & virtualization

Grafana

Education

Bachelor's or Master's in Computer Science/IT

Tools

ServiceNow

Job description

Roche is seeking a Service Coordinator for Research and Development Hosting Infrastructure to act as the primary operational partner and technical enabler for our global Pharma and Diagnostics R&D laboratories. You will bridge central HI platform engineering with R&D teams and manage end-to-end service delivery across an international landscape.

The role emphasizes incident response, IAM governance, IaC adoption, and live telemetry dashboards, enabling cost visibility and infrastructure health.