R&D Hosting Infrastructure Delivery Coordinator

F. Hoffmann-La Roche AG; Madrid; On-site; EUR 60,000 - 90,000; Full time

Job summary

Roche is seeking a Service Coordinator for R&D Hosting Infrastructure to serve as the operational partner for global Pharma and Diagnostics R&D labs. You will bridge central Hosting & Infrastructure with research teams to enable scalable, reliable compute and storage services.

The role emphasizes ITIL/ITSM fundamentals, ServiceNow-driven workflows, and collaboration with vendors to ensure SLAs and performance metrics are met, while driving modern operations and cost visibility.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent.
• Minimum of 3 years of professional experience in IT Service Management (ITSM), technical service coordination, or infrastructure operations.
• ITIL frameworks knowledge including Incident, Service Request, Change, and Configuration Management.
• Demonstrated ability translating requirements into strategic implementation plans and contributing to business planning and forecasting.
• Vendor management experience with external MSP contracts, vendor SLAs, and end-to-end service delivery.

Responsibilities

• Gather requirements and intake from R&D stakeholders and translate into operational requests and user stories.
• Contribute to turning prototypes into enterprise-grade templates and manage service catalog gaps and SLAs.
• Coordinate delivery across global platform teams and MSPs, ensuring quality and user satisfaction.
• Promote Infrastructure as Code (IaC), automated delivery pipelines, and live telemetry dashboards (ServiceNow, Grafana).
• Maintain CMDB health and lifecycle updates in ServiceNow, ensuring visibility into dependencies and technical debt.
• Assist in incident and problem coordination, RCA follow-ups, and up-to-date procedural documentation.

Skills

ITSM

ServiceNow

Vendor management

Stakeholder communication

English fluency

ITIL frameworks

Cloud & virtualization

Education

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

Tools

Grafana

Job description

Roche is seeking a Service Coordinator for R&D Hosting Infrastructure to serve as the operational partner for global Pharma and Diagnostics R&D labs. You will bridge central Hosting & Infrastructure with research teams to enable scalable, reliable compute and storage services.

The role emphasizes ITIL/ITSM fundamentals, ServiceNow-driven workflows, and collaboration with vendors to ensure SLAs and performance metrics are met, while driving modern operations and cost visibility.