R&D Hosting & Service Delivery Lead

Roche; Madrid; On-site; EUR 45,000 - 70,000; Full time

Job summary

Roche in Madrid is seeking a Service Coordinator for R&D Hosting Infrastructure. You will sit at the intersection of high-throughput research and platform engineering, acting as the primary operational partner for global Pharma and Diagnostics labs.

You will drive requirements, manage vendor relationships, promote IaC and telemetry dashboards, maintain CMDB, and ensure SLAs are met while collaborating with cross-functional teams.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, IT or equivalent.
• At least 3 years in ITSM, service coordination, or infra operations.
• ITIL knowledge: Incident, Service Request, Change, Configuration.
• Ability to translate requirements into implementation plans.
• Experience managing MSP contracts, SLAs and end-to-end delivery.
• Strong English communication for cross-functional teams.

Responsibilities

• Act as liaison for R&D stakeholders and translate needs into operational requests.
• Contribute to transitioning R&D builds into enterprise-grade templates and track SLAs.
• Coordinate delivery with cross-functional teams and MSPs, ensuring SLAs and quality.
• Promote Infrastructure as Code, automated pipelines, and live telemetry dashboards.
• Maintain CMDB data and asset lifecycle in ServiceNow.
• Coordinate incident responses and document RCAs.

Skills

ITSM frameworks

Cross-functional coordination

English fluency

Education

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

Tools

ServiceNow

ITIL

Job description

Roche in Madrid is seeking a Service Coordinator for R&D Hosting Infrastructure. You will sit at the intersection of high-throughput research and platform engineering, acting as the primary operational partner for global Pharma and Diagnostics labs.

You will drive requirements, manage vendor relationships, promote IaC and telemetry dashboards, maintain CMDB, and ensure SLAs are met while collaborating with cross-functional teams.