Service Delivery Coordinator - Hosting Infrastructure for R&D

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

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

Job Description

At Roche, scientific discovery moves at the speed of computation. In this role, you will sit at the vital intersection of high-throughput scientific research and enterprise-scale platform engineering. As the Service Coordinator for Research and Development (R&D) Hosting Infrastructure value stream, you act as the primary operational partner and technical enabler for our global Pharma and Diagnostics R&D laboratories.

Description of the Area

The Hosting Infrastructure R&D Value Stream directs co-engineering and embedded lifecycle support across Pharma and Diagnostics R&D value chain. Acts as the strategic connector and operational shield between central Hosting & Infrastructure (HI) platform engineering teams and the R&D organizations in Roche.

Job 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

Qualifications

Education / Experience

• 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

Technical Skills

• Service Management Platforms: Hands-on experience with ServiceNow and ITIL/ITSM processes (Incident, Problem, Change, Release Management)
• Infrastructure Literacy: Familiarity with foundational enterprise infrastructure concepts (Linux/Windows OS, virtualization, enterprise storage, Cloud, container platforms and basic IP networking)
• Data & Reporting: Experience generating operational reports, tracking KPIs/SLAs, or building telemetry dashboards (Excel, ServiceNow reporting, or Grafana)
• ITIL certification is highly preferred

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.