Service Delivery Coordinator - Hosting Infrastructure for R&D

Roche Holding AG; Madrid; On-site; EUR 50,000 - 70,000; Full time

Job summary

Roche Holding AG recherche un Service Coordinator pour l'infrastructure d'hébergement R&D. Vous serez l’interlocuteur opérationnel et facilitateur technique pour les laboratoires Pharma et Diagnostics R&D à l’échelle mondiale.

Le rôle requiert une expérience ITSM solide, une connaissance de ServiceNow et Grafana, et une maîtrise de l’anglais. Vous contribuerez à des pratiques IaC et à des dashboards opérationnels pour assurer la fiabilité et le coût des ressources.

Qualifications

• Bachelor’s or Master’s degree in CS, IT, or equivalent.
• 3+ years ITSM, technical service coordination, or infrastructure operations.
• ITIL Foundation knowledge and practical ITIL processes.

Responsibilities

• R&D stakeholders liaison for requirements gathering and intake.
• Translate requirements into operational requests and user stories.
• Transition prototypes into enterprise-grade templates; track SLAs.
• Coordinate delivery with platform teams and MSPs, ensuring SLA compliance.
• Promote IaC, CI/CD pipelines and live telemetry dashboards (ServiceNow, Grafana).
• Maintain ServiceNow CMDB assets and dependencies; update documentation.
• Assist in incident and problem coordination and post-incident follow-ups.

Skills

Fluency in English

Cross-functional coordination

Education

Bachelor’s or Master’s degree in CS/IT

3+ years ITSM / infrastructure operations

Tools

ServiceNow

Grafana

Excel

Job description

Chez Roche, vous pouvez être vous-même et être apprécié pour les qualités uniques que vous apportez. Notre culture encourage l'expression personnelle, le dialogue ouvert et les connexions authentiques, où vous êtes valorisé, accepté et respecté pour ce que vous êtes, vous permettant de prospérer tant personnellement que professionnellement. Voici comment nous visons à prévenir, arrêter et guérir les maladies et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Rejoignez Roche, où chaque voix compte.

La 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.

Qui nous sommes

Un avenir plus sain nous pousse à innover. Ensemble, plus de 100 000 employés à travers le monde sont dédiés à faire progresser la science et à garantir à chacun l'accès aux soins de santé aujourd'hui et pour les générations à venir. Nos efforts aboutissent à plus de 26 millions de personnes traitées avec nos médicaments et plus de 30 milliards de tests réalisés avec nos produits de Diagnostique. Nous nous encourageons mutuellement à explorer de nouvelles possibilités, à favoriser la créativité et à conserver nos grandes ambitions, afin de fournir des solutions de santé qui changent des vies et ont un impact mondial.

Construisons ensemble un avenir plus sain.

Roche est un employeur offrant l'équité en matière d'emploi.