Head of AI enabled IT Process Excellence & Service Management

F. Hoffmann-La Roche AG; Hyderabad; On-site; INR 4,000,000 - 9,000,000; Full time

Job summary

Roche seeks a visionary Head of RDT Practices to transform IT Service Management, DevOps, and Product Lifecycle using an AI-first approach. You will lead a team of experts, drive automation, and own core platforms like ServiceNow, ensuring resilient, value-driven outcomes across the RDT organization.

With strong leadership experience, you will shape governance, policies, and continuity strategies, aligning technology with Roche's mission to prevent, stop and cure diseases and deliver healthcare

Qualifications

• Experience transforming technology processes with automation and AI-first design.
• Deep expertise in ITSM/ITIL, DevOps, and BCM in large enterprises.
• Proven ability to translate strategy into practical processes and gains.
• Experience leading managers and cross-functional teams.

Responsibilities

• Guide governance and continuous improvement of RDT processes including ITSM, DevOps, and Product Lifecycle.
• Define AI-first automation roadmap and ownership of core RDT platforms (e.g., ServiceNow).
• Oversee IT policies, standards, and SOP lifecycles.
• Direct Business Continuity governance and Disaster Recovery testing.
• Lead and develop direct reports; communicate value to stakeholders.

Skills

Transformational leadership

Strategic mindset

ITSM/ITIL expertise

DevOps principles

Business Continuity Management

Stakeholder influence

Platform knowledge (ServiceNow)

AI-first mindset

Tools

ServiceNow

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.

Job title

Head of RDT Practices (People Leader)

Role Summary

As the Head of RDT Practices, you will be a pivotal senior leader responsible for ensuring the operational resilience and transformational efficiency of Roche's core technology services. This is not a role for maintaining the status quo; we are seeking a visionary leader with an "AI-first mindset" to fundamentally reshape our IT Service Management (ITSM), product lifecycle, and disaster recovery frameworks. You will lead a team of experts to move beyond codifying existing workflows and instead drive intelligent automation and process redesign. Your success will be measured by your ability to create a highly efficient, resilient, and future-ready RDT organization, delivering substantial value and savings through strategic transformation.

Key Accountabilities

• Process Transformation & Automation: Lead a team responsible for the governance and continuous improvement of all key RDT processes, including ITSM, DevOps, and the Product Lifecycle. Champion an "AI-first" approach to critically analyze and re-engineer workflows, identifying opportunities for automation and intelligent design to drive significant efficiencies. Act as the primary business owner for core RDT platforms and tools (e.g., ServiceNow), defining a strategic roadmap focused on user experience, adoption, and advanced capabilities. Own the lifecycle of IT Policies, Standards, and SOPs, ensuring they are modern, effective, and enable agility.
• Disaster Recovery & Resilience: Direct the Business Continuity governance program for RDT, providing robust oversight and ensuring a credible second level of control. Oversee the Disaster Recovery testing strategy, validating the resilience of critical systems and processes in partnership with technical teams. Serve as the key interface to the "Digital Operations and Reliability" organization, ensuring seamless alignment on all resilience-related matters.

Leadership & Strategy

Provide strong leadership and mentorship to your direct reports, fostering a culture of innovation, operational excellence, and continuous improvement. Develop and execute a strategic vision for processes and continuity that aligns with RDT's broader AI initiatives, orchestrating efforts to maximize value and impact. Engage with senior RDT leadership and cross-functional stakeholders to build consensus, drive adoption of new processes, and communicate the value of your team's initiatives.

Key Leadership Competencies and Skills

• Transformational & Strategic Mindset: Demonstrated experience in not just managing, but fundamentally transforming technology processes using an "AI-first" or automation-centric approach.
• Expert Domain Knowledge: Deep expertise in IT Service Management (ITSM/ITIL), DevOps principles, and Business Continuity Management (BCM) frameworks within a large, complex enterprise.
• Pragmatic & Operational Experience: Proven ability to translate strategic theory into practical, operational reality. You understand what it takes to make new processes work on the ground and gain traction.
• Inspirational People Leadership: Significant experience leading teams of managers and individual contributors, with a track record of developing talent and driving high performance.
• Stakeholder Influence: Exceptional communication and interpersonal skills, with the ability to build strong internal connections, influence senior leaders, and drive change across the organization.
• Platform & Tool Acumen: Technical and architectural knowledge of enterprise platforms like ServiceNow, including defining user requirements and driving adoption strategies.

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. We believe it’s urgent to deliver medical solutions right now – even as we develop innovations for the future. We are passionate about transforming patients’ lives. We are courageous in both decision and action. And we believe that good business means a better world. That is why we come to work each day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. We are proud of who we are, what we do, and how we do it. We are many, working as one across functions, across companies, and across the world. We are Roche.