Engineering Manager - Service Delivery Manager, RDT Remote APAC Multilingual (Japanese Speaker)

F. Hoffmann-La Roche AG; Petaling Jaya; Remote; MYR 180,000 - 320,000; Full time

Job summary

Roche recherche un Engineering Manager pour diriger le développement des capacités de l'équipe et optimiser la performance opérationnelle.

Le candidat idéal manage les aspects service, compte et projet, avec une forte culture Agile et une maîtrise de l'ITIL. Une expérience internationale et une maîtrise d'anglais complètent le profil.

Qualifications

• Minimum 5 ans d'expérience dans un environnement de support client ou shared services.
• 2 à 3 ans en leadership et management
• Connaissance ITIL; certification Agile/Scrum préférée
• Maîtrise de l'anglais à l'oral et à l'écrit; mandarin ou japonais souhaité
• Compétences avancées en outils bureautiques (Google Suite)

Responsibilities

• Gestion et développement des capacités de l'équipe; removal of roadblocks et performance management.
• Gestion du service et respect des KPI opérationnels avec une expérience utilisateur optimale.
• Gestion des comptes: revues de service mensuelles et coordination avec les parties prenantes.
• Gestion de projets: supports et leadership lors des transitions et du déploiement.
• Alignement sur les valeurs Roche et culture Lean/Agile/ITIL.

Skills

Leadership

People management

Communication

English proficiency

ITIL knowledge

Agile / Scrum

Google Suite

Team collaboration

Education

University degree

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

As an Engineering Manager you will focus on capabilities development of your team members that align with the function’s vision. You will encourage your team to self-define their career journey and seek ways to enable development opportunities in the direction of the journey. You will support them in removing roadblocks and by setting focus in their performance management. You make sure to develop your team with the right skills, healthy dynamics and a sustainable pace. You support the software and/or service delivery as a leader setting focus, removing impediments, managing stakeholders and creating efficiencies in collaboration wherever possible.

What you’ll be working on

People Management

• Responsible for providing a wide range of leadership for the team including but not limited to: Provide proactive feedback and coaching to responsible employees and provide feedback to leadership. Provide development support, performance evaluation, compensation, support, succession and talent management, conflict handling, and performance improvement planning with the support of the operation managers.Foster's a healthy, trusted environment, positive, energetic, inclusive, and enthusiastic environment to ensure people's engagement and a high sense of morale. Leaders will also ensure that People & Culture and compliance policies are adhered to by their team.
• Service Management : Responsible for achieving the agreed Service Level and ensuring operational KPIs are met with excellence by leveraging the right people and capabilities to provide the best user experience possible.Ensures the right people are in the right jobs and staffing levels are maintained according to requirements. Ensures that the units, processes, services & activities are fulfilling the defined objectives & targets, making improvements as required. Participates in collaborative regional and global squads to support the organization. Ensure ongoing monitoring of service level daily, proactively highlight any issue to create the proper actions
• Account Management : In account management, the leader would be the point of contact for assigned and designated site(s). The leader will provide: Monthly service reviews. 1st point of contact for escalation management.. Assist in new account transition and knowledge transfer. Proactively communicating with Stakeholders on any changes and potential issues - addressing difficult situations upfront. Support account improvement plan and coordinate actions with the respective teams
• Project Management : In project management, the leader would participate or sometimes lead certain projects. This includes : The new system goes live. New scope transition. New site transition. The leader would be expected to: Support/Lead transition activities (including knowledge transfer, hiring, training, etc). Support the transition team in resource allocation/management. Involve in Hypercare
• People-oriented mindset, highly accountable, agile, and results-oriented. Acts as a servant leader. Lives the Roche values and leadership commitments, has a growth mindset and drives a collaborative culture in the organization. Represent and support the desired ways of working (Agile, LEAN, ITIL, VACC). Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
• Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured and highly complex environment. Drive cost-conscious spending behavior to manage team expenses. Able to thrive in a high performing organization. Have a strong entrepreneurial mindset to trust in your capabilities and power to influence outcomes

Who you are :

• Preferably University educated. Minimum 5 years experience working in a customer support environment, shared services environment, or equivalent.
• 2 to 3 years in leadership and management roles is a plus.
• Knowledge in ITIL (certification preferred). Agile or Scrum master (certification preferred).
• Fluent in spoken and written English. Additional spoken and written language desirable (Mandarin, Japanese)
• Advanced ability with office productivity tools (Google Suite knowledge a plus).

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.