Team Team Lead Engineering Operational Enablement

Roche; Petaling Jaya; On-site; MYR 519,000 - 661,000; Full time

Job summary

Roche is seeking an Engineering Manager to lead the Digital Operations and Reliability team, overseeing CMDB governance, data modeling, and service delivery across 300+ enterprise products.

You will collaborate with Product Managers, Observability and SRE teams to standardize operational models, automate routing, and ensure high-quality data for reliable IT services. Strong leadership and ITIL experience are preferred.

Qualifications

• Experience in ITSM, CMDB design and enterprise data modeling.
• Proven leadership or coordination of cross-functional teams.
• Knowledge of ServiceNow and ITIL framework is a strong plus.
• Ability to translate business requirements into data structures and service models.

Responsibilities

• Lead a high-performing team of data modelers and support specialists.
• Own CMDB governance, data quality standards and modeling guidelines.
• Collaborate with Product Managers to map dependencies and impact analyses.
• Define metrics, health checks, validation rules, and automated routing rules.
• Standardize playbooks, intake frameworks, and self-service guidelines for ITSM.
• Explore AI-driven automation to identify gaps and automate corrective actions.

Skills

ITSM/CMDB

Data modeling

Leadership

ServiceNow/Jira Service Management

Tools

ServiceNow

Jira Service Management

Grafana

Splunk

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

As an Engineering Manager you will ensure and support the hardware, software and/or service delivery as a leader setting focus, removing impediments, managing stakeholders and creating efficiencies in collaboration wherever possible. You will focus on capabilities development of your team members that align with the function’s vision and 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 on their performance management and make sure to develop your team with the right skills, healthy dynamics and a sustainable pace.

Description Of The Area

The Digital Operations and Reliability function ensures the proactive management and maintenance of the optimal performance, reliability, and availability of all RDT enterprise-wide digital platforms and Infrastructure, minimizing disruption to critical business processes across the value chain, and guaranteeing compliance.

The Team Lead for Operational Enablement

drives the strategic transformation of our Configuration Management Database (CMDB) and Operational Support Models. You will bridge the gap between business application contexts and complex data structures, leading a team of experts dedicated to ensuring high-quality IT service management data, seamless automated ticket routing, and accurate impact analysis across all enterprise products.

You will collaborate directly with Product Managers to translate complex business contexts into accurate CMDB dependency trees, automated ticket routing rules, and impact analysis structures. You will be responsible for ensuring our 300+ enterprise products maintain flawless operational support models without burdening software development teams.

Job Responsibilities

• Strategic & Team Leadership: Build and lead a high-performing team of data modelers and support architecture specialists. Establish the department's operational roadmap, service intake model, and capacity planning
• Support Model & CMDB Governance: Act as the accountable authority for CMDB data quality standards, data modeling guidelines, and structural support frameworks across all product teams
• Cross-Functional Consulting: Partner with Product Managers and Product Teams to translate complex business and technical contexts into robust operational support structures, eliminating the burden of low-frequency, high-complexity modeling on individual teams. Work with Observability and SRE teams for Standardizing our knowledge and its relationships unifies disparate tools (Grafana, Splunk, etc.)
• Quality Assurance & Compliance: Define performance metrics, continuous monitoring, health checks, periodic reviews, enforcement mechanisms, and automated validation rules to maintain 100% accurate dependencies, impact maps, and ticket routing logic
• Process Enablement & Frameworks: Standardize playbooks, intake frameworks, and self-service guidelines to streamline how product teams interface with IT Service Management systems. Contextual layer for operational telemetry (dependencies, ownership, business mapping) to enable reasoning.
• AI Tools and Automation Adoption: Define and adopt AI-driven Solutions and rulesets to support the identification of operational support structure gaps and the automation of the corrective actions in the CMDB. Provides the necessary high-quality, real-time data layer to safely automate operations and prevent AI "hallucinations"

Qualifications

• Experience: 5+ years in IT Service Management (ITSM), CMDB design, enterprise data modeling, or IT operations, with at least 2+ years in a team leadership or technical coordination role
• Technical Expertise: Deep knowledge of modern ITSM/CMDB structures (e.g., ServiceNow, Jira Service Management), service mapping, automated routing, and CI dependency modeling
• Domain Mastery: Proven track record bridging technical data architectures with business application logic; ITIL framework certification is a strong plus
• Leadership & Influence: Outstanding ability to guide cross-functional product teams, enforce standards without creating friction, and drive culture change around data accountability

#RDT2026

Where pay transparency applies, details are provided based on the primary posting location. For this role, the primary location is Madrid. If you are interested in additional locations where the role may be available, we will provide the relevant compensation details later in the hiring process.

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.