Remote Engineering & Service Delivery Leader

Remote Jobs; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Roche is seeking an Engineering Manager to lead service delivery in a remote APAC, multilingual environment. You will nurture capability development, manage performance, and remove impediments to ensure efficient software/service delivery while collaborating with cross-functional stakeholders.

You will guide roadmaps, coordinate regional/global squads, and drive continuous improvement in a fast-paced, highly matrixed setting. Fluent English is required; Mandarin/Japanese are a plus.

Qualifications

• Minimum 5 years experience in customer support or shared services
• 2–3 years in leadership/management roles
• ITIL certification preferred
• Agile or Scrum Master certification preferred
• Fluent in English; Mandarin/Japanese desirable

Responsibilities

• Provide leadership and coaching to the team, including performance management and development planning
• Manage service delivery to meet SLAs and KPIs with a focus on user experience
• Act as the main contact for designated sites, leading monthly service reviews and escalations
• Support transition activities and knowledge transfer for new accounts
• Lead or contribute to project transitions and hypercare initiatives
• Promote Agile/LEAN/ITIL practices and a collaborative global culture

Skills

Leadership

ITIL

Agile/Scrum

English

Mandarin

Japanese

Office Tools

Education

University degree

Tools

Google Suite

Job description

Roche is seeking an Engineering Manager to lead service delivery in a remote APAC, multilingual environment. You will nurture capability development, manage performance, and remove impediments to ensure efficient software/service delivery while collaborating with cross-functional stakeholders.

You will guide roadmaps, coordinate regional/global squads, and drive continuous improvement in a fast-paced, highly matrixed setting. Fluent English is required; Mandarin/Japanese are a plus.