Service Delivery Manager - Hosting Infrastructure for R&D

F. Hoffmann-La Roche AG; Indianapolis (IN); On-site; USD 108,000 - 201,000; Full time

Benefits offered by this job

Discretionary annual bonus

Comprehensive benefits

Job summary

Roche in Indianapolis, IN is seeking a Service Delivery Manager for Hosting Infrastructure in R&D to bridge science and enterprise platform engineering and to act as the operational partner for global Pharma and Diagnostics R&D labs.

You will lead cross‑functional delivery with HI teams and external MSPs, promote Infrastructure as Code, automated pipelines, and live telemetry dashboards (ServiceNow, Grafana) to improve reliability, SLAs, and cost visibility.

Qualifications

• 7–8 years in complex IT service management and infrastructure delivery, ideally in R&D, biotech, pharma or scientific computing.
• Independently manage multi-site environments and cross-functional teams without direct line management.
• Translate requirements into technical user stories and implementation plans.
• Experience with external MSP contracts and vendor SLAs.

Responsibilities

• Bridge Science and Infrastructure: translate scientific requirements into scalable IT capacity and architectures.
• Turn prototypes into enterprise-grade templates; manage service catalog and SLAs.
• Identify local R&D compute setups and standardize into global templates.
• Oversee incident triage, RCAs, SLIs/SLOs, and apply SRE to reduce friction.
• Drive cross-functional delivery with MSPs, meeting SLAs and quality standards.
• Promote IaC, automated pipelines, and live telemetry dashboards for cost visibility.

Skills

ITSM experience

Cross-functional leadership

SRE practices

IaC

Service delivery

Vendor management

Strategic planning

Mentorship

Education

Bachelor's or Master's in CS/IT

Tools

Nutanix HCI

VMware

RHEL/Ubuntu/CentOS

Kubernetes

Grafana

ServiceNow

Datadog

GPFS/Isilon

Cohesity/Acronis

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 Service Delivery Manager - Hosting Infrastructure for R&D

In this role, you will sit at the vital intersection of high-throughput scientific research and enterprise-scale platform engineering. As the Service Delivery Manager for the 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.

The Opportunity

The Hosting Infrastructure R&D Value Stream directs co-engineering and embedded lifecycle support across the Pharma and Diagnostics R&D value chain. As a Service Delivery Manager - Hosting Infrastructure for R&D, you will act as the strategic connector and operational shield between central Hosting & Infrastructure (HI) platform engineering teams and the R&D organizations in Roche.

Job Responsibilities

• Bridge Science and Infrastructure: Act as the trusted advisor to R&D teams, translating complex scientific requirements (genomics, imaging, assay pipelines) into actionable IT capacity profiles and scalable architectures.
• Turn Prototypes into Paved Roads: Lead 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.
• Identify bespoke, local R&D compute setups and guide their transition into hardened, standardized global catalog templates, preventing technical debt and architectural drift.
• Champion Reliability & SRE Practices: Oversee critical incident triage, facilitate blameless root cause analyses (RCAs), track SLIs/SLOs, and apply SRE principles to systematically eliminate operational friction.
• Orchestrate Delivery & Vendors: Drive 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.

Who You Are

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or an equivalent technical field.
• Minimum of 7-8 years of experience in complex IT Service Management environments and infrastructure delivery, ideally within R&D, biotech, pharma, or scientific computing environments.
• Lead / Senior Experience: Demonstrated ability to independently manage and influence complex, multi‑site technical environments, and cross‑functional teams without direct line management authority.
• Proven track record acting as a trusted advisor and as an interlocutor—translating complex business constraints into technical user stories for global platform engineers.
• 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.
• Continuous Learning & Mentorship: Experience continuously researching emerging infrastructure patterns, mentoring site teams, and sharing best practices across regional networks.

Technical Skills

• Compute & Virtualization: Strong foundation in virtualization (Nutanix HCI, VMware) and enterprise Linux distributions (RHEL, Ubuntu, CentOS).
• Containers & Cloud‑Native: Practical familiarity with Kubernetes and Container‑as‑a‑Service (CaaS) architectures.
• Data & Storage: Solid grounding in large‑scale data storage (GPFS, Isilon, Object Storage) and enterprise recovery platforms (Cohesity, Acronis).
• Network & Security: Clear understanding of segmented lab network architectures, firewalls, and directory services (Active Directory / LDAP).
• Deep familiarity with ITIL/ITSM processes (Incident, Problem, Change, Release Management).
• Direct experience defining and monitoring service levels (SLIs, SLOs, SLAs) using modern observability and dashboarding tools (Grafana, Datadog, ServiceNow) is highly preferred.
• Strong coaching and mentoring mindset, capable of championing accountability, connecting team development with business objectives.

Benefits

The expected salary range for this position based on the primary location of Indianapolis, IN, is between $108,400 - $201,200. Actual pay will be determined based on experience, qualifications, geographic location, and other job‑related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits Relocation benefits are not available for this job posting.

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. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

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.