A Service Delivery Manager will be key contributor in the NA Voice Services team, responsible for measuring and monitoring quality of service delivered by the Managed Service providers for the North America telephony infrastructure and services -
one vendor responsible for the enterprise and campus telephony and second vendor responsible the contact center telephony.
Detailed activities include, but are not limited to :
Participate in RfP phase and service transition
manage the services delivery between Roche Subject Matter Experts (SMEs) and Managed Service provider resources
Escalate issues to Service providers or internally within Roche, as necessary
Manage stakeholder expectations related to service delivery
Monitor service performance against contractual obligations
Ensure delivery of contracted deliverables per pre-defined Service Level Agreements (SLAs)
Define, create, maintain and report Service provider performance via reports / dashboards to stakeholders, using Roche and / or Service provider provided tools and data sources
Minimum Qualifications :
Business-related degree, with a minimum of five years of experience in customer service, leadership and logistics
Broad IT technology skills, including proven experience in IT Service Management and reporting tools
Financial reporting / Perform knowledge
Passion and demonstrated experience in customer service skills
Proficiency in English, both written and oral, is mandatory ,Portuguese is a plus
Experience with ServiceNow is a plus
Who we are At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.
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