Summary : Provides leadership for Shared Service Center (SSC) employees whose responsibilities include IT technical
support across technology, systems and applications. Leads a team of employees in aligning goals and ensuring
targets are met. Ensures efficient and effective delivery of operational plans based on agreed IT processes, standards
and tools. Supports the partnership between the SSC and assigned business / sites / locations to maximize the existing
services, and ensure services are reliable, adhere to the business needs and have global / regional consistency with
appropriate cost / benefit.
Assists IT senior leadership in overall SSC strategy and operations of assigned department(s). Contributes and
achieves results through the management of subordinates (professional and support staff). Establishes and manages
the department's budget and all assigned resources. Provides leadership to ensure department objectives and goals
are achieved. Directs and implements tactical plans and has full discretion on all employment decisions for department
staff including hiring, training, performance management, and progressive disciplinary actions.
This position is responsible for the operations of the Service Desk within the Americas SSC including training,
workforce management, reporting / analytics of key KPIs and metrics and Deskside support for Americas SSC team. In
addition, all core business procedures (business continuity, call center infrastructure) and support for core operating
processes (Knowledge Management, Incident Management, Request Management) are the responsibility of this role.
Responsible for maintaining and continuously improving the quality system and achieving quality objectives through
Education and Experience :
10+ years of experience in service desk, client desktop services, or related IT operations and a bachelor’s
degree; or 8+ years of experience and a master’s degree
5+ years of direct IT management experience including people performance, budget management, vendor
management, and contractor administration
BA / BS degree in Computer Science or related field
Knowledge, Skills, and Abilities
Passionate customer advocate and proactive process transformation leader
Deep knowledge of service desk and client computing disciplines, processes, and operating procedures
Skilled in building knowledge-based communities using a variety of technical training mediums
Well-versed on ITIL Service Lifecycle Management Service Operation core processes including Incident
Management, Request Fulfillment Management and Knowledge Management and associated tools (HPSM)
Solid understanding of call center environment tools including Workforce Management (NICE), ACD
Cisco Unified), quality monitoring (NICE NIM)
Strong coaching, mentoring, communication, and influencing skills
Experienced working in a global organization
Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.