Service Owner for Digital solutions

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

The internal value chain (IVC) for digital solutions team is acting as a linking pin across the organization to support global lifecycle teams and affiliates in the commercialization of digital solutions.

The team is working on building the back office foundations for a successful digital business, along the customer journey "Subscribe-to-retire" digital products. The team provides the organization with fit-for-digital operational processes, innovative technology, analytics and global services.

Main Accountabilities

• The position is part of the Internal Value Chain for Digital Solutions and integrated into the IVC Services Chapter
• Perform daily operational business services for digital products
• Collaborate with and provide services to lifecycle teams and affiliates
• Improve and standardize service processes for digital products
• Perform quality checks and measure service maturity
• Safeguard best-in-class operational support for our internal customers
• Provide project support focusing on the Services

Responsibility of Operational Services for Lifecycle Teams

• Support product lifecycle teams with day-to-day operational back office processes:
• Material master data management: global master data creation and maintenance in DMS for digital products and services; maintenance of material master extension workflows for operations sites; support in the regional affiliates SAP systems
• Digital products access management: maintain unique form and process for affiliates to request access to cloud-based products; create and maintain admin/user accounts for end-customers; reconcile and extend/terminate accounts based on license agreements
• 3rd party management: execute ordering of integration services from 3rd party supplier per product; coordination and tracking of all steps / stakeholders involved in the process
• UDI & labeling: manage the E2E process for UDI and labeling, work with LCTs to gather all relevant information, create templates and submit data packages
• Commercial services: support launch of digital products by enabling the commercial model, support maintenance of pricing model across systems
• Service quality measurement: calculate KPIs and perform quality checks to ensure effective and efficient service according to the agreed SLAs

Responsibility of Operational Services for Affiliates

• Support affiliates with day-to-day operational back office processes:
• Customer-related activities: regular monitoring of the process designed for digital products & services; training of the affiliates; execution of centralized services such as equipment creation
• First level support: support process execution in SAP/REXIS and other linked systems; monitoring of generic support mailbox; train selected key users
• Global commercial backoffice: generation of commercial documents in related systems, such as contracts, equipments, scheduling agreements
• Service quality measurement: calculate KPIs and perform quality checks to ensure effective and efficient service according to the agreed SLAs

Responsibility of IVC Project Support

• Support the transformation of current operations to a global, centralized service organization
• Adapt new ways of working in an agile project environment
• Document processes and procedures for business services
• Support training and testing phases
• Identify improvement potential for effective & efficient service operations

Formal Training & Education:

• Bachelor in Business Economics and / or Business Informatics / Information Technology and / or any corresponding study or practical experience
• Fluent in English, additional languages beneficial

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.