IT Service Coordinator / Service Delivery Manager

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

Job Description: IT Service Coordinator / Service Delivery Manager

The Position
The IT Service Coordinator is accountable for the efficient, effective, and compliant daily delivery of Managed Services across assigned Teams or Products. In this role, you act as the primary operational connector and Single Point of Contact (SPOC) between internal Teams, consumers, and Managed Service Providers (MSPs). You ensure that operational support meets high quality and performance standards, driving day-to-day execution, resolving technical/procedural ambiguities, and fostering continuous service improvement while maintaining full alignment with organizational standards and business objectives.

Your Responsibilities

• Operational Service Delivery & MSP Coordination: Act as the Single Point of Contact (SPOC) to centralize technical and procedural queries from MSP technicians in their daily tasks. Coordinate and interact closely with the Managed Service Provider to manage operational support parameters, including ticket volume, backlog execution, and on-time delivery.
• Communication & Stakeholder Interaction: Ensure proper, timely, and professional communication (via email, chat, and meetings) between MSPs, internal consumers, and staff. Validate meeting minutes, lead operational follow-ups, and communicate effectively and openly with internal Teams to maintain complete cross-functional alignment.
• Service Standards & Compliance: Ensure strict adherence to established organizational standards, policies, and operational processes across all scope supported by the Managed Service Provider.
• Escalation & Risk Management: Identify, manage, and address operational issues, feedback, and daily escalations. Proactively identify risks and their potential impact on delivery, escalating complex or high-impact matters to the Global Service Delivery Manager when necessary.
• Operational Planning & Special Support: Coordinate and agree upon scheduled On-Call activities, reviewing and validating monthly extra charge requests. Lead, agree upon, and communicate special operational support arrangements, including change freezes, hypercare periods, and task prioritizations.
• Service Catalog & Documentation Management: Maintain the Service Catalog up to date within the assigned scope and review internal Team requirements for potential new activity transfers to MSPs. Ensure essential operational documentation (Runbooks, Operating Models, Onboarding Guides, and Rosters) is consistently created, updated, and maintained.
• Provider & Task Transition Support: Support the onboarding and offboarding procedures for MSP technicians. Act as an operational Transition Leader during transitions to new service providers or when integrating new tasks into the MSP scope.
• Continuous Service Improvement: Actively identify, champion, and follow up on Continuous Improvement initiatives to enhance daily service efficiency, quality, and consumer satisfaction.

Who You Are

• Proven Operational Experience: Demonstrated track record in IT service management, operational coordination, or vendor management, with hands-on experience coordinating external Managed Service Providers (MSPs) and technical teams.
• Process & Framework Knowledge: Solid understanding of IT Service Management (ITSM) principles, operational delivery frameworks, and service compliance standards.
• Exceptional Communication & Interpersonal Skills: Strong ability to communicate timely, clearly, and openly across virtual teams, external vendors, and internal staff, with proven facilitation and conflict-resolution skills.
• Proactive Problem Solver: Strong analytical and issue-resolution capabilities, with a proactive approach to identifying risks, managing daily escalations, and implementing process improvements.
• Organized & Detail-Oriented: Outstanding organizational skills with a strong focus on documentation accuracy (Runbooks, Service Catalogs, SOPs), operational tracking, and shift/on-call schedule coordination.
• Adaptable & Collaborative: Ability to navigate complex, cross-functional product environments, work effectively with diverse teams, and support organizational change or service transition initiatives smoothly.

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.