Service Delivery Lead – Medical Writing

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 Global Digital Hub has newly been established within Roche Services & Solutions Center. Our main purpose is to strengthen the digital capabilities of Roche globally by supporting central initiatives with Social Media Management, Brand Support, Digital Publishing Services, Marketing Automation, Copywriting and Creative Design.

As a Service Delivery Lead (SDL), you are accountable for ensuring effective, scalable, and high-quality operational service delivery within your assigned focus area of the global Roche content and digital services Lab.

You oversee the operational governance of services delivered through internal teams and external vendors, ensuring alignment with defined service models, performance standards, and business priorities. Your focus is on service reliability, performance transparency, continuous improvement, and operational excellence.

The Opportunity:

• Strategic Medical Writing Leadership – Direct medical writing service delivery across therapeutic areas, ensuring content production meets regulatory standards, business objectives, and therapeutic-specific demands while maintaining quality and compliance

• Workflow Harmonization & Cross-Functional Integration – Streamline medical writing processes with marketing, medical affairs, and compliance functions, creating seamless content workflows that align creative storytelling with regulatory requirements across all pillars

• Regulatory & Compliance Alignment – Partner with compliance and medical affairs teams to embed regulatory governance into content development, serving as the bridge between creative execution and regulatory oversight

• Service Delivery Accountability – Own day-to-day performance metrics, SLAs, and KPIs for medical writing services, acting as the central coordination point between internal stakeholders, business leads, GDH leads, and external vendors to ensure consistent execution against agreed standards

• Operational Excellence & Process Optimization – Establish and maintain standardized operating procedures, delivery frameworks, and performance monitoring systems; identify inefficiencies and drive continuous improvement initiatives with structured governance and data-driven insights

• Cost-Conscious Scalability & Innovation – Design scalable service delivery models that optimize resource allocation and cost-efficiency while championing technology adoption—including GenAI tools—to enhance operational productivity and service quality

• Capacity & Risk Management – Coordinate capacity planning, manage service incidents and escalations, monitor operational trends, and support business continuity planning to maintain service reliability, workload balance, and proactive risk mitigation

Who you are:

You operate effectively in structured governance environments and are comfortable balancing operational oversight with stakeholder alignment. You anticipate risks, address delivery challenges in a timely manner, and contribute to a culture of continuous service improvement. You maintain attention to process integrity, performance transparency, and service consistency.

For this position, you bring the following qualifications :

• 3+  years of relevant experience in service delivery management, operational governance, or structured digital/content operations environments (corporate or agency).

• Experience working within global or multi-regional delivery models, including collaboration with offshore/onshore teams.

• A university degree in a field that emphasizes life sciences, quantitative analysis, communication, or problem-solving, or a proven track record of success in operational leadership, service delivery management, or overseeing global content workflows in a highly regulated healthcare environment.

• Professional certifications such as ITIL, PMP, Agile/Scrum, or other service management certifications are considered beneficial but not mandatory.

• Pharma environment experience will be considered as a plus

• Availability for Business Travel

In exchange we provide you with:

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes and the chance to shape your own career. 

• Excellent benefits & flexibility:  Roche Annual Bonus, Monthly transportation allowance, Home Office set - up equipment, Health Insurance, Life/Accident insurance, Full salary when on sick leave for the first 9 days, Eyeglasses settlement, One-time payment options for various events in the life e.g. wedding, childbirth, Service Awards: We value loyalty with additional holidays and bonus payment, Work in a hybrid model (2 days/week from the office)

• A global inclusive community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Salary starts from 3500 EUR gross/monthly. Final salary depends on the successful candidate's level of experience, skills and qualifications.

Explore what the Global Digital Hub is about. 

Discover the Roche Services & Solutions Center and how we work together as a truly global team! 

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.