Service Delivery Lead – Creative Services

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:

• Oversee seamless delivery of Light Creative services, focusing on conceptualization, localization, and cross-functional workflows.

• Act as the accountable owner for daily service performance, ensuring alignment with priorities, standards, and expectations.

• Collaborate with Business Leads, GDH Leads, and external vendors to harmonize workflows and drive service quality.

• Implement and maintain SOPs, KPIs, SLAs, and delivery frameworks to ensure consistent, scalable, and measurable operations.

• Monitor and report on service performance, identifying risks, inefficiencies, and driving structured improvement initiatives.

• Ensure cost-conscious, technologically-driven service models to enhance efficiency, including technologies like GenAI.

• Manage operational planning, escalations, and service continuity, contributing to business continuity planning and resource optimization.

Who you are:

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

• You have 3+ years of relevant experience in service delivery management, operational governance, or structured digital/content operations environments (corporate or agency) within global or multi-regional delivery models, including collaboration with offshore/onshore teams.

• You operate effectively in structured governance environments and are comfortable balancing operational oversight with stakeholder alignment and you anticipate risks, address delivery challenges in a timely manner, and contribute to a culture of continuous service improvement.

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

• You maintain attention to process integrity, performance transparency, and service consistency.

• You are available for Business Travel and Pharma environment experience will be considered as a plus.

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.

Explore what the Global Digital Hub is about. 

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

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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.