E2E SF Regional Service Manager

1 month ago

San Jose, United States Hoffmann-La Roche Ltd Full time

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

The End-to-End Support Framework (E2E SF) is a framework that is composed of a support structure, processes and tools. It manages and constantly evolves end user's end-to-end interactions, leveraging the best from our support partners, enterprise systems, and solutions.

As E2E SF Regional Service Manager, act as the operational interface between E2E SF global team and the E2E SF customers/stakeholders. Drive innovation and continuous improvement of E2E SF related processes and procedures within the region. End-to-end coordination and collaboration of cross functional / integrated working of teams. Responsible for oversight, monitoring and governance of all E2E SF processes and procedures. You will also ensure precise and efficient service delivery through E2E Support Framework that meets or exceeds performance goals / SLAs.

The key responsibilities include:

* Responsible for oversight, monitoring and compliance of all E2E SF processes and procedures within the region


* Ensure precise and efficient service delivery through E2E Support Framework that meets or exceeds performance goals / SLAs


* Work together with ASPIRE Operations teams to assess the impact of issues and to assist in determining appropriate courses of action


* Collaborate with Regional Service Delivery / Operations teams by providing support and consultation related to E2E Support Framework


* Identify and implement processes to improve operational efficiencies and improve E2E SF customer satisfaction


* Act as the operational interface between E2E SF Global team and the E2E SF Stakeholders


* Drive innovation and continuous improvement of E2E SF-related processes and procedures, tools and Ways of working in co-.creation with the support partners


* Design, develop, and maintain E2E SF dashboards, KPI reports, and metrics in the ServiceNow Platform



Required Skill and Expertise - Senior Specialist Level

You have the ability to see the interrelationship across "the big picture" and understand its dependency with other activities within and outside the E2E SF scope. You have excellent oral and written communication skills, as well as presentation abilities. You have demonstrated success communicating across a variety of audiences, including business partners and informatics technologists (both up and down the organization). You are open-minded attitude with proactive mindset that also dries curiosity in to explore and try new ideas and tools

Further requirements:

* 10 years experience of operational service management in a similar environment


* 5 years of experience working with the ServiceNow platform


* Bachelor/Master's degree either in Business administration or any Technical field


* Good Lucidchart, GDrive, Google Suite, JIRA and Smartsheet knowledge


* Good understanding of Service Level Agreement (SLA) in Operations


* In-depth understanding of ServiceNow and IT service management (ITSM) processes, IT operations, and related industry frameworks (e.g., ITIL).


* Demonstrated ability to gather requirements, analyze complex business processes, and design solutions that meet the E2E SF customer needs.



This is a temporary role until 31.12.2027.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche Kaiseraugst is a cornerstone of Roche's global production and logistics network. It employs some 1900 people out of the 10,700 employees at our Basel/Kaiseraugst site and is Roche's largest and most innovative packaging facility worldwide. Read more.

Besides extensive development and training opportunities, we offer flexible working options, 18 weeks of maternity leave and 10 weeks of gender independent partnership leave. Our employees also benefit from multiple services on site such as child-care facilities, medical services, restaurants and cafeterias, as well as various employee events.

We believe in the power of diversity and inclusion, and strive to identify and create opportunities that enable all people to bring their unique selves to Roche.

Roche is an Equal Opportunity Employer.

  • Commerce E2e Quality Analyst

    3 weeks ago

    San Jose, United States PRIME CONSULTING INC Full time

    **Commerce End to End Quality Analyst** **San Jose, CA (On-site)** **Duration: Full-time Permanent** **Job description**: - Good understanding of **Cisco commerce**: - Understanding of **order management**: - Understand **Oracle ERP**: - Must have strong **E2E** **testing** skills - Break down the test cases with ease - Drive E2E test lead role - Good...

  • Temporary Paraprofessional

    2 months ago

    San Francisco, United States Faces SF Full time

    **Organization Overview** - Family & Child Empowerment Services (FACES) SF provides families who live and work in San Francisco with high-quality early childhood education and enrichment; job support, training, and placement; and comprehensive family support services and referrals. Our mission is to empower families who live and work in San Francisco to...

  • Regional Sales Director

    3 weeks ago

    San Jose, United States Penn Foster Inc Full time

    Company Description Arista Networks is an industry leader in Cognitive Cloud Networking for mission critical data center, campus and AI driven networking environments. Our award winning open source platforms deliver ultra low latency, high availability, automated analytics and secure network solutions. Our culture is one that is founded on our core key...

  • Regional Sales Director

    1 week ago

    San Jose, United States Penn Foster Inc Full time

    Company Description Arista Networks is an industry leader in Cognitive Cloud Networking for mission critical data center, campus and AI driven networking environments. Our award winning open source platforms deliver ultra low latency, high availability, automated analytics and secure network solutions. Our culture is one that is founded on our core key...

  • Temporary Paraprofessional

    2 months ago

    San Francisco, United States Faces SF Full time

    Job DescriptionJob DescriptionOrganization OverviewFamily & Child Empowerment Services (FACES) SF provides families who live and work in San Francisco with high-quality early childhood education and enrichment; job support, training, and placement; and comprehensive family support services and referrals. Our mission is to empower families who live and work...

  • Temporary Paraprofessional

    1 week ago

    San Francisco, United States Faces SF Full time

    Job DescriptionJob DescriptionOrganization OverviewFamily & Child Empowerment Services (FACES) SF provides families who live and work in San Francisco with high-quality early childhood education and enrichment; job support, training, and placement; and comprehensive family support services and referrals. Our mission is to empower families who live and work...

  • Director of Clinical Services

    1 month ago

    San Francisco, United States Community Forward SF Full time

    Job DescriptionJob Description Job Title: Director of Clinical Services Program: Mental Health Outpatient ProgramReports To: Senior Vice President of ProgramsStatus: ExemptSalary: $125,000 Are you interested in leading the provision of mental health services to those in need? We are a small, dedicated team of Clinical Supervisors, Clinicians, and Case...

  • Director of Clinical Services

    1 week ago

    San Francisco, United States Community Forward SF Full time

    Job DescriptionJob Description Job Title: Director of Clinical Services Program: Mental Health Outpatient ProgramReports To: Senior Vice President of ProgramsStatus: ExemptSalary: $125,000 Are you interested in leading the provision of mental health services to those in need? We are a small, dedicated team of Clinical Supervisors, Clinicians, and Case...

  • Regional Sales Manager

    3 weeks ago

    San Jose, United States Vectra Networks Full time

    **About Vectra AI** Vectra AI offers our customers a platform to reduce the risk of breach, increase the efficiency of the security operations team (SOC) and enabling security in the cloud and on SaaS applications. The Cognito Platform gives our customers a real-time insight in their networks to identify ongoing attacker-behaviours by applying Machine...

  • Regional Sales Manager

    1 week ago

    San Jose, United States Vectra Networks Full time

    **About Vectra AI** Vectra AI offers our customers a platform to reduce the risk of breach, increase the efficiency of the security operations team (SOC) and enabling security in the cloud and on SaaS applications. The Cognito Platform gives our customers a real-time insight in their networks to identify ongoing attacker-behaviours by applying Machine...

  • General Manager

    3 days ago

    San Francisco, United States SF Puppy Prep Full time

    **The company**:SF Puppy Prep** Since 2004, SF Puppy Prep has been San Francisco's premier puppy school. This is not a doggy daycare. We offer Bay Area dog owners the opportunity to enroll their dogs in our revolutionary puppy day school, join insightful classes, and participate in fun social events. We help dogs be their best with training that will last...

  • Barback/bar Support

    2 weeks ago

    San Francisco, United States Mezcalito SF Full time

    Mezcalito SF is looking for an experienced, professional, and attentive Barback/Support to join the team. **Shifts available**: Wednesday 6pm-11pm Friday 5:pm to 12:30 am Saturday 3:30pm to 12:30 am Sunday 5:00pm to 10 pm Ideal FOH support will work in conjunction with the serving and bar staff to ensure that guests are well taken care of during their...

  • Inclusion Specialist

    7 days ago

    San Francisco, United States FACES SF Full time

    Job Description Job Description Organization OverviewFamily & Child Empowerment Services (FACES) SF provides families who live and work in San Francisco with high-quality early childhood education and enrichment; job support, training, and placement; and comprehensive family support services and referrals. Our mission is to empower families who live and work...

  • Career Advisor

    3 weeks ago

    San Francisco, United States FACES SF Full time

    Job Description Job Description ORGANIZATION OVERVIEW Family & Child Empowerment Services (FACES) SF provides families who live and work in San Francisco with high-quality early childhood education and enrichment; job support, training, and placement; and comprehensive family support services and referrals. Our mission is to empower families who live...

  • Career Advisor

    7 days ago

    San Francisco, United States Faces SF Full time

    Job DescriptionJob DescriptionORGANIZATION OVERVIEWFamily & Child Empowerment Services (FACES) SF provides families who live and work in San Franciscowith high-quality early childhood education and enrichment; job support, training, and placement; andcomprehensive family support services and referrals. Our mission is to empower families who live andwork in...

  • Bartender

    3 weeks ago

    San Francisco, United States Bodega SF Full time

    **About us** Bodega SF is a small business in San Francisco, CA. We are professional and agile. Our work environment includes: - Food provided - Pooled Tips - Growth opportunities - Perform station opening /closing duties each shift. - Perform daily pour testing with the manager to ensure proper pouring technique. - Greet bar guests within 30 seconds of...

  • Operations Manager

    4 weeks ago

    South San Francisco, United States Returnmates Full time

    Job DescriptionJob DescriptionSway is a fast-growing, LA-based technology and logistics startup that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that’s as seamless as the purchase. We combine technology and logistics to provide a white-glove...

  • Operations Manager

    3 weeks ago

    South San Francisco, United States Returnmates Full time

    Job DescriptionJob DescriptionSway is a fast-growing, LA-based technology and logistics startup that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that’s as seamless as the purchase. We combine technology and logistics to provide a white-glove...

  • Operations Manager

    1 week ago

    South San Francisco, United States Returnmates Full time

    Job DescriptionJob DescriptionSway is a fast-growing, LA-based technology and logistics startup that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that’s as seamless as the purchase. We combine technology and logistics to provide a white-glove...

  • Inclusion Specialist

    1 week ago

    San Francisco, United States FACES SF Full time

    Job Description Job Description Organization Overview Family & Child Empowerment Services (FACES) SF provides families who live and work in San Francisco with high-quality early childhood education and enrichment; job support, training, and placement; and comprehensive family support services and referrals. Our mission is to empower families who live and...