The Global E2E Service Delivery Owner is responsible for the delivery of solutions from the Global Customer eXperience (GCX) organization to Roche users within global platforms in the Demand to Pay value Stream. This role is responsible for implementing and leading a sustainable global framework for tracking and ensuring the resolution of issues across multiple organizations and actively collecting and sharing feedback for improvement opportunities.

In this role, the Global E2E Service Owner will identify operational challenges, drive continuous improvement to increase speed to resolution, and provide sound decision making based on technical elements along with business needs; contributing to the overall End to End Employee Experience Operations service strategy, in alignment with company and organization mission and ambitions.

The Global E2E Service Delivery Owner is responsible to partner with leaders in the organization and it is their role to ensure End-to-End resolution of GCX D2P issues and requests. They will coordinate across a matrix organization which includes cross functional teams and will deliver exceptional service experience to Roche employees and Business Partners.

Service Management

• This role manages, owns, consults and as well drives for continuous improvement in regards to the E2E solutions.
• Actively drives integration management for E2E business process across all relevant functions, including cross-functional Stakeholder
• Management of local, regional and global teams
• Acts as an interface between GCX, RSS Ops, BPM, IT and other organizations.
• Translates and manages detailed business requirements to IT specifications and ensures end-to-end view from transaction to reporting
• Supports the partnership between GCX, D2P and GEP to maximize the quality of services, adhere to the business needs and have global/regional consistency
• Effectively lead activities across multiple teams (including GCX, RSS Operations, Roche IT, GBPM, Global Procurement and GEP) to ensure E2E ticket resolution is completed within SLAs.
• Proactively follow up with the leadership team to collect feedback on the support process and identify areas for improvement.
• Drive accountability and compliance with ticket completion processes, standards, and procedures.
• Understand the technical issues and risks associated with the services and escalate as appropriate with the resolver teams
• Capture and communicate insights on prioritization to GEP, GCX Leadership and D2P key stakeholders.
• Act as an escalation channel for critical service issues impacting the overall customer experience and create banner announcements in the tool
• Foster GCX Accountability of End-to-end resolution by systematically monitoring unresolved items, out of SLA issues and any other required tracking, following with the respective action plans.

Cross Functional Collaboration

• Drive Change management across support teams and second level areas
• Continuously provide feedback to the operations teams including peers with operational responsibility.
• Nurture trust and mutual purpose through:
  • collaboration across GCX functions, including enabling functions
  • collaboration with other RSS Ops D2P functions
  • collaboration with teams outside of RSS, such as GEP
• Collaborate with Cluster Leaders by proactively communicating on changes, opportunities and potential issues.

Continuous Improvement

• Proactively identify opportunities for process improvement and propose solutions or recommendations across leadership teams
• Actively engage in the delivery of improvement initiatives

Education and Experience:

• University bachelor’s degree in Business Administration, Computer Science or related field.
• Fluent English proficiency is required.
• Minimum of 7 years of experience in customer service, project management or related field.
• Minimum 3 years of experience in leadership positions either as project manager, people manager or similar.
• Strong communication and interpersonal skills with the ability to work collaboratively and build relationships across multiple teams and departments.
• Experience in Transition Management and Service Delivery
• A profound knowledge in Finance and Procurement, and any additional industry expertise would be a plus.
• Ability to analyze and interpret data, and identify trends and opportunities for improvement.
• Willingness to work flexible hours to accommodate global time zones.
• Experience in Shared Service / GBS market environments
• Experience working with GEP Smart (myBuy)

Knowledge, Skills, and Abilities:

• Passionate customer advocate and proactive process improvement mindset
• Sense of urgency
• Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
• Excellent technical skills for analyzing and troubleshooting problems in a complex customer environment
• Ability to communicate clearly with technical and non-technical audiences, both verbally and written.
• Excellent organizational skills and ability to prioritize tasks among many
• Excellent written and verbal communication skills
• Must have a high aptitude for learning.
• High proficiency in working virtually