Service Delivery Lead - Medical Writing

The Global Digital Hub at Roche is seeking a Service Delivery Lead to oversee operational governance and high-quality service delivery within the global content and digital services lab. The role focuses on ensuring service reliability, performance transparency, and continuous improvement across internal teams and external vendors.

Responsibilities

• Direct medical writing service delivery across therapeutic areas to meet regulatory and business standards.
• Streamline workflows between marketing, medical affairs, and compliance functions.
• Manage performance metrics, SLAs, and KPIs while acting as a central coordination point for stakeholders.
• Establish standardized operating procedures and drive process optimization through data-driven insights.
• Design scalable service delivery models and champion technology adoption, including GenAI tools.
• Coordinate capacity planning, manage service incidents, and support business continuity.

Requirements

• University degree in life sciences, quantitative analysis, communication, or equivalent experience in operational leadership.
• 3+ years of experience in service delivery management, operational governance, or digital/content operations within global delivery models.
• Ability to operate effectively in structured governance environments and manage stakeholder alignment.
• Strong focus on process integrity, performance transparency, and service consistency.
• Professional certifications such as ITIL, PMP, or Agile/Scrum are considered beneficial.
• Availability for business travel; experience in the pharmaceutical industry is a plus.

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