Engineering Manager - Service Delivery Manager, RDT Remote APAC Multilingual (Japanese Speaker)

Roche · Petaling Jaya

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

As an Engineering Manager you will focus on capabilities development of your team members that align with the function’s vision. You will encourage your team to self-define their career journey and seek ways to enable development opportunities in the direction of the journey. You will support them in removing roadblocks and by setting focus in their performance management. You make sure to develop your team with the right skills, healthy dynamics and a sustainable pace. You support the software and/or service delivery as a leader setting focus, removing impediments, managing stakeholders and creating efficiencies in collaboration wherever possible.

What you’ll be working on

People Management

Responsible for providing a wide range of leadership for the team including but not limited to: Provide proactive feedback and coaching to responsible employees and provide feedback to leadership. Provide development support, performance evaluation, compensation, support, succession and talent management, conflict handling, and performance improvement planning with the support of the operation managers. Foster's a healthy, trusted environment, positive, energetic, inclusive, and enthusiastic environment to ensure people's engagement and a high sense of morale. Leaders will also ensure that People & Culture and compliance policies are adhered to by their team.
Service Management : Responsible for achieving the agreed Service Level and ensuring operational KPIs are met with excellence by leveraging the right people and capabilities to provide the best user experience possible. Ensures the right people are in the right jobs and staffing levels are maintained according to requirements. Ensures that the units, processes, services & activities are fulfilling the defined objectives & targets, making improvements as required. Participates in collaborative regional and global squads to support the organization. Ensure ongoing monitoring of service level daily, proactively highlight any issue to create the proper actions
Account Management : In account management, the leader would be the point of contact for assigned and designated site(s). The leader will provide: Monthly service reviews. 1st point of contact for escalation management.. Assist in new account transition and knowledge transfer. Proactively communicating with Stakeholders on any changes and potential issues - addressing difficult situations upfront. Support account improvement plan and coordinate actions with the respective teams
Project Management : In project management, the leader would participate or sometimes lead certain projects. This includes : The new system goes live. New scope transition. New site transition. The leader would be expected to: Support/Lead transition activities (including knowledge transfer, hiring, training, etc). Support the transition team in resource allocation/management. Involve in Hypercare
People-oriented mindset, highly accountable, agile, and results-oriented. Acts as a servant leader. Lives the Roche values and leadership commitments, has a growth mindset and drives a collaborative culture in the organization. Represent and support the desired ways of working (Agile, LEAN, ITIL, VACC). Ability to work in, co-create and contribute to a highly complex and team-oriented global environment.
Ability to work in, and contribute to, a fast-paced and changing environment, where multiple priorities need to be effectively managed, while maintaining composure and flexibility in a structured and highly complex environment. Drive cost-conscious spending behavior to manage team expenses. Able to thrive in a high performing organization. Have a strong entrepreneurial mindset to trust in your capabilities and power to influence outcomes

Who you are :

Preferably University educated. Minimum 5 years experience working in a customer support environment, shared services environment, or equivalent.
2 to 3 years in leadership and management roles is a plus.
Knowledge in ITIL (certification preferred). Agile or Scrum master (certification preferred).
Fluent in spoken and written English. Additional spoken and written language desirable (Mandarin, Japanese)
Advanced ability with office productivity tools (Google Suite knowledge a plus).

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.

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