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The Position

The Opportunity:

The Service Intelligence Leader at Roche is a visionary data and service performance leader who transforms operational data into actionable enterprise insights. Reporting to the Vice President of Central Service Operations this individual serves as the strategic bridge between data people and performance ensuring decisions across the Roche Support Network enterprise are informed by accurate harmonized intelligence.

This role leads the Roche Support Networks Service Intelligence team defining the data source and analytics strategy ensuring standard system adoption of service systems and delivering access to service performance metrics for the Roche Support Network addition this team provides insights to the organization that enables service delivery excellence. The leader works in close alignment with global diagnostics partners representing Roche Support Network operational needs within Roches worldwide service frameworks.

The ideal candidate combines technical acumen leadership experience and business strategy insight empowering cross-functional teams to drive service excellence and operational efficiency through trusted data.

Key Responsibilities:

Strategic Data Leadership

• Develop and execute the Roche Support Networks Service Intelligence strategy aligned with Roche global analytics frameworks.

• Establish a unified data architecture to ensure all service metrics are derived from a single source of truth (cases spare parts failure modes costs service KPIs etc.).

• Advance enterprise data maturitytransitioning from descriptive reporting to predictive and prescriptive analytics.

Service Systems & Technology Integration

• Serve as local product owner and super-user for Salesforce FSM ensuring seamless integration and adoption across field and depot service teams.

• Partner with IT and other internal and external stakeholders to optimize systems architecture used within the Roche Support Network such as the Salesforce FSMSAP interface Baxter Planning etc ensuring real-time visibility into logistics parts and service outcomes.

• Champion system upgrades data governance and user training across the Roche Support Network.

Cross-Functional Collaboration

• Partner across the Roche Support Network to align KPIs and analytics initiatives with business priorities.

• Represent the Roche Support Network in global service analytics councils influencing Roche-wide strategies for data quality governance and tool adoption.

• Act as a strategic consultant to local regional and global stakeholders translating insights into actionable service quality and customer experience improvements.

People & Performance Leadership

• Lead and develop a high-performing team of data analysts BI developers and system specialists.

• Foster a culture of data literacy transparency and continuous improvement across the Roche Support Network.

• Utilize Lean Six Sigma methodologies to identify measure and eliminate service inefficiencies.

Governance & Compliance

• Ensure analytics and reporting adhere to Roche Quality Management System (QMS) and regulatory requirements (ISO 13485 FDA CAPA).

• Champion ethical data practices transparency and compliance in all service performance reporting.

Who you are:

Required Qualifications:

• Bachelors degree

• 8 years of experience in Diagnostics Medical Device Industry and/or Life Sciences

• 5 years of people leadership experience

Preferred Qualifications:

• Masters degree (MBA Data Analytics or related field) preferred

• 10 years of experience in service operations analytics or field service systems including 5 years in the medical device industry

• Proven success leading data-driven service transformation in a global matrix environment

• Strong track record of people leadership and stakeholder influence across complex organizations.

• Deep expertise in:Salesforce FSM / ServiceMax SAP (particularly service spare parts and logistics modules) Tableau Power BI or similar BI platforms and Data integration cleansing and governance frameworks.

• Lean Six Sigma Green or Black Belt strongly preferred.

• Project management certification is a plus.

• Strategic business acumen with a passion for operational excellence.

• Exceptional analytical communication and influencing skills.

• Ability to simplify complexity and translate data into compelling narratives.

• Strong collaboration mindsetcomfortable navigating across global regional and local teams.

Additional Information:

• Location: On-site Indianapolis IN

• This role is not eligible for relocation benefits

• About 30% domestic/international travel is anticipated

The expected salary range for this position based on the primary location of Indiana is $00 USD annually. Actual pay will be determined based on experience qualifications geographic location and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.

Benefits

Who we are

A healthier future drives us to innovate. Together more than 100000 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.

Lets build a healthier future together.

Roche is an equal opportunity employer. It is our policy and practice to employ promote and otherwise treat any and all employees and applicants on the basis of merit qualifications and competence. The companys policy prohibits unlawful discrimination including but not limited to discrimination on the basis of Protected Veteran status individuals with disabilities status and consistent with all federal state or local laws.

If you have a disability and need an accommodation in relation to the online application process please contact us by completing this form Accommodations for Applicants.