Bei Roche kannst du ganz du selbst sein und wirst für deine einzigartigen Qualitäten geschätzt. Unsere Kultur fördert persönlichen Ausdruck, offenen Dialog und echte Verbindungen. Hier wirst du für das, was du bist, wertgeschätzt, akzeptiert und respektiert. Dies schafft ein Umfeld, in dem du sowohl persönlich als auch beruflich wachsen kannst. Gemeinsam wollen wir Krankheiten vorbeugen, stoppen und heilen und sicherstellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und in Zukunft. Werde Teil von Roche, wo jede Stimme zählt.Die PositionJob DescriptionAt Roche, scientific discovery moves at the speed of computation. In this role, you will sit at the vital intersection of high-throughput scientific research and enterprise-scale platform engineering. As the Service Coordinator for Research and Development (R&D) Hosting Infrastructure value stream, you act as the primary operational partner and technical enabler for our global Pharma and Diagnostics R&D laboratories.Description of the AreaThe Hosting Infrastructure R&D Value Stream directs co-engineering and embedded lifecycle support across Pharma and Diagnostics R&D value chain. Acts as the strategic connector and operational shield between central Hosting & Infrastructure (HI) platform engineering teams and the R&D organizations in Roche.Job Responsibilities- Requirements Gathering & Intake: Act as a first-line liaison for R&D stakeholders. Conduct continuous intake, clarify user needs for compute and storage, and translate them into actionable operational requests and user stories.- Turn Prototypes into Paved Roads: Contribute to the transition of custom R&D builds into enterprise-grade global catalog templates while conducting service catalog gap analyses, tracking SLAs,



and addressing evolving technical needs to prevent architectural drift.- Orchestrate Delivery & Vendors: Assist cross-functional delivery across integral platform teams and external Managed Service Providers (MSPs), ensuring strict adherence to SLAs, quality standards, and user satisfaction metrics.- Advance Modern Operations: Partner with engineering teams to promote Infrastructure as Code (IaC), automated delivery pipelines, and live telemetry dashboards (ServiceNow, Grafana) for real-time asset health and cost visibility.- CMDB & Configuration Stewardship: Contribute to the health, accuracy, and lifecycle updates of R&D infrastructure assets within ServiceNow (CMDB), ensuring clear visibility into dependencies, lab environments, and technical debt.- Incident & Problem Support: Assist in coordinating operational responses to service disruptions, follow up on remediation actions stemming from Root Cause Analyses (RCAs), and ensure procedural documentation stays up to date.QualificationsEducation / Experience- Bachelor’s or Master’s degree in Computer Science, Information Technology, or an equivalent technical field.- Minimum of 3 years of professional experience in IT Service Management (ITSM), technical service coordination, or infrastructure operations.- ITSM Foundation: Practical knowledge of ITIL frameworks (Incident, Service Request, Change,



and Configuration Management).- Demonstrated experience translating requirements into strategic implementation plans and contributing to business planning and forecasting.- Vendor & Lifecycle Management: Hands-on experience managing external MSP contracts, vendor SLAs, and end-to-end service delivery lifecycles.- Communication & Collaboration: Excellent cross-functional coordination skills with fluency in English; ability to communicate clearly with technical engineers and research stakeholders alike.Technical Skills- Service Management Platforms: Hands-on experience with ServiceNow and ITIL/ITSM processes (Incident, Problem, Change, Release Management).- Infrastructure Literacy: Familiarity with foundational enterprise infrastructure concepts (Linux/Windows OS, virtualization, enterprise storage, Cloud, container platforms and basic IP networking).- Data & Reporting: Experience generating operational reports, tracking KPIs/SLAs, or building telemetry dashboards (Excel, ServiceNow reporting, or Grafana).- ITIL certification is highly preferred.Wer wir sindEine gesündere Zukunft treibt uns zur Innovation an. Mehr als 100.000 Mitarbeiter weltweit arbeiten gemeinsam daran, wissenschaftliche Fortschritte zu erzielen und sicherzustellen, dass jeder Zugang zur Gesundheitsversorgung hat – heute und für zukünftige Generationen. Durch unser Engagement werden über 26 Millionen Menschen mit unseren Medikamenten behandelt und mehr als 30 Milliarden Tests mit unseren Diagnostik-Produkten durchgeführt. Wir ermutigen uns gegenseitig, neue Möglichkeiten zu erkunden, Kreativität zu fördern und hohe Ziele zu setzen, um lebensverändernde Gesundheitslösungen zu liefern.Gemeinsam können wir eine gesündere Zukunft gestalten.Roche ist ein Arbeitgeber, der die Chancengleichheit fördert.#J-18808-Ljbffr

📌 Service Delivery Coordinator - Hosting Infrastructure For R&D (Madrid)
🏢 Roche Holding
📍 Madrid