R&D Hosting Infrastructure Delivery Lead

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At 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.

The 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.

• 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 global 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 (Service Now, 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 Service Now (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.

• 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 life cycles.
• Communication &
  
  Collaboration:
  
  Excellent cross-functional coordination skills with fluency in English; ability to communicate clearly with technical engineers and research stakeholders alike.

• Service Management Platforms:
  Hands-on experience with Service Now and ITIL/ITSM processes (Incident, Problem,…