Service & Vendor Manager China Enterprise Technologies

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The Position

As a Vendor Management Professional you will independently manage third-party engagements within a defined scope ensuring compliance with company policies regulatory requirements and industry standards. You will align these third-party relationships with broader business objectives strategic priorities and key performance indicators while taking full ownership of project and product this role you will proactively identify and resolve issues shape team processes and foster trust with both internal and external stakeholders.

As a core member of the Roche CET (China Enterprise Technologies) department within the Employee Experience & Site Enablement team you will serve as the primary Service Delivery Management and Vendor Management Professional for China users and across the whole CET organization.

In this role your core focus will be anchored on three fundamental pillars: leading IT user experience service delivery management; driving vendor management and contract management on CET level; and serving as the central hub bridging global strategy with local execution. Through cutting-edge innovation exceptional process optimization and rigorous qualitative and quantitative assessments you will guarantee absolute business continuity strict compliance and a premier employee experience.

Description of the area

Job Responsibilities

• Scope / (Content Leadership):

  • Works or leads independently to align IT capabilities with business needs ensuring value-driven third-party engagements. Proactively identifies issues within third-party relationships proposes solutions and applies a continuous improvement mindset. Plans prioritizes and reports status at the vendor relationship level.

  • Comprehensively manage and oversee the end-to-end daily service delivery processes of the onsite team. Rigorously verify deliverables to ensure actual outputs strictly align with the commitments defined in Service Level Agreements (SLAs) and Statements of Work (SOWs). Establish a closed-loop delivery mechanism to eliminate service gaps and guarantee the absolute integrity of end-to-end IT services.

  • Translate rigorous service verification into a premium employee experience. Establish comprehensive feedback loops to continuously monitor and analyze user satisfaction.

  • Securely and effectively oversee the end-to-end lifecycle management of all IT assets (encompassing both hardware and software) including budget management. Lead regular physical inventory checks and system audits (utilizing global standard tools for tracking and recording) to guarantee strict alignment between physical assets and financial ledgers rigorously enforcing compliance and mitigating the risk of asset loss.

  • Lead the definition implementation and continuous refinement of Standard Operating Procedures (SOPs) and best practices for IT user service processes including asset operations and overall service delivery. Design and manage qualitative and quantitative Key Performance Indicators (KPIs) leveraging data-driven insights to continuously enhance the quality of service delivery.

• Accountability/Problem Solving: Proactively identifies and resolves common problems developing effective solutions. Takes full ownership of project and product deliverables to ensure successful outcomes. Actively shapes team processes and best practices while contributing to broader organizational growth and Community of Practice (CoP) activities.

• Stakeholder Management: Identifies relevant internal and external stakeholders within your area of responsibility building trust and collaborating effectively. Utilizes solid communication skills across various audiences and supports the onboarding and guidance of new team members.

• Impact/Strategy: Contributes to the implementation of strategic objectives for Informatics the Chapter and the assigned Product. Impact is typically focused on a specific project service or third-party engagement. Suggests improvements to work processes within your scope.

• Complexity/ (Product Size): Manages moderately complex initiatives services or third-party activities. Manages dependencies between delivery activities and navigates diverse stakeholders including those at higher levels.

• Business/Technical ability: Demonstrates a solid understanding of the business domain relevant to tasks and possesses strong communication and presentation skills. Uses standard tools and systems assists with data collection and reporting and demonstrates a solid understanding of core competencies (e.g. vendor management sourcing principles software asset management service management).

Qualifications

Education / Experience

• Proven experience taking full ownership of project and product deliverables to ensure successful third-party engagement outcomes.

• Experience demonstrating a solid understanding of the business domain aligning IT capabilities with overarching business needs.

• Proven track record in managing Managed Service Providers (MSP) specifically transitioning from traditional contractor models to output-based managed services.

• IT Asset & Financial Management: Mastery of IT hardware/software lifecycle management including physical inventory auditing and CAPEX/OPEX budget planning.

Technical Skills

• Solid understanding of core competencies including vendor management sourcing principles software asset management or ODC management.

• Proficiency in using standard tools and systems relevant to vendor and asset management.

• Ability to assist with and oversee data collection and reporting at the vendor relationship level.

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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.

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Roche is an Equal Opportunity Employer.