Service Delivery Lead – Medical Writing

La position

The Global Digital Hub has newly been established within Roche Services & Solutions Center. Our main purpose is to strengthen the digital capabilities of Roche globally by supporting central initiatives with Social Media Management, Brand Support, Digital Publishing Services, Marketing Automation, Copywriting and Creative Design.

As a Service Delivery Lead (SDL) , you are accountable for ensuring effective, scalable, and high-quality operational service delivery within your assigned focus area of the global Roche content and digital services Lab .

You oversee the operational governance of services delivered through internal teams and external vendors, ensuring alignment with defined service models, performance standards, and business priorities. Your focus is on service reliability, performance transparency, continuous improvement, and operational excellence.

The Opportunity

• Strategic Medical Writing Leadership – Direct medical writing service delivery across therapeutic areas, ensuring content production meets regulatory standards, business objectives, and therapeutic-specific demands while maintaining quality and compliance.
• Workflow Harmonization & Cross-Functional Integration – Streamline medical writing processes with marketing, medical affairs, and compliance functions, creating seamless content workflows that align creative storytelling with regulatory requirements across all pillars.
• Regulatory & Compliance Alignment – Partner with compliance and medical affairs teams to embed regulatory governance into content development, serving as the bridge between creative execution and regulatory oversight.
• Service Delivery Accountability – Own day‑to‑day performance metrics, SLAs, and KPIs for medical writing services, acting as the central coordination point between internal stakeholders, business leads, GDH leads, and external vendors to ensure consistent execution against agreed standards.
• Operational Excellence & Process Optimization – Establish and maintain standardized operating procedures, delivery frameworks, and performance monitoring systems; identify inefficiencies and drive continuous improvement initiatives with structured governance and data‑driven insights.
• Cost‑Conscious Scalability & Innovation – Design scalable service delivery models that optimize resource allocation and cost‑efficiency while championing technology adoption—including GenAI tools—to enhance operational productivity and service quality.
• Capacity & Risk Management – Coordinate capacity planning, manage service incidents and escalations, monitor operational trends, and support business continuity planning to maintain service reliability, workload balance, and proactive risk mitigation.

Qualifications

• You hold a university degree in a field that emphasizes life sciences, quantitative analysis, communication, or a proven track record of success in operational leadership, service delivery management, or overseeing global content workflows in a highly regulated healthcare environment.
• You have 3+ years of relevant experience in service delivery management, operational governance, or structured digital/content operations environments (corporate or agency) within global or multi‑regional delivery models, including collaboration with offshore/onshore teams.
• You operate effectively in structured governance environments and are comfortable balancing operational oversight with stakeholder alignment, anticipate risks, address delivery challenges in a timely manner, and contribute to a culture of continuous service improvement.
• You have professional certifications such as ITIL, PMP, Agile/Scrum, or other service management certifications are considered beneficial but not mandatory.
• You maintain attention to process integrity, performance transparency, and service consistency.
• You are available for business travel and pharma environment experience will be considered a plus.

Benefits

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes, and the chance to shape your own career.
• Excellent benefits: Competitive salary and cafeteria package, annual bonus, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching/mentoring opportunity, buddy program, team buildings, holiday party.
• Flexibility: We also support flexibility to help you find your balance. Home office is commonly available (typically 2 office days/week on average). We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.
• A global, inclusive community , where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes, and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion.

Roche est un employeur offrant l'équité en matière d'emploi.