Do you want to be in charge of the strategy, experience and communication of your IT product or service end to end? The teams in Global Infrastructure & Solutions (GIS) connect Innovation and Productivity, ensuring that we provide excellent support, while at the same time providing innovative IT solutions to all our customers who consume IT Services within Roche.The Integrated Service Owner (ISO) is a leader with Product Management expertise who is passionate about building services that deliver excellent customer experience by considering “What would a customer say?” both in our approach to Services and in measuring what matters to them.The Integrated service Owner for Individual and Team productivity has the accountability for the end to end integrated experience across components like Google Collaboration Suite, MS Sharepoint, Desktop and Cloud productivity tools, Devices like laptops and tablets etc.
Key partners are functional account managers, business leaders, enterprise architecture and internal IT groups delivering the various technology services. Roche moving towards an agile organization with cross functional and cross geographical agile teams and the individual and team collaboration experience must meet current and future needs of this organization
Main job accountabilities:
Identify and Assess Opportunities:
Ensure GIS understands the desired experience and delivers the required consumer experience for the services.
Ensures effective and appropriate mapping of business needs to technology capabilities.
Define your Service:
Aligns strategic direction with key stakeholders.
Defines Integrated Service Strategy & Roadmap, influences product Standards and Lifecycle plans, and proposes projects to create or enhance the service.
Evolve your Service:
Manages consumer experience and satisfaction with the integrated service while appropriate focusing on cost efficiency.
Defines service marketing/communications to consumers to drive appropriate use of the service.
Tracks service utilization and cost to ensure GIS is doing the most with our resources.
Ensures meaningful qualitative & quantitative KPIs are in place and are managed.
Seeks opportunities for continuous improvement across all components that comprise the service.
Positions GIS services in the ecosystem of complementary and competing external services .
Create and maintain trust and mutual understanding
Requirements:
Bachelor’s degree required
Master’s degree preferred but not required
Solid technical background with understanding and/or hands-on experience preferred
Demonstrated excellence in product/service management and customer relationship/account management.
Proven track record of managing all aspects of a successful product/service throughout its lifecycle
Proven ability to develop product/service and marketing strategies and effectively communicate recommendations to executive management and consumers at all levels.
Skilled at working effectively within cross-functional teams in a matrix organization
Excellent written and verbal communication and presentation skills
Product Management, Understanding the Customer, Product Development, Requirements Analysis, Pricing, Planning, Competitive Analysis, Financial Planning and Strategy development.