Service Partner Manager - Indianapolis, IN

About the role

The Service Partner Manager role within Roche Support Network (RSN) involves managing supplier relationships to ensure cost-effective, efficient, and high-quality service delivery. This position plays a crucial role in driving and fostering a positive team spirit and excellent working environment within RSN.

Responsibilities

• Plan, manage, and control business processes related to suppliers to ensure a coherent price-performance ratio and fulfillment of their contractual obligations.
• Initiate and support a tendering process in coordination with procurement and supervise the selection process and subsequent contracting.
• Develop strategic partnering models moving from transactional "vending" to "outcome-based" service contracts.
• Inform suppliers about the forecasted workload and agree on budgets and service requirements.
• Oversee the invoicing process and adherence of the budget.
• Provide the supplier with a service requirement catalog detailing obligations and expectations regarding business objectives, KPIs, and a communication and escalation plan.
• Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling, and facilitating operational processes and adherence to quality standards.
• Maintain an ongoing exchange and good communication with Business Partners, Team Managers, and other Stakeholders to ensure a frictionless collaboration and fast reaction to challenges.

Requirements

• Bachelor's degree in Business, Supply Chain, Business Engineering, Life Sciences or related field.
• Minimum 3-5 years of proven experience as Supplier, Program, or Team Manager.
• Preferred: Project Management experience, good knowledge of Agile Methodology, Experience with digital solutions and healthcare industry in a service operation.
• Excellent customer service, communication, and organizational skills.
• Ability to understand, explain, follow, and enforce SOPs, KPIs, and protocols.
• Experience with ServiceMax and Rexis platforms, along with knowledge of API integrations and data exchanges with partner systems.
• Ability to de-escalate and resolve business and customer complaints in an effective manner.
• Result-oriented, customer-centric, service-oriented, experienced in agile organizations, driver of change with a growth mindset, enjoying a diverse, inclusive, and intercultural environment.
• Postgraduate and/or Master’s degree in e.g. Business Management, Supplier Management, Human Resources Management, Operations Management.
• Knowledge and expertise in the Diagnostics Market with experience in the use of technology-based solutions in healthcare.
• Excellent IT navigation skills – Fast learning in new technologies is a must.
• Flexibility to travel.

Qualifications

• Bachelor's degree in Business, Supply Chain, Business Engineering, Life Sciences or related field.
• Minimum 3-5 years of proven experience as Supplier, Program, or Team Manager.
• Preferred: Project Management experience, good knowledge of Agile Methodology, Experience with digital solutions and healthcare industry in a service operation.
• Excellent customer service, communication, and organizational skills.
• Ability to understand, explain, follow, and enforce SOPs, KPIs, and protocols.
• Experience with ServiceMax and Rexis platforms, along with knowledge of API integrations and data exchanges with partner systems.
• Ability to de-escalate and resolve business and customer complaints in an effective manner.
• Result-oriented, customer-centric, service-oriented, experienced in agile organizations, driver of change with a growth mindset, enjoying a diverse, inclusive, and intercultural environment.
• Postgraduate and/or Master’s degree in e.g. Business Management, Supplier Management, Human Resources Management, Operations Management.
• Knowledge and expertise in the Diagnostics Market with experience in the use of technology-based solutions in healthcare.
• Excellent IT navigation skills – Fast learning in new technologies is a must.
• Flexibility to travel.

Skills

• Supplier management experience.
• Efficient supplier management with good analytical skills.
• Experience in budget definition.
• Project Management experience.
• Good knowledge of Agile Methodology.
• Experience with digital solutions and healthcare industry in a service operation.
• Understanding, explaining, following, and enforcing SOPs, KPIs, and protocols.
• Experience with ServiceMax and Rexis platforms.
• Knowledge of API integrations and data exchanges with partner systems.
• De-escalating and resolving business and customer complaints.
• Customer service, communication, and organizational skills.
• Ability to understand, explain, follow, and enforce SOPs, KPIs, and protocols.
• Experience with ServiceMax and Rexis platforms, along with knowledge of API integrations and data exchanges with partner systems.
• Ability to de-escalate and resolve business and customer complaints in an effective manner.
• Result-oriented, customer-centric, service-oriented, experienced in agile organizations, driver of change with a growth mindset.
• IT navigation skills – Fast learning in new technologies.
• Flexibility to travel.

Benefits

• Discretionary annual bonus based on individual and Company performance.
• Benefits detailed at the link provided below.

Pay

The expected salary range for this position based on the primary location of Indiana is $78,700 - $146,100. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.

Schedule

N/A

Application Instructions

N/A

Roche is an Equal Opportunity Employer

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law. If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.