Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.
That’s what makes us Roche.
The Opportunity
The Service Delivery Experience - Quality Assurance Expert is responsible for two main areas: the quality of the Service Desk Operation/EXO (ticket and call quality concept creation and execution) and all related continuous service improvement (lean process improvement and optimization) activities. This role partners with the existing Senior IT Service Desk Analyst primary roles, the supported location representatives, and the global or local support teams. The role is accountable for championing service quality and process improvement within the organization. Provide visionary leadership to the Service Delivery Experience teams globally, ensuring alignment with Roche's strategic goals and fostering continuous improvement focused on increased efficiency, effectiveness, and an entrepreneurial mindset. This role includes experience in Finance and Procurement, integrating these critical functions into process improvements and service quality initiatives.
Define and maintain internal processes and guidelines for daily business operations, addressing redundancies and gaps.
Collect and analyze performance data from various sources to measure and assess overall IT EXO operations.
Propose and implement improvement actions, including monthly ticket evaluations and call quality concepts, to enhance security, compliance, communication, and process adherence.
Ensure workflows and processes are harmonized and documented, with proper training provided, focusing on efficiency, effectiveness, and end user satisfaction.
Track results and performance against KPIs, analyzing trends and proposing improvements in resource allocation and workforce planning.
Conduct ongoing support quality reviews and disseminate findings to leadership and the training team for continuous improvement.
Communicate with global SDX and target audience, planning and delivering regular communication materials, promoting new services, and advertising stakeholder engagement benefits using various channels.
Who you are
We are looking for someone who is self-motivated, really passionate about his or her job and understands that providing a high-quality service is crucial for the organization. As an ideal team member you are open-minded, dedicated to make a difference and open to constant development.
Demonstrates extensive knowledge and experience in Finance and procurement, capable of advising on best practices for process quality.
Holds an IT university bachelor's degree or equivalent 5 years of experience in IT, contact center, or shared service center, with at least one certification in ITIL v4, Six Sigma, or Agile methodology, and C-level fluency in English.
Has a minimum of 2 years of experience and in-depth knowledge of quality management system (QMS) procedures.
Proficient with ServiceNow ticketing tool, Apple and Microsoft operating systems, Google Suite, Microsoft Office products, SAP, SharePoint, and video conferencing systems.
Exhibits excellent troubleshooting, problem-solving, and customer service skills, with the ability to communicate effectively with both technical and non-technical audiences.
In exchange we provide you with
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 & flexibility: 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. We also ensure flexibility, to help you find your balance: home office is a common practice (1 office day/week on average, and we provide fully remote working conditions within Hungary). We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.
A global diverse 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.
Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process: https://go.roche.com/budapest-data-privacy-notice-candidate
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.
Roche is an Equal Opportunity Employer.
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