Service Manager, West at Roche

Job-ID: 202006-115503

Job Description

• We are looking for an experienced Service Manager to define and manage the execution of the Services strategy for Roche Diagnostics in line with global and local requirements and guidelines through both the office and field-based technical services teams, managing that service standards are achieved and compliance with diagnostic instrument manufacturing standards.

Key Responsibilities
Strategic & Operational Management:

• Contribute to the organisational strategic plan by understanding the organisational vision, identifying, developing and drafting the key strategic inputs and providing these inputs to the organisational strategic plan annually.
• Develop the sub-Saharan long term strategy by undertaking research and drafting the strategy, aligning with the overall long-term organisational strategy and vision annually in line with business partners.
• Report on performance by tracking department performance against targets, identifying progress and areas of concern, drafting reports and submitting quarterly and as required.
• Manage operational performance by tracking performance against targets, identifying anomalies and implementing corrective action monthly and as required.
• Participate in regional and Global discussions and platforms by maintaining knowledge and expertise, developing lessons learnt and presenting as required.
• Lead the knowledge and communication sharing process for the department with other / international Roche product teams and other relevant stakeholders by developing inputs, preparing communications and participating in discussion forums as required.
• Problem solve for the business by receiving the problem, engaging with the related departments, identifying and testing the potential solutions and managing the implementation of the final solution as required.
• Participate with the heads of the regions of sub-Saharan Africa in formulating and supporting the regional strategies.
• Manage resourcing by reviewing support requirements against availability of staff, identifying key resource gaps and implementing corrective action daily and as required.

Department Administration Management:

• Define and develop the service contract framework by identifying the catalogue of services, scoping the contract type, defining the associated price per contract type and communicate to the business for implementation as required.
• Identify and implement strategies to continuously improve the professional services department as required.
• Manage the availability of skills by analyzing skills requirements, identifying key skills gaps, managing the skills development planning and implementation and monitoring skills levels and deployment quarterly and as required.
• Monitor case progress and resolution by tracking cases reported, reviewing case progress and resolution, identifying areas of risks and monitoring escalation of cases and providing feedback as required.
• Manage business partner stock levels by monitoring quantity of stock at warehousing, managing stock returns, identifying areas for improvement and influencing the stock ordering practices monthly and as required.
• Manage compliance, quality and manufacturing standards by monitoring implementation, identifying non-compliances, implementing corrective action and reporting on risks and concerns as required.
• Manage system modifications by allocating resources, tracking implementation on identified systems within the timeframes, identifying areas of concern and implementing corrective action as required.
• Participate and manage department systems enhancement by managing the implementation and the team in line with project definition as required.

Professional Services Implementation and Management:

• Create differentiated solutions from competitors by analysing the market and product performance, identifying differentiators and developing plans to maintain competitive advantage for the department annually.
• Provide the solution for proposals to marketing and sales by reviewing the terms of reference, developing the optimum solution in conjunction with strategic consultants, develop the costing and support submission for approval to submit to customer within defined deadlines.
• Manage the professional service team readiness in line with project timeframes and requirements by identifying and sourcing the required resources and skills and engaging with other departments to manage deployment on time in line with customer requirements.
• Manage complimentary and third-party suppliers that impact on the product offering by defining the specification, identifying and negotiating with the required service providers, supporting the contracting process with procurement and managing the implementation in line with the project plan as required.
• Manage the implementation of the solution by the project team by tracking performance against project plan, engaging with the client, addressing any issues and providing additional support as required.
• Manage the field team manager for contract sustainability by tracking performance and skill competencies, addressing any issues, implementing training and development and providing client feedback as required.
• Facilitate the relationship with Global Roche partners who participate in customer service provision to Roche Diagnostics SA customers by engaging with the relevant parties, providing feedback and addressing any issues as required.
• Manage the customer satisfaction index process for the sub-Saharan organisation by contracting the external service provider, contribute to the defining of the framework of questions, review the feedback from the process, provide feedback to the organisation and compile the summary of recommendations for submission to Global annually.
• Manage compliance and risk mitigation by tracking the implementation of enhancements and product / field corrective actions within defined timeframes and addressing any issues as required including customer relationship management.
• Develop and manage the implementation of the professional service management framework for external business partners in Sub-Saharan Africa as required.
• Support product launches into market by engaging with marketing, providing input and addressing any issues as required.
• Manage relationships with stakeholders by engaging with key decision makers, monitoring the relationship and addressing any queries or concerns as required.
• Contribute to partnerships with new clients, and stakeholders by providing technical expertise to relevant internal clients, making recommendations on structuring partnership agreements and arrangements and engaging with them as required.
• Schedule and conduct feedback reporting to management and stakeholders by gathering actionable insights based on audience, compiling feedback reports and presentations and providing /conducting as scheduled and required.

Financial Management:

• Develop the department budget by identifying activities and costs, preparing the budget and submitting it annually and as required.
• Manage expenditure by tracking spend against budget allocations, approving expenditure, address any budget variances and provide feedback monthly and as required.
• Monitor costs by reviewing expenditure, identifying areas for cost efficiencies, implementing procedures and amendments and tracking impact monthly and as required.

Governance:

• Manage the development and implementation of policies and procedures by reviewing policies, identifying policy gaps, drafting policies and managing the implementation of policies annually and as required.
• Monitor legislative and regulatory changes by reviewing the landscape, identifying changes, analysing and interpreting the impact of the changes, integrating the changes into the policies and procedures and communicating these changes as required.
• Manage the retention of ISO 13485 accreditation within the context of professional services by drafting SOP’s, monitoring compliance with SOP’s, addressing any gaps or non-compliance and implementing corrective action as required.

Staff Management and Leadership:

• Define the staff requirements by reviewing the workload, defining work allocations and developing job profiles as required.
• Resource the team by retaining, recruiting, selecting and appointing staff as required.
• Develop and implement the staff retention policy and process to maintain the required level of skill and competence to deliver on contracts annually.
• Induct staff members by managing the development of an induction programme, monitoring performance and supporting the development of new staff members as required.
• with staff, motivating staff, providing staff with feedback, supporting staff development, addressing areas of non-performance and implementing corrective action monthly and as required.
• Develop staff members by consulting with staff to identify learning areas and paths, supporting the development of the staff member, coaching and mentoring and tracking impact of learning monthly and as required.
• Manage the implementation of HR policies and procedures by tracking compliance, identifying areas of concern and implementing corrective action as required.
• Manage team meetings by developing agendas, driving discussions, facilitating participation and managing actions weekly, monthly and as required.
• Define the staff requirements by reviewing the workload, defining work allocations and developing job profiles as required.
• Induct staff members by managing the development of an induction programme, monitoring performance and supporting the development of new staff members as required.
• with staff, motivating staff, providing staff with feedback, supporting staff development, addressing areas of non-performance and implementing corrective action monthly and as required.

Requirements
You, as an ideal candidate, will have the following skills, experience and education:

• Qualifications: Diploma or Degree in a science related field.
• Experience: 10 years of medical diagnostics experience, at least 8 years of management experience and 2 years of strategic management experience.