Job Description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Who We Are
At Roche, we combine science and digital innovation to deliver life-changing medicines and diagnostics globally. Behind our success is the global Roche content and digital services Lab, a cutting-edge unit driving scalable, high-quality content production across the enterprise.

We are seeking a structured, visionary Service Delivery Lead (SDL) to join our team. In this pivotal role, you will be accountable for ensuring effective, scalable, and high-quality operational service delivery within our global Medical Writing and core content ecosystem. You will oversee operational governance across both internal teams and external vendors, ensuring our communications remain scientifically accurate, regulatory-compliant, and impactful.

The Role: What You Will Do
As an SDL, you will be the operational engine and accountable owner for day-to-day service delivery performance within your scope. You will bridge the gap between creative storytelling, medical writing expertise, and rigorous operational governance.
Your primary responsibilities will include:

• Lead Medical Writing Services: Oversee Medical Writing services, ensuring that content production perfectly aligns with therapeutic guidelines, business needs, and strict regulatory standards.

• Harmonize Workflows: Manage and streamline cross-pillar content processes and workflows between medical writing and other core digital content functions.

• Cross-Functional Alignment: Collaborate closely with Compliance and Medical Affairs to maintain a perfect balance between creative brand storytelling and regulatory requirements.

• Operational Governance: Implement, monitor, and maintain standard operating procedures (SOPs), delivery frameworks, KPIs, and SLAs to guarantee consistent and measurable service execution.

• Stakeholder & Vendor Orchestration: Serve as the central coordination point between internal Business Leads, GDH Leads, and external delivery partners to ensure structured, transparent operations.

• Drive Continuous Improvement: Analyze service performance data, monitor metrics, identify inefficiencies, and execute structured improvement initiatives using defined governance frameworks.

• Future-Ready Innovation: Ensure cost-conscious, scalable delivery models while actively driving the adoption of modern technologies—including GenAI where applicable—to maximize efficiency.

• Capacity & Incident Management: Coordinate operational capacity planning for workload balance, and manage service incidents or escalations with rigorous root-cause follow-up.

• Collaboration with business partners in Switzerland, this position is based in Malaysia will need to work flexible hours Occasionally—though not regularly—need to work during Malaysian evening hours.

Who You Are
You thrive within structured governance environments and are highly comfortable balancing operational oversight with executive stakeholder alignment. You are an expert at anticipating risks, addressing delivery challenges proactively, and championing a culture of continuous service improvement. Process integrity, performance transparency, and service consistency are at the core of how you operate.

Your Experience & Background

• 7–10 years of relevant experience in service delivery management, operational governance, or structured digital/content operations environments (corporate or agency setting).

• A strong, demonstrated background in the delivery of medical writing services, with personal experience as a medical writer considered a major plus.

• Proven experience scaling medical writing services within a global healthcare, pharmaceutical, or highly regulated environment.

• Extensive experience working within global or multi-regional delivery models, seamlessly collaborating across offshore and onshore teams.

• Education: Bachelor’s degree in Business Administration, Information Technology, Engineering, Digital Operations, or a related field; an advanced degree is a plus.

• Certifications (Bonus): Professional certifications such as ITIL, PMP, Agile/Scrum, or other service management frameworks are highly beneficial but not mandatory.

Technical & Leadership Competencies

• Service Management Mastery: Solid understanding of operational performance management, including data-driven KPI/SLA monitoring and structured executive reporting.

• Analytical Problem Solving: Ability to analyze complex service data, spot patterns, and translate raw operational insights into measurable performance enhancements.

• Exceptional Communication: Clear, structured communication skills with the innate ability to convey operational performance and technical insights to diverse stakeholder levels.

• Matrix Agility: Strong organizational and prioritization skills within highly complex, matrixed global environments.

Why Join Roche Content Labs?
This is an opportunity to shape how scientific and medical narratives are delivered globally. At Roche, you will have the platform to build next-generation content delivery models, collaborate with world-class experts, and directly impact how health insights reach patients and healthcare professionals worldwide.
Ready to lead the future of healthcare content delivery? Apply today!

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.