Engineering Manager – Service Delivery Manager, RDT, Multilingual
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Engineering Manager leading Roche’s healthcare service delivery, people development, and account management. Supporting global transitions, service-level performance, and operational improvements from Malaysia.
Responsibilities:
- Develop team capabilities aligned with the function’s vision
- Encourage employees to define career journeys and enable development opportunities
- Remove roadblocks and set focus in performance management
- Develop team skills, healthy dynamics, and a sustainable pace
- Lead software and/or service delivery by setting focus, removing impediments, managing stakeholders, and creating efficiencies
- Provide leadership, feedback, coaching, development support, performance evaluation, compensation, succession and talent management, conflict handling, and performance improvement planning
- Foster a healthy, trusted, positive, energetic, inclusive, and enthusiastic team environment
- Ensure People & Culture and compliance policies are followed
- Achieve agreed service levels and operational KPIs
- Maintain appropriate staffing levels and ensure the right people are in the right roles
- Monitor service levels daily and proactively escalate issues for corrective action
- Participate in regional and global collaborative squads
- Serve as point of contact for assigned sites and provide monthly service reviews
- Manage escalations and support new account transitions and knowledge transfer
- Communicate proactively with stakeholders regarding changes and potential issues
- Support account improvement plans and coordinate actions with relevant teams
- Support or lead system go-lives, scope transitions, and site transitions
- Support transition activities including knowledge transfer, hiring, and training
- Support transition resource allocation and management
- Participate in hypercare activities
Requirements:
- Preferably University educated
- Minimum 5 years experience working in a customer support environment, shared services environment, or equivalent
- 2 to 3 years in leadership and management roles is a plus
- Knowledge in ITIL; certification preferred
- Agile or Scrum master certification preferred
- Fluent in spoken and written English
- Additional spoken and written language desirable: Mandarin or Japanese
- Advanced ability with office productivity tools; Google Suite knowledge a plus
- People-oriented, highly accountable, agile, and results-oriented
- Servant leadership mindset and growth mindset
- Ability to work in a complex, team-oriented global environment
- Ability to manage multiple priorities in a fast-paced, changing environment
- Ability to drive cost-conscious spending behavior
- Strong entrepreneurial mindset
Benefits:
- Equal Opportunity Employer
- Inclusive culture that values personal expression, open dialogue, genuine connections, and employee development
- Coaching, feedback, performance evaluation, compensation, succession and talent management support
- Career development opportunities
- Collaborative regional and global work environment
- Agile, LEAN, ITIL, and VACC ways of working
- Cost-conscious team expense management
Similar Jobs
Manager, Software Engineering
Engineering manager leading software teams at Syniti, which provides cloud-native enterprise data management solutions. Guiding architecture, delivery, team growth, and risk management.
Software Engineering Manager, Banking
Software Engineering Manager liderando a infraestrutura de Pix da Stone, fintech brasileira de pagamentos. Gestão de equipe sênior, arquitetura, resiliência, escalabilidade e alta disponibilidade.
Engineering Manager
Engineering Manager leading software and QA teams for Plume’s trans-focused telehealth platform. Balancing people leadership with hands-on coding, quality strategy, and secure delivery.
Senior Engineering Manager
Senior Engineering Manager leading Cashalo’s backend and mobile engineering team for Tilt’s Philippines lending business. Advising the GM and solving cross-market product challenges.
Engineering Manager, Experience Services
Engineering Manager owning architecture, delivery, and roadmap for Nexcess cloud hosting commerce and authentication systems. Leading hands-on, AI-assisted engineering across cart, checkout, billing, and payments.
Engineering Manager, Commerce Solutions
Engineering Manager owning architecture, delivery, and roadmap for Nexcess Commerce Solutions. Leading AI-assisted engineering for WordPress, WooCommerce, Magento, and managed cloud applications.
Engineering Manager – Infrastructure
Engineering Manager leading two infrastructure squads at Omada Health, which delivers virtual chronic-care services. Shipping production code, developing engineers, and owning delivery, operations, vendors, and audits.
Senior Engineering Manager – Credit Cards
Senior Engineering Manager leading Mercury’s Custody team. Scaling ledgers, reconciliation, and securities infrastructure for the fintech company’s Treasury and Invest products.
Engineering Manager – FinTech, Mobile Banking
Engineering Manager leading technology strategy and delivery for H&R Block’s Spruce fintech and mobile banking product. Guiding mobile engineering squads, AI-enabled delivery, and secure customer experiences.
Senior Engineering Manager – Grafana Frontend
Senior Engineering Manager leading Grafana’s frontend platform and navigation squads. Improving the open-source observability platform through engineering strategy, delivery, AI, and automation.
Senior Engineering Manager, Grafana Frontend
Senior Engineering Manager leading Grafana’s Frontend Platform and Navigation squads. Improving open-source observability product delivery, architecture, developer experience, and AI-assisted engineering.
Senior Engineering Manager, Grafana Frontend
Senior Engineering Manager leading Grafana Labs’ frontend platform and navigation squads. Driving observability product delivery, engineering standards, AI adoption, and team development.
Senior Engineering Manager, Grafana Frontend
Senior Engineering Manager leading Grafana’s frontend platform and navigation squads. Improving the open-source observability platform through frontend architecture, AI automation, and team development.
Senior Engineering Manager, Grafana Frontend
Senior Engineering Manager leading Grafana Frontend Platform and Navigation squads. Shaping open-source observability experiences, engineering productivity, and AI-assisted delivery at Grafana Labs.
Senior Engineering Manager, Grafana Frontend
Senior Engineering Manager leading Grafana’s Frontend Platform and Navigation squads. Improving open-source observability product delivery, developer experience, navigation, and AI-enabled engineering workflows.
Senior Engineering Manager, Grafana Frontend
Senior Engineering Manager leading Grafana’s frontend platform and navigation squads. Improving open-source observability software through frontend architecture, AI automation and team development.
Senior Engineering Manager
Senior Engineering Manager scaling AI-native engineering teams at ComPsych, a workplace mental health and absence-management company. Owning delivery, technical standards, production health, and manager development across multiple teams.
Engineering Manager
Engineering Manager leading distributed teams building AI-native web experiences. Shaping customer adoption and developer workflows for CircleCI’s continuous integration and delivery platform.
Engineering Manager
Engineering Manager leading backend engineers building AI-native tools for global air and ocean freight operations. Owning delivery, hiring, team growth, and agent-enabled engineering practices.
Senior Engineering Manager
Senior Engineering Manager modernizing engineering practices at The Princeton Review, a tutoring and test-prep company. Leading managers and engineers across CI/CD, AI-assisted development, and scalable software delivery.