Engineering Manager - Service Delivery Manager, Remote APAC (Japanese Speaker)

About the role

Roche is looking for an Engineering Manager / Service Delivery Manager for its Remote APAC team, based in Petaling Jaya. The role focuses on developing the capabilities of team members, supporting software and/or service delivery as a leader who sets focus, removes impediments, manages stakeholders and creates efficiencies. It is a multilingual position with a Japanese speaker.

Key responsibilities

• People management: give proactive feedback and coaching, support development, performance evaluation, compensation, succession and talent management, handle conflicts and performance improvement plans, and foster an inclusive, compliant environment.
• Service management: achieve agreed service levels and operational KPIs, keep staffing levels right, monitor service levels daily and escalate issues proactively.
• Account management: act as the first point of contact for assigned sites, run monthly service reviews, help with new account transitions and knowledge transfer, and communicate with stakeholders about changes and issues.
• Project management: support or lead projects such as go-live, new scope and new site transitions, including knowledge transfer, hiring, training and hypercare.
• Work in a fast-paced, complex global environment, drive cost-conscious spending and represent Agile, LEAN, ITIL and VACC ways of working.

Required profile

• University education preferred.
• Minimum 5 years of experience in a customer support or shared services environment (equivalent experience acceptable).
• 2 to 3 years in leadership and management roles is a plus.
• Fluent spoken and written English; additional languages such as Mandarin or Japanese are desirable.
• Ability to work in a highly complex, team-oriented global environment and to manage multiple priorities flexibly.

Required skills

• Knowledge of ITIL (certification preferred).
• Agile or Scrum Master certification preferred.
• Advanced office productivity tools; Google Suite knowledge is a plus.