Defining the product strategy of the E2E Support Framework, accountable for the for design, governance, sustainment and its adoption aligned with the ASPIRE roadmap for new and existing customers, and eventually beyond to become the support framework of choice. Streamlining and simplification of support processes, architecture and support tools is key to drive toewards Roche's 10 years ambition. A big focus is on partnering with other business functions building a coherent framework across organizational boundaries that continuously evolves to become more effective and efficient.

Working in the Roche Services & Solutions (RSS) Incubator to onboard new services for RSS in a fast, and agile manner. Provide functional expertise and leadership to build the right solutions for our partner's offering sustainable services covering the full breadth of RSS Services.

- Lead a global team providing process support and guidance to all of Group IT- Responsible for the operational management of the Incident and Request Management process globally within Roche Group IT- Continually improve Incident (IM) and Request (RM) management process by collecting pain points from stakeholders and process actors- Drive site process improvement initiatives to raise usage / awareness of request management resulting in an efficient implementation.- Define set of KPIs to manage and analyze IM and RM process - Manage user requirements of End User Self Service portal by defining user and functional specification. - Provide ongoing training and guidance to process actors / super users of IM and RM process.- Establish a Process Expert Network for IM and RM as a sounding board for planned changes and subsequently train / guide the process community - Manage Service Request Catalog (SRC) and catalog items aligned with business requirements- Ensure data quality of SRC by applying governance rules for updates

- Responsible for the operational management of the Request Management process globally- Continually improve RM process by collecting pain points from stakeholders and process actors- Drive site process improvement initiatives to raise usage / awareness of request management resulting in an efficient implementation.- Define set of KPIs to manage and analyze RM process - Lead development of End User Self Service portal by defining functional specification. - Provide ongoing training and guidance to process actors / super users of RM process.- Establish a Process Expert Network for RM as a sounding board for planned changes and subsequently train / guide the RM user community - Manage Service Request Catalog (SRC) and catalog items aligned with business requirements- Ensure data quality of SRC by applying governance rules for updates

- Leading process improvement and harmonization activities and aligns processes cross functionally - Owns KPI and measurement definition and analyzes the process capability of the organization - Defines a Metrics framework, key metrics and data collection mechanisms - Provides guidance on how to define and deploy processes and accounts for the success of effective process utilization - Establishes the concept of process ownership in the Informatics Organization - Represents of the organization during the planning and strategy discussions in the improvement program

- Partner with the Regional Finance, Human Resources, and Supply Chain customers to understand their new requests and the impact to the SAP support organization.- Estimate the resulting demand and translate it into capacity plans- Aligning with the Demand Managers from the other Regional Teams within the Department, as well as the Global Supply Chain Team, to ensure a consistent demand management process and overview.- Closely collaborate with the Department Head, Support Head and various Team Leaders to bring demand management into the overall resource planning process for the organization- Ongoing Project status checks for the projects impacting the European Region, including cycles of Regional enhancement requests.

• Provide support to more than 20 sites in EMEA / CEMAI • Ensure system availability for approx. 5000 SAP ERP and 1000 SAP BW users• Leading a team of 4 directly reporting team leads / service managers with overall approx. 25 team members• Additionally manage authorization, development and monitoring services out of Warsaw SSC with about 20 FTEs• Manage a virtual team in 3 different sites, Basel, Madrid and Warsaw• Ensure the right people are in the right jobs having the correct skills to appropriately support the business• Create an environment of teamwork within area and across the wider area• Partner with the business to understand their requirements, ensure to provide advice from a technical perspective • Closely collaborate with the business community in order to govern and align the ForWard SAP solution • Plan the capacity of the team based on operational activities including the releases of enhancements• Support the handover of new sites going live on ForWard solution (ForWard phase II, now ForWard@CEMAI) • Driving efficiency by establishing / utilizing globally agreed best practice processes for application support• Ensures adherence to defined working processes and standards • Ensure that the ForWard SAP system in a validated state and in compliance with the different regulating Roche bodies (RSSS, ICFR, etc.) • Managing a budget of approx. 7 Mio CHF

• Leading team of 15 directly reporting team members• Manage virtual team in 7 different sites and different time zones• Ensure the right people are in the right jobs and develops individual contributors and first-line managers• Create an environment of teamwork within area and across the wider area• Based on operational plans, set clear targets, plan, organize and monitor team performance • Driving efficiency by utilizing globally defined best practice processes for IT operations• Ensures adherence to defined working processes and standards (Corporate, Pharma and Informatics) in the execution of daily duties and job function• Managing a budget of 3.5 Mio CHF• Provide support for all ITSM process related issues and consultancy and coaching for new or existing ITSM processes in IT Infrastructure• Ensure compliance to the defined incident, problem, change, configuration and service level management processes by supporting regular audits• Constantly strive to improve processes by liaising with all process management areas inside IT Infrastructure through an active IT Infrastructure ITSM community• Be the Single Point of Contact (SPOC) for reporting, training and support for all ITSM related issues• Perform Application Management for ITSM related tools and ensuring master data related to ITSM tools (e.g. DSL) is centrally maintained• Supporting ITSM process rollouts to additional sites or new organizationsProjects & achievements• Agree, define and approve 60 SLAs/OLAs for IT Infrastructure services• Support the Informatics Service Model Creation• Introduction of pre-approved changes to improve efficiency and improved control• ITSM rollouts to CEMAI and Western Europe region and the introduction of SLAs/OLAs• Stream lead for processes of the feasibility study for the integration of DIA Infrastructure IT into the overall Roche Group Infrastructure organization

• Own the Incident Mgmt process and supporting documentation on IT Infrastructure level• Develop the next generation Incident Management process for IT Infrastructure level• Strategic alignment of Incident Management to business requirements• Establish and manage the governance framework for Incident Management• Develop mid and long term strategies to continually improve the process• Support and coach IMs (Application support areas) in implementing ITSM Projects & achievements• Manage the IM Expansion Project and implement ITSM for Application Mgmt of Supply Chain and Finance area• Improved process framework for ITSM processes (Incident, Problem, Change, Configuration and Service Level Mgmt)

• Conduct Project Kick off workshops• Lead process harmonization workshops• Responsible for project documentation and ensure it meets validation requirements• Designing the deployment of the Service Desk solution to sites globally, mainly the Service Desk organizations • Coordination for rolling out global support processes to top 16 sites • Performing and coordinating the training to local IT service providers for the HP Service Desk solution• Conducting and coordinating the roll-out of "HP Service Desk" system globally• Responsibility for the quality of the introduction of the processes and tool• Coordinating change request for the Service Desk solutionProjects & achievements• Implemented common HP Service Desk for top 16 roche sites• Introduced harmonized set of process for the sites in scope