Head of Field Service - Ireland

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionAre you ready to transform lives while pushing the boundaries of what's possible in healthcare?A healthier future. It's what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.We are seeking a passionate and driven individual to join our team as the Head of Field Service - Ireland. In this pivotal role, you will lead end-to-end Service and Support teams for Ireland, driving service excellence, enhancing customer satisfaction, and inspiring performance within the team.If you are an experienced transformational leader with a strong passion for leading leaders and inspiring teams to success, we want to hear from you!Key responsibilities:Strategic planning of region - define strategic planning and priorities for the region with relevant stakeholders (including capacity and resource planning)Joint ownership of the business plan with the commercial leadership teamDrive a culture of ownership and accountability in relation to Roche Leadership commitments and Roche core competencies in line with our operating principles.Drive the collaboration across the regions for the benefit of the UK & Ireland. Country above region decision-making and resource and expertise sharingMotivate and drive the team to success through people development, delivery of timely feedback, celebrating success and fostering a culture of team working and collaboration.Accountable for ensuring that the end-to-end service offering aligns with appropriate customer measures, KPIs, and metricsResponsible for the commercial negotiation of technical KPI/Contract escalationsIdentify and maintain process maps/workflows across all areas of the technical business and ensure seamless interface with other business areasEstablish and maintain a dedicated working platform for technical product management to ensure superior customer experienceAccountable for the appropriate monitoring of complaint cases and senior escalations in line with regulatory requirements and complianceAuthority to make decisions on behalf of the team and in relation to existing or upcoming opportunities, tenders, and projects and working practices.Approval of headcount budget in line with financial delegation of authoritySponsor and provide coaching on strategic projects and initiativesYour profile:Educated to degree-level in life science, healthcare, business or equivalent (MBA, or post-graduate studies are a plus)Strong business acumen with deep understanding of macroeconomics/business drivers within the UK healthcare arena, diagnostics products and competitive landscapeProven experience of leading large multidisciplinary teams with both direct leader and matrix leadership skills is desirableExperience working with diverse senior leaders, partnering within a management team and influencing in a matrix organisation and an agile environmentExperience in managing complex customer relationships and varied stakeholder groupsExcellent written and verbal communication skills, being able to communicate with maximum impact.Resourceful, confident under pressure, with a growth mindset seeking continuous improvement and system transformationExpert knowledge of customer and contract management methodology and practiceStrong analytical thinking for decision making at senior leadership levelFull UK / Irish driving license - travel required, predominantly on territory but also nationally/internationally when required.Who we areAt Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity, and diversity.Roche is an Equal Opportunity Employer.

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