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.

Are 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 team 

Drive 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 sharing

Motivate 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 metrics 

Responsible for the commercial negotiation of technical KPI/Contract escalations

Identify and maintain process maps/workflows across all areas of the technical business and ensure seamless interface with other business areas

Establish and maintain a dedicated working platform for technical product management to ensure superior customer experience

Accountable for the appropriate monitoring of complaint case and senior escalations in line with regulatory requirements and compliance

Authority 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 authority

Sponsors and provide coaching on strategic projects and initiatives

Your 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 landscape

Proven experience of leading large  multidisciplinary teams with both direct leader and matrix leadership skills is desirable

Experience working with diverse senior leaders, partnering within a management team and influencing in a matrix organisation and an agile environment

Experience in managing complex customer relationships and a varied stakeholder groups

Excellent 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 transformation

Expert knowledge of customer and contract management methodology and practice

Strong analytical thinking for decision making at senior leadership level

Full UK / Irish driving license - travel required, predominantly on territory but also nationally / internationally when required.

At 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.