Head Of Service Intelligence

Service Intelligence Leader

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Service Intelligence Leader at Roche is a visionary data and service performance leader who transforms operational data into actionable enterprise insights. Reporting to the Vice President of Central Service Operations, this individual serves as the strategic bridge between data, people, and performance, ensuring decisions across the Roche Support Network enterprise are informed by accurate, harmonized intelligence.

This role leads the Roche Support Network's Service Intelligence team, defining the data source and analytics strategy, ensuring standard system adoption of service systems, and delivering access to service performance metrics for the Roche Support Network organization. In addition this team provides insights to the organization that enables service delivery excellence. The leader works in close alignment with global diagnostics partners, representing Roche Support Network operational needs within Roche's worldwide service frameworks.

The ideal candidate combines technical acumen, leadership experience, and business strategy insight, empowering cross-functional teams to drive service excellence and operational efficiency through trusted data.

Key responsibilities include:

• Strategic data leadership
• Service systems and technology integration
• Cross-functional collaboration
• People and performance leadership
• Governance and compliance

Required qualifications include:

• Bachelor's degree
• 8 years of experience in diagnostics, medical device industry, and/or life sciences
• 5 years of people leadership experience

Preferred qualifications include:

• Master's degree (MBA, data analytics, or related field) preferred
• 10+ years of experience in service operations, analytics, or field service systems, including 5+ years in the medical device industry
• Proven success leading data-driven service transformation in a global matrix environment
• Strong track record of people leadership and stakeholder influence across complex organizations
• Deep expertise in Salesforce® FSM / ServiceMax®, SAP® (particularly service, spare parts, and logistics modules), Tableau®, Power BI®, or similar BI platforms, and data integration, cleansing, and governance frameworks
• Lean Six Sigma Green or Black Belt strongly preferred
• Project management certification is a plus
• Strategic business acumen with a passion for operational excellence
• Exceptional analytical, communication, and influencing skills
• Ability to simplify complexity and translate data into compelling narratives
• Strong collaboration mindset—comfortable navigating across global, regional, and local teams

Location: On-site, Indianapolis, IN

This role is not eligible for relocation benefits

About 30% domestic/international travel is anticipated

The expected salary range for this position, based on the primary location of Indiana, is $137,200-$254,800 USD annually. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.