Team Lead, R&D ISS Global Support Center
Roche
Sant Cugat del Vallès, Catalunya, España
Full-Time
Competitive
OfficeManager
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.
Are you a people-oriented leader with a vision for how digital transformation can revolutionize internal customer support? As the Team Lead for our R&D ISS Global Support Center in Sant Cugat, you will have the unique opportunity to build and grow a dedicated service hub from the ground up. You will lead and manage a high-performing team that provides support to our global R&D "customers," ensuring our scientists and engineers can focus on life-changing innovation while you drive the evolution of the team through digital transformation and innovation of our internal processes.
Your main responsabilities:
Build a New Service Hub:Establish and evolve a dedicated operational excellence center in Spain, managing and coaching a diverse team of specialists.
Lead with Empathy & Vision:Act as a relationship-focused leader, balancing high-empathy service with a strategic vision for process automation and global support.Master R&D Support Operations: Oversee operational customer support in critical areas including Document Management (EDMS), Learning Management (LMS), and global data workflows in SAP S/4HANA.
Champion Digital Innovation:Partner with global teams to identify repetitive "pain points" and leverage Agentic AI and automation to digitize tasks and improve efficiency and service quality.
Drive Operational Excellence: Define and monitor key performance indicators (KPIs) to ensure timely, accurate resolution of requests while maintaining a constant state of audit-readiness.
Navigate a Global Matrix:Collaborate effectively with leaders and colleagues across Spain, the US, Germany, and Switzerland to align the Sant Cugat hub with global R&D goals.
Foster a High-Performing Culture: Integrate Roche Leadership Commitments into daily practice, utilizing agile principles to create an inspiring, motivating, and inclusive work environment.
You are a proactive "thinker" and leader who thrives in conditions of ambiguity. You possess the interpersonal skills to navigate organizational complexity and the strategic mindset needed to upskill a team for bridging daily operations in legacy systems while building the future of AI-driven support.
To be successful in this role, you bring:
Advanced Educational Foundation: An advanced university degree or Bachelor’s degree in a technical, scientific, or business discipline.
Proven Leadership Track Record:5+ years of experience leading or managing technical, engineering, or global customer support teams.
System & Quality Expertise: Expert knowledge of enterprise applications (e.g. EDMS, LMS, SAP) and experience operating in highly regulated environments (e.g. Diagnostics, Pharma, Finance, Automotive).
Digital Transformation Mindset:Education or experience in Agentic AI, automation, or AI prompt engineering to drive modern support models
Exceptional Communication & Influence:Expert fluency in English and the ability to influence senior stakeholders in a global, multicultural matrix organization. German language skills are a plus.
Our leaders empower you to achieve your fullest potential, fostering a culture where everyone can demonstrate leadership and navigate change with confidence.
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.