Professional Service Lead - Midrand at Roche

Key Challenges

Strategic and Operational Management

• Contribute to the organisational strategic plan by providing key inputs and understanding the Pan Africa vision and develop the department's long-term strategy aligned with the overall organisational strategy annually.
• Create integrated brand and operational plans by identifying projects, setting targets, and managing inputs.
• Report on department performance by tracking targets and drafting reports.
• Manage operational performance by identifying anomalies and implementing corrective action.
• Professional Services Implementation and Management
• Analyze market and product performance to develop differentiated solutions and maintain competitive advantage.
• Manage professional service team readiness, including identifying and sourcing resources and skills, and engaging with other departments for timely deployment.
• Track project team performance, engage with clients, address issues, and provide additional support as required.
• Manage customer satisfaction index process, including reviewing feedback and compiling recommendations for submission to Global annually.
• Act as a point of contact for escalated technical issues, demonstrating deep technical knowledge and problem-solving skills to customers.

Professional Services Training

• Manage training plan for customers, distributors, and employees, including identifying requirements, sourcing facilitators, and overseeing implementation annually.
• Track customer training requirements, develop tracking mechanism, identify trends, and implement appropriate training to address skills gaps.

Administration of the Department

• Develop and maintain service contract frameworks, including defining services, contract types, and associated pricing.
• Manage non-contract client processes, providing feedback and input on purchasing processes.
• Contract and oversee external service providers, including sourcing, reviewing proposals, and managing contracts.
• Define Service Level Agreement framework, integrating manufacturer specifications, Roche ISP standards, and standard SLA requirements.
• Implement strategies for continuous improvement within the professional services department.
• Participate in and manage department systems enhancement projects.

Financial Management

• Develop department budget: Identify activities and costs, prepare and submit the budget annually and as needed.
• Manage expenditure: Track spend against budget, approve expenditure, address variances, and provide monthly feedback. Drive excellence and efficiencies by optimizing resourcing and spend.

Governance

• Participate in leadership meetings by preparing reports, presenting reports, answering queries, and implementing decisions as required.
• Manage the development and implementation of policies and procedures by reviewing policies, identifying policy gaps, drafting policies, and managing the annual and as-needed implementation of policies.
• Monitor compliance with policies and procedures, identify areas of non-compliance, address non-compliance, and track improvements as required.
• Monitor legislative and regulatory changes by reviewing the landscape, identifying changes, analyzing and interpreting the impact of the changes, integrating the changes into the policies and procedures, and communicating these changes as required.
• Manage the retention of ISO accreditation within the context of professional services by drafting Standard Operating Procedures (SOPs), monitoring compliance with SOPs, addressing any gaps or non-compliance, and implementing corrective action as required.

Staff Leadership & Management

• Define staff requirements, resourcing the team by retaining, recruiting, selecting and appointing staff as required, inducting new staff members, monitoring and managing performance and managing staff development.

Who you Are:

• You have a NQF 7 / 8 in a science or engineering related field.
• You have 10 years experience in medical diagnostics, 8 of which is management experience and at least 2 years strategic management experience. 
• Other requirements: Ability to travel nationally and internationally.