Roche · 1 week ago
Head of Service Intelligence
Indianapolis, IN
Full-time
Onsite
Director/Executive
$137K/yr - $255K/yr
8+ years expRoche is a leading company dedicated to advancing science and ensuring access to healthcare. The Service Intelligence Leader will transform operational data into actionable insights, leading a team to enhance service delivery excellence and operational efficiency through data-driven strategies.
BiotechnologyHealth CareHealth DiagnosticsOncologyPharmaceuticalPrecision Medicine
Responsibilities
Develop and execute the Roche Support Network’s Service Intelligence strategy aligned with Roche global analytics frameworks
Establish a unified data architecture to ensure all service metrics are derived from a single source of truth (cases, spare parts, failure modes, costs, service KPIs, etc.)
Advance enterprise data maturity—transitioning from descriptive reporting to predictive and prescriptive analytics
Serve as local product owner and super-user for Salesforce® FSM, ensuring seamless integration and adoption across field and depot service teams
Partner with IT and other internal and external stakeholders to optimize systems architecture used within the Roche Support Network, such as the Salesforce® FSM–SAP® interface, Baxter Planning, etc, ensuring real-time visibility into logistics, parts, and service outcomes
Champion system upgrades, data governance, and user training across the Roche Support Network
Partner across the Roche Support Network to align KPIs and analytics initiatives with business priorities
Represent the Roche Support Network in global service analytics councils, influencing Roche-wide strategies for data quality, governance, and tool adoption
Act as a strategic consultant to local, regional and global stakeholders, translating insights into actionable service, quality and customer experience improvements
Lead and develop a high-performing team of data analysts, BI developers, and system specialists
Foster a culture of data literacy, transparency, and continuous improvement across the Roche Support Network
Utilize Lean Six Sigma methodologies to identify, measure, and eliminate service inefficiencies
Ensure analytics and reporting adhere to Roche Quality Management System (QMS) and regulatory requirements (ISO 13485, FDA, CAPA)
Champion ethical data practices, transparency, and compliance in all service performance reporting
Qualification
Required
Bachelor's degree
8 years of experience in Diagnostics, Medical Device Industry and/or Life Sciences
5 years of people leadership experience
Preferred
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
Benefits
A discretionary annual bonus may be available based on individual and Company performance.
Company
Roche
Roche is a pharmaceutical and diagnostics company that offers medicines and diagnostic tests for various medical conditions and diseases.
10001+ employees
H1B Sponsorship
Roche has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (12)
2024 (9)
2023 (6)
2022 (2)
2021 (2)
Funding
Current Stage
Public CompanyTotal Funding
$7.79BKey Investors
SoftBankSCALE AINovartis
2021-08-04Post Ipo Equity· $5B
2020-12-07IPO
2020-05-06Post Ipo Equity· $0.5M
Leadership Team
Alan Hippe
Member of the Executive Board - Group CFO
Christine Bakan
Global Head and VP of Software and Bioinformatics, Next Generation Sequencing
Recent News
2026-01-22
2026-01-22
Company data provided by crunchbase