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Genentech Service Delivery Lead - Personalized HealthCare Informatics (PHC IX) in South San Francisco, California,

Service Delivery Lead - Personalized HealthCare Informatics (PHC IX)

South San Francisco, California

Job ID: 202107-120087 (

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The power of data at scale has transformed almost every industry, personalizing experiences in many aspects of our lives. Yet in healthcare we’ve only scratched the surface. At Genentech and Roche, we are accelerating the use of data insights and digital technologies to make significant strides to reach the full potential of personalized healthcare. We are seeking mission-driven, ardent, self-starting, creative individuals to join us in this effort.

The Operations Lead will have the responsibility for the management of the Infrastructure and platforms related solutions to support PHC Applications in the cloud and on-premises. This role will be part of the Pharma PHC IX/Technology Team that provides global technology solutions to enable the Pharma PHC Vision and Strategy. The Operations Lead will partner with stakeholders in multiple groups to operate the PHC Infrastructure for Roche/Genentech’s current and future PHC needs. The goal will be to support PHC Solutions, applications platform and infrastructure in the Research, Regulatory and compliant environment. The PHC Platform will support applications in the areas of Advanced Analytics, Digital Health, Imaging and Data management for Exploratory to Clinical Trials to Clinical Settings. This person will work very closely with key stakeholders within the PHC Center of Excellence and other cross functional teams in GIS to support the 24x7 PHC environment, meeting or exceeding the support SLA’s.

We expect the Operations Lead to be a passionate business and product advocate within IT, with proven analytical capabilities. The Operations Lead must be an effective negotiator, leader and communicator in working with Roche/Genentech’s IT cross-functional teams as well as other stakeholders and vendors. The ideal candidate will be a self-starter with a passion for innovative technologies, a high level of flexibility, and commitment. The Operations Lead will join our diverse community of smart, fun, wholehearted, and engaged informatics professionals from various functional areas. This person will share our community values of passion, courage, integrity, and gratitude -- all in-service of our mission, “doing now what patients need next.”


As Operations Lead in PHC Pharma IX/Technology team, you will:

  • Partner closely with key stakeholders from PHC Center of Excellence and corresponding Pharma IT Groups and Global Infrastructure and Solutions(GIS) to support external and internal facing application, platforms and technical Infrastructure solutions to meet or exceed SLA’s.

  • Understand products and services available from multiple Cloud Providers such as AWS, AZURE and GCP and other vendors and map those products and services to address IT and Business needs

  • Directly manage a team of multiple vendors, external support partners to support internal and external facing solutions implemented with cloud technology including websites, mobile applications, Imaging solutions, data management, analytics solutions, self service portals and supporting workloads.

  • Stay abreast of emerging technologies (AI, Automation, Container Services, Cloud etc.) and trends with a clear focus on productivity, ease of use and fit-for-purpose.

  • Lead Implementation - work with business, development/engineering & infrastructure teams to deploy and support the application platform and ensure product deliverables meet expectations.

  • Work with IT Quality, IT Security and Governance other Business partners to ensure that the application infrastructure is compliant with pharmaceutical regulations and GxP requirements.

  • Lead Rollout - work with highly cross-functional teams to rollout the platform into various business groups and cross functional team.

  • Ensure that deployed Application Infrastructure is resilient, scalable, high performing to handle peak workloads

  • Implement processes and solutions to manage and control cost of operating the platform in Cloud environments

  • Partners with other architects and solution owners to create standards and set strategies for the enterprise.

  • Collaborate with different PHC IX groups and Security to ensure solutions meet the overall enterprise cloud guidelines

  • Proactively monitor cloud workloads to ensure the highest level of availability, performance, and resiliency to meet our constantly changing customer demands

  • Manage a team to work through delivery roadblocks, risks, issues, and changes.

  • Responsible for providing cost optimizations to ensure cloud resources are operating as efficient as possible.


  • Bachelor’s or Master’s degree with extensive experience in Information Systems related field

  • 10-15+ years of Experience managing Platforms, infrastructure and applications in a dynamic environment.

  • 5-10 years of active hands on experience in deployment and support of On-Prem, Public and Hybrid Cloud environments in AWS, AZURE and GCP. Design and execute efficient network and security solutions including multi-cloud high-speed connectivity

  • Proven ability to support with a history of new or improved technology solutions with remarkable impact on company productivity.

  • Experience managing on-shore/off-shore implementation and support vendors in a agile and dynamic 24x7 environment

  • Experience managing internal and external support teams including contract negotiations, SLA’s enforcements etc

  • AWS or GCP Cloud Solutions Architect certification is strongly desired.

  • Proven experience with Services and products available from various cloud providers and partners e.g. Teradata, SageMaker, ECS, EKS, GKE, Palo Alto, Imperva, EMRetc. and ability to propose fit-for-purpose services to meet requirements

  • Recognized expert with strong background in DevOps, automation and agile methodologies

  • Hands-on experience in designing infrastructure as Code, building DevOps pipelines and automation using CI/CD tools such as GIT, BitBucket, Jenkins, Ansible, Terraform etc. and Container platforms such as Docker, Kubernetes, Rancher.

  • Good understanding of the application landscapes used in Research environments such as as Imaging Solutions, Advanced Analytics Tools, Data Lakes, Landing Zones including High speed Data Ingestion from Internal and external data sources

  • Strong background in working with various operating systems including various flavors of Linux (RedHat, Ubuntu, CentOS, SuSE) and MicroSoft Windows Servers

  • Extensive understanding of Business Continuity concepts including solutions around Backup and Recovery, Disaster Recovery Orchestration tools and Clustering technologies.

  • Passionate about Process and Service Automations and keeping up-to-date with technology trends and emerging technologies

  • Good understanding of Regulatory and GxP requirements for working in Healthcare sector including HIPAA, GDPR, HITRUST, ISO-27001 etc.

  • Implementation of SaaS based solutions to achieve continuous compliance and Policy enforcements thru BOTs, Security and vulnerability monitoring, log aggregation etc. with good understanding of tools such as Splunk, Dome9, Qualys etc.

  • Excellent communication (written and oral) and presentation skills; solid business acumen; well-honed influencing skills are essential

  • Ability to handle multiple priorities and to build a strong network and relationships (internally and externally) up to the executive levels across IT functions and the business.

  • Strong business knowledge in the Pharma/Biotech industry and associated processes is preferred.

This position is not eligible for relocation.

Who We Are

Genentech, a member of the Roche group and founder of the biotechnology industry, is dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life-threatening diseases. To solve the world's most complex health challenges, we ask bigger questions that challenge our industry and the boundaries of science to transform society. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis.

Diversity and Inclusion (D&I) are critical to the success of our company and our impact on society. We believe that by championing diversity of background, thought and experience, we can foster a sense of belonging and provide an environment where every employee feels valued, included, and able to contribute their best for the patients we serve. We’re focused on attracting, retaining, developing and advancing our people to their full potential by rewarding bold ways of thinking and integrating inclusive behaviors into every aspect of our work.

The next step is yours. To apply today, click on the "Apply for this job" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.

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