1+ months

Principal Account Manager - Global Infrastructure and Solutions (GIS)

South San Francisco, CA

This role is responsible for being a senior liaison and Key Account Manager between the different functions in GIS (Global Infrastructure and Solutions) and its Informatics partners in Pharma, DIA, and Group Functions.

The successful candidate will have the opportunity to bring the best of their experience and knowledge to their assigned Informatics partners and customers, which have both high standards and expectations.  The candidate will demonstrate a keen focus on building and iteratively increasing Group Informaticsâ (GI) process performance, customer satisfaction, delivery effectiveness, and benefits realization towards the business for investments approved. 

The candidate must be comfortable and credible working with GIS Informatics partners at the highest levels of management and will be expected to be able to contribute significantly to the Informatics Partner Leadership Team (LT) to which he/she will work with.

He/she will demonstrate mature and effective techniques of advocacy, persuasion, presentation, conflict/escalation management, and communication.  He/she will have the ability to predict and remove barriers to project, solution, and service delivery processes across and among the Group Informatics groups assigned.

He/she will demonstrate the ability to balance strategic initiatives, project portfolio, and operational thinking patterns required for the shared success of the accounts he/she manages between GIS and its Informatics partners.


  • Customer Relationship Management:
    • Serve as a senior engagement and escalation point for the Sr. Informatics Leadership partners regarding GIS issues of major business impact and opportunities (quality of solution, costs, requirements for new solution, projects, initiatives, metrics alignment, etc. 
  • Strategic Influence (Group Informatics functions to GIS and GIS to Group Informatics functions):
    • Participate, if requested  as a member of the different Informatics partnersâ leadership teams.
    • Represent corresponding business strategy to influence the GIS roadmaps and infrastructure decision-making, which impacts the different Group Informatics functions impacted.
    • Provide a high-level demand management input point into GIS projects and Operations portfolio team.
    • Partner  with GIS, along with the PMO group and the Service/Solution/Component Owners, for quarterly roadmap and portfolio alignment activities, as needed, especially for impact and demand management review cycles
  • Core account/process/metric management (within GIS):
    • Drive and deliver quarterly, process-based account reviews (e.g. metrics performance, etc.) for each Informatics partner related to the account, as requested by him/her in collaboration with related service owner(s), solution owner(s), component owner(s), and process owner(s), as needed for gap or issue clarification.
    • Serve as a process-centered extension of the GIS LT to provide objective metrics and improvement recommendations for services owner(s), solution owner(s) and component owner(s), in the respective GIS line functions. 
  • Monitoring and Conflict Resolution: 
    • Ensure, by working collaboratively with the GIS service owner(s), solution owner(s) and component owner(s), that the Enterprise and Infrastructure solutions delivered globally or regionally support the defined business strategies and are operated within agreed SLAs, OLAs, and process efficiencies targeted each year.


  • Bachelorâs degree in Informatics, Computer Science or equivalent
  • 10-15+ years in a IT leadership role with proven track record of running high performing environments or managing senior-level relationships, with multi-dimensional customer environments, e.g. site groups, regional groups, global groups, etc.
  • Experience in managing large change initiatives and commitment to implement change sustainably.
  • IT Services delivery experience
  • Multinational team leadership/management, with facility in interacting in highly virtual and geographically distributed environments
  • Demonstrated ability to balance among customer, quality, cost, delivery, and process metrics/goals
  • Creative, proactive, credible, accountable, and consistently reliable
  • Strong communication skills (verbal, written, and presentation skills, 1:1 and 1:N)
  • Ability to forge relationships with a wide range of colleagues across domains, expertise areas, geographic sites/regions, and functional groups with a clear goal-based orientation.
  • Balanced leadership style with a customer empathy and drive for results required for effective conflict management and arbitration
  • Ability to quickly understand the business environment, in which the customer is working and the viability of the solution provided
  • Familiar with Informatics delivery processes, preferably across Infrastructure, Enterprise, and Business Application solution domains
  • Solid understanding of Information Technology, including the basics of IT Application landscapes and Infrastructure/Enterprise Solutions, with the ability to translate high-level technical requirements and specifications and business process requirements into layman terms
  • Excellent project, program and portfolio management skills, with a knowledge and experience of contract and/or supplier management
  • Demonstrated understanding of analytical principles and processes


Roche is an equal opportunity employer.

Information Technology, Information Technology > IT Consulting & Key Account Management

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Principal Account Manager - Global Infrastructure and Solutions (GIS)

South San Francisco, CA

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