Chatbot Service Owner - Senior IT Professional

Roche

Petaling Jaya, Selangor, Malaysia

Permanent

Jul 1

Purpose and Mission

  • The aim of Roche IT organization is to grow with the emerging and promising technology capabilities being enabled in the company and continue to be innovative going one step ahead of current trends and use internal skills to introduce new technologies that give Roche a competitive advantage. The Chatbot Service Owner sits in Roche IT Solution Centre supporting different business functions at Roche. The focus of this role will be creating and driving vision for the service in alignment with the Integrated Service Owner.

 

Dimensions

  • Creating and driving vision for the service in alignment with the Integrated Service Owner.
  • Being accountable for lifecycle management, continuous improvement, monitoring and influencing Product Vendor roadmap, ensure high End User Experience and overall customer satisfaction.

Key competencies

  • At least 2 years of experience in service or product management and at least 5 years of professional experience
  • Experience with delivering IT services for an enterprise, including defining and optimizing processes, setting up KPIs, measuring service performance
  • Excellence in stakeholder management, experience with identifying customer’s needs and monitoring satisfaction
  • Knowledge of Chatbots technology,  Dialogflow knowledge is a plus

 

Key responsibilities

  • Work in the Automation Service Team creating and driving vision for the Chatbot service in alignment with internal and external Automation Stakeholders and Vendors supporting the area
  • Align strategic directions and roadmap for the service evolution to meet business needs and provide technology advancement
  • Be accountable for lifecycle and license management, continuous improvement, monitoring of the service, ensuring high End User Experience and overall customer satisfaction as well as influencing Vendor (Dialogflow) product roadmap
  • Be accountable for Chatbot service development - maintaining service backlog, setting priorities and requirements for further service evolution
  • Define and optimize service Operational Model, internal processes, standards and guidelines
  • Develop and maintain relationship with key business stakeholders and customers 
  • Ensure compliance with industry best practices & internal procedures & regulations
  • Work directly with the Platform & Enterprise Architects, Vendor, Customers, Service Delivery and Platform Development Teams.

Mandatory skills

  • At least 2 years of experience in service or product management and at least 5 years of professional experience
  • Experience with delivering IT services for an enterprise, including defining and optimizing processes, setting up KPIs, measuring service performance
  • Experience with IT Service Management Framework and Operational Model design and maintenance
  • Understanding of Chatbot - experience and technical background in Dialogflow or other Chatbot technology will be an asset
  • Excellence in stakeholder management, experience with identifying customer’s needs and monitoring satisfaction 
  • Experience in defining product/service roadmap and backlog based on inputs from customers, market trends and available technology 
  • Good consultancy, negotiation skills and high accountability
  • Very good communication skills in English

 

Roche is an equal opportunity employer.

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Roche

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