Summary
We are currently recruiting for Senior E2E Capability Service Managers in Cambridge, Gaithersburg and Warsaw.
The Role
The End to End Capability Service Manager is accountable for the provision of excellent IT service to the business. The role is responsible for management of the service portfolio, roadmap and all service activities; ensuring services are fit for purpose, delivered in accordance with Service Level Agreements and maintained in line with evolving business requirements. As the Capability Service Manager, the successful candidate will be responsible for improving existing services and ensuring that new services are developed and implemented in line with business requirements. The role will work collaboratively across global teams of business stakeholders, developers, partners, offshore support teams and vendors to successfully deliver continuous improvement and value.
A drive and passion for improving the service experience for end-users and achieving excellence in IT operations is key to the role. Candidates will be self-starters with strong organisational skills, expertise in ITIL service management and people management. This is an exciting opportunity to run and transform critical business services across AstraZeneca’s global footprint.
This candidate will have the opportunity to demonstrate leadership in maturing the service model and processes and through looking for ways to drive efficiency and quality from existing on-shore and off-shore resources. The first 12 months in role will be focused on developing capabilities and supporting AstraZeneca’s shift to customer centric service delivery. Candidates should expect a team-oriented, exciting, challenging, and fast-paced environment.
Accountable:
- End-to-end delivery of services across business capabilities.
Portfolio and lifecycle management of service portfolio aligned to IT strategy, architecture, roadmaps, budgets, business priorities, and business processes. - Acting as a single point of contact for service matters across the relevant portfolio.
Responsible:
- Delivery of end to end user experience and satisfaction.
- Proactively identifying and delivering continuous service improvement within the relevant portfolio and contributing to improvement initiatives across the entire Team.
- Contributing to ways of working and operation of processes within AstraZeneca IT.
- Management of Total Cost of Ownership (TCO).
- Management of Service Enhancement Requests.
- Capacity planning and management; taking account of business growth and changes.
- Application risk management, along with communicating and agreeing the aggregated risk position with the IT Capability Lead and business sponsor.
- Matrix management of multiple offshore Operational Service Managers across functions; to ensure services are delivered and continually improved to the expected levels.
- Execution of application decommission (BC, execution and benefits realisation) including where appropriate the removal of service components.
- Transition and design of new services through projects and BAU.
- Act as escalation point for key service support processes, including Incident Management, Problem Management and Change Management.
- Management of relationships and communications with senior stakeholders.
- Service performance reporting within IT and the business; including SLA and metrics.
- Manage compliance with GxP/SoX to ensure control frameworks and testing are in place and AstraZeneca remains compliant.
- Manage relationships with internal and external suppliers, serving as the main contractual lead representing AZ to external supplier organizations.
- Continually review and drive supplier performance, ensuring contracts are fit for purpose.
- Negotiation and agreement of licensing deals, where appropriate using SMEs within IT and Procurement for support.
- Maintain and apply knowledge of application technologies and industry trends/changes external to AstraZeneca.
Education, Qualifications, Skills and Experience
Essential
- ITIL v3 Foundation qualified
- Service management & IT support experience
- Ability to interpret & communicate technical information into business language
- Stakeholder relationship management
- Customer satisfaction focus
- Strong written & verbal communication skills
- Ability to work independently
- Proactive & results-oriented
- Ability to manage complex & ambiguous situations
Desirable
- Degree level education
- Prior experience working in Pharmaceutical or Healthcare industry IT environment
- Matrix management of offshore application support teams
