IT Services – Campus IT Infrastructure Team lead China and HK

The IT Services function is the core back office Infrastructure Service responsible for the IT Infrastructure the entire organisation runs on. The function provides best-in-class capability for Infrastructure development and services and uses standard ITIL processes to ensure Infrastructure Services are developed and delivered into the AZ landscape in an effective manner. This function uses strategic third party organisations that guide in various capabilities across the Infrastructure. The function is truly global in scale with resources in Asia, US, Sweden and the UK.

Campus IT is a key part of this function. Campus IT consists of Regional Delivery teams underpinned by a Global Capability group. The Campus Infrastructure IT team will be the representative at AstraZeneca’s sites and within Customer-Facing IT service reviews.

The Campus IT lead China and HK is responsible for delivering these services to all of the AstraZeneca business based in China and HK. The role is located in AZ China Head office, ZhangJiang Hi-tech park, Pudong, Shanghai.

Key accountabilities

• You will have overall accountable for delivery of (Deskside Support, End User devices, on-site services (incl IT engineering), Training, Awareness and Utilization for China.
• You will provide people and technical leadership to resources, vendors and IT capabilities delivering Workplace IT services in China.
• We would like you to take ownership of and drives service improvements, provide resource and technical input to IT projects as appropriate.
• Have a good knowledge of the Workplace technologies and services and meaningful experience of IT service delivery, team leadership and infrastructure management.
• You will work with the Global and Regional Capability teams and will collaborate with the Regional Campus IT Director.

Focus & Challenge

• You will be responsible for Site IT Management for China, providing leadership and a point of accountability for Infrastructure & Operations services
• Lead a team of IT Specialists and Service Managers, responsible for the delivery of IT services to agreed Service Levels and customer satisfaction requirements.
• Provide leadership and input to Service Improvement Plans. Lead the implementation and monitor progress.
• Work with Regional and Global workplace teams to establish and provide a responsive, customer focused Workplace IT service in China.
• Act as a key critical issue point for high-priority service level failures, and drive the resolution of issues in line with AstraZeneca business critical priorities working closely with the AZ Operations Center.
• Work with Service Introduction managers to ensure that plans are in place for transitions into service according to agreed standards and procedures
• Lead budgets for the service area and feedback information to IT Financial Management process
• Liaise with Customer Facing teams to handle the monitoring of customer satisfaction levels and assure that identified issues are addressed – escalating as appropriate.
• Harmonize with Customer Facing teams to drive the implementation of effective communications with regards to service related matters.
• Ensure internal and external assurance activities are executed, and review outputs including compliance to firmwide policies such as asset management and data sanitization.
• Govern the IT asset management process for the China Commercial organization
• Ensure that service delivery performance against SLAs is analysed and the data used to benchmark future SLAs
• Work across IT functional boundaries to present a coordinated, consistent service delivery into AZ business areas.

Knowledge, Skills & Experience

• Good experience in Service Delivery and processes in a complex, multinational, corporate environment required
• Validated experience in leading IT Service Delivery teams and processes in an ITIL based environment.
• Broad technical understanding of IT infrastructure
• Experience in leading and developing 3rd party business relationships
• Experience related to the outsourcing industry desirable
• An ability to work effectively in a matrix organization is needed
• Experience in team management, conflict resolution / arbitration
• A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
• Good experience to analyze requests or issues and deliver the best possible solution
• Able to prioritize, re-schedule or adapt to changes
• String communication both written and orally at all levels
• Ability to make decisions in pressure situations at a management level
• Ability to collaborate across the different technology towers

Apply now to learn more about this exciting opportunity with a world renowned pharmaceutical brand!

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.