Campus IT Infrastructure Manager – Mount Vernon, IN

At AstraZeneca, we work together across global boundaries to make an impact and find answers to challenges. We do this with the utmost integrity even in the most difficult situations because we are committed to doing the right thing. We continuously forge partnerships that help pursue world-class medicines in new ways, combining our people’s outstanding skills with those of people from all over the globe. As an Americas Campus IT Infrastructure Manager in Mount Vernon, Indiana, you’ll play a pivotal role in channeling our scientific capabilities to make a positive impact on changing patients’ lives. IT provides support and solutions globally, solves sophisticated operational and business challenges, enables innovation, digital transformation and increases growth by bridging Information Technology and science with outstanding technical expertise.

Main Duties and Responsibilities

AstraZeneca End User Services function is committed to deliver excellent customer service and really focus on the customer experience to ensure our IT services meet current and future business needs. End User Services (EUS) and Cybersecurity and Infrastructure Services (CSIS) provide all the IT infrastructure and supporting services that the entire organization runs on. These functions (EUS and CSIS) are truly global in scale with resources in Asia, US, Sweden and the UK. The Campus Teams are responsible for the excellent delivery of these services for their customers on a particular site or Region and work closely with the global support teams and their customers to ensure current and future services meet business needs. They will ensure current and future IT services are delivered effectively through excellent delivery or frontline services, proactive customer engagement and effective communication. They will also deliver a rapid response to any critical issues and drive initiatives to ensure a robust and resilient overall IT service, working with key suppliers and other infrastructure teams. The Campus IT Services team will be the representative of IT Services at AstraZeneca’s sites and within Customer-Facing IT service reviews. The role is overall accountable for delivery of Infrastructure, Operations, Customer Support & Security IT services (EUS and CSIS) at a particular site or sites in the Americas.

• Provides people and IT Technical Leadership to resources, vendors and IT capabilities delivering Workplace IT services to a particular site.
• Takes ownership of and drives service improvements, provide resource and technical input to IT projects, upgrades, improvements and BAU services as appropriate
• The role-holder will be knowledgeable and experienced with a broad range of IT Infrastructure technologies and services and have extensive experience with IT service delivery and team leadership.
• The role will work with the Global and Regional Capability teams and will work with the Regional Campus IT Infrastructure Director or a Senior Campus Infrastructure Leader.
• The candidate must reside and or be willing to relocate to the local area. The role cannot be performed remotely.
• Responsible for Site IT Infrastructure Management at a particular site (or sites), providing leadership and a point of accountability for Infrastructure and Operations services.
• Could lead a small team of IT Specialist/suppliers responsible for the delivery of IT services to agreed Service Levels and customer satisfaction requirements.
• Provide leadership and input to the implementation of Service Improvement Plans. Lead the implementation and supervise progress.
• Work with Regional and Global Campus IT Infrastructure teams to establish and provide a responsive, customer focused IT Infrastructure service at a particular site (or sites).
• Act as a key partner concern 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.
• Collaborate closely with Customer Facing teams to supervise monitoring of customer satisfaction levels and assure that identified issues are addressed – raising as appropriate.
• Interact 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
• Ensure that service delivery performance against SLAs is analyzed and the data used to benchmark future SLAs
• Work across IT functional boundaries to present a coordinated, consistent service delivery into AZ business areas.

Essential Requirements

• Bachelor’s degree in Computer Science or equivalent field, or appropriate equivalent experience
• Solid technical experience in IT Technologies (Infrastructure, Network, End User support and computing.
• 10 years+ experience in Service Delivery, and processes in a sophisticated, multinational, corporate environment required.
• 5+ years of successful experience in leading IT Service Delivery teams and processes in an ITIL based environment
• Critical business knowledge pertaining to site and relevant business areas
• Strong agility and customer service skills
• Experience in leading and developing 3rd party business relationships
• Experience related to the outsourcing industry desirable
• Knowledge of industry trends and standard methodologies (including ITIL)
• An ability to work effectively in a matrix organization to build effective working relationships with customers, peers, and external providers in order to ensure delivery
• Experience in team management, conflict resolution / arbitration
• Experience of working within a quality and compliance environment and application of policies, procedures and guidelines
• A self-starter with high levels of drive, energy, resilience and a desire for professional perfection
• Strategic problem solver with the ability to build and execute a strategic plan
• Ability to analyze requests or issues and deliver the best possible solution
• Ability to prioritize, re-schedule or adapt to changes
• Ability to communicate both written and orally at all levels with good interpersonal skills
• Ability to make decisions in pressure situations at a management level
• Demonstrable ability to influence and maintain high levels of respect customers
• Ability to collaborate across the different technology towers
• Ability to work well in diverse, multinational teams and shown ability to influence others to achieve positive outcomes.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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.