Language Service Manager

Do you have expertise in, and passion for, Linguistics? Would you like to apply your expertise to impact a company that follows the science and turns ideas into life changing medicines? If so, AstraZeneca might be the one for you!

ABOUT ASTRAZENECA

AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies.

At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.

ABOUT OUR IT TEAM

The Language Services Team

The End User Services organisation actively partners with business partners to deliver cutting-edge IT capabilities to fulfil AstraZeneca’s ambitious ambition of delivering life changing therapies to patients. Our ambition is to use technology to increase collaboration, efficiency and automation across the enterprise.

The Language Services team supports the translation and language support of the business and bridge the language gaps across the enterprise. Our brand new Translation Technology platform will empower colleagues, stakeholders and translation project managers across all functions to communicate, regulate and find major efficiencies in all cross-language activities. The Language Service has been designed to enable all functions and business areas to overcome complex communication challenges.

ABOUT THE ROLE?

The Role

The Language Service Manager is accountable for the provision of excellent IT service to the business. The role is responsible for management the AZ Translate activity portfolio and all service activities; ensuring offerings are fit for purpose, delivered in accordance with Service Level Agreements and maintained in line with evolving business requirements. As the Language Service Manager, you will be working with the AZ Language Capability Lead to ensure stakeholders across the organisation achieve their cross-language objectives through the platform. You 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 cross-functionally across global teams of business partners, 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. You will be a self-starter 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.

The candidate have the opportunity to demonstrate leadership in maturing the service footprint and processes and through helping adopters drive efficiency and quality. The first 12 months in role will be focused on developing capabilities and supporting AstraZeneca’s shift to customer-centric service delivery. You should expect a team-oriented, exciting, challenging, and fast-paced environment.

Accountable:

•    End-to-end delivery of language 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 translation projects across the relevant portfolio.

•    Deputising for capability owner, when necessary.

Responsible:

•    Delivery of end-to-end adoption, project support, user experience and customer satisfaction.

•    Overseeing and delivering localisation projects for Business Stakeholders across AZ.

•    Identifying and delivering continuous service improvement within the AZ Platform in collaboration with the Service Team and AZ Language Services and supplying to improvement initiatives across the entire Team.

•    Helping functions apply new ways of working around translation projects according to the AZ Language Service Standard Operating Procedures.

•    Communicating and managing Service Enhancement Requests through to the Capability Lead.

•    Capacity planning and management; taking account of business growth and changes.

•    Manage and maintain the required training and learning materials pertaining to the AZ Translate platform and its offerings; manage customer expectations around training.

•    Application risk management, along with communicating and agreeing the aggregated risk position with the IT Capability Lead and business sponsors.

•    Transition and design of new adoption of the service through projects and BAU.

•    Act as customer concern point for key service support processes, including Incident Management, Problem Management and Change Management.

•    Management of relationships and communications with senior partners.

•    Service performance reporting within IT and the business; including SLA and metrics.

•    Run compliance with GxP/SoX, where applicable, to ensure control frameworks and testing are in place and AstraZeneca remains compliant.

•    Manage support relationships with internal and external suppliers together with the Capability Lead.

•    Continually review and drive supplier performance, ensuring contracts are fit for purpose.

•    Maintain and apply knowledge of application technologies and industry trends/changes external to AstraZeneca.

Education, Qualifications, Skills and Experience

Essential

•   Degree level education, preferably in Translation/Linguistics

•             Experience with Translation Management Systems

•    Service management and/or IT support experience

•    Ability to interpret & communicate technical information into business language

•    Partner relationship management

•    Customer satisfaction focus

•    Strong written & verbal interpersonal skills

•    Proficiently bilingual (or multilingual) and with provable understanding of challenges in a global,    multilingual organisation

•    Ability to work independently

•    Dedicated & results-oriented

•    Ability to lead complex & ambiguous situations

Desirable

•      ITIL v3 Foundation qualified

•             Prior experience working in Pharmaceutical or Healthcare industry IT environment

WHY JOIN US?

We’re a network of entrepreneurial self-starters who contribute to something far bigger. There’s a diversity of expertise in our Technology group that’s unique to AstraZeneca – it allows us to dive deep into

exploring new leading-edge technology. We enable AstraZeneca to perform at its peak by delivering world-class technology and data solutions. Our work unlocks the potential of science. We optimise and evolutionise AstraZeneca by maximising efficiencies and finding new ways to drive productivity. From automation to data simplification. We’re not afraid to take ownership and run with it. Empowered with unrivalled freedom. A place to be open and transparent – we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate,

and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact.

Technology at AstraZeneca is a home for purposeful disruptors!

SO, WHAT’S NEXT?

Are you already imagining yourself joining our team? Good, because we’d love to hear from you! Click the link to apply and we’ll be in touch as soon as we can.

WHERE CAN I FIND OUT MORE?

Our Social Media, Follow AstraZeneca on LinkedIn https://www.linkedin.com/company/1603/

Follow AstraZeneca on Facebook https://www.facebook.com/astrazenecacareers/

Follow AstraZeneca on Instagram https://www.instagram.com/astrazeneca_careers/?hl=en

Competitive salary & benefits on offer.

Open Date: 18/8/2021
Close Date: 18/9/2021

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.