NYC Campus IT Service Manager

Company description

AstraZeneca is a global, innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies. At AstraZeneca, we're proud to have a unique workplace culture that inspires innovation and collaboration. Here, employees are empowered to express diverse perspectives - and are made to feel valued, energized and rewarded for their ideas and creativity.

High Level Function and Role Overview

The purpose of the Global Campus Infrastructure Team is manage and drive improvements in IT services that directly support our global workforce.  They will ensure current and future IT services are delivered effectively through excellent delivery or front-line 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 and including Facilities Management (FM).

The Campus IT Infrastructure Team is a key part of this function, accountable for End-User and On Site IT services across AstraZeneca.  The function is made up of Regional Delivery teams underpinned by a Global Capability group.  The Campus IT Services team will be the representative of IT Services at AstraZeneca’s sites and within Customer-Facing IT service reviews.

This role will also be accountable for most of the Facilities Management tasks (FM) as well.

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Key Accountabilities

• The role is overall accountable for the delivery of Campus IT Infrastructure and End User Services (Deskside and Executive Support, Infrastructure and End User Services upgrades and deployments, AV Conferencing, Hands and Eyes, End User devices and tools, Awareness and Utilization) and the end user experience at a site.
• Due to this being a smaller site, this role will also be accountable for most of the Facilities management (FM) responsibilities at the site.
• Provides technical leadership to resources, vendors and IT capabilities delivering Infrastructure IT services to a site.   
• Takes ownership of and drives service improvements, provide assistance to IT projects as appropriate.
• The role-holder will have a good knowledge of the Workplace and Infrastructure technologies and services and relevant experience of IT service delivery and team leadership.
• The role will work with the Global and Regional Capability teams and will report to the Campus IT Infrastructure Manager or Director.

Candidate Knowledge, Skills and Experience

Candidate Focus & Challenge

• Assist the Campus IT Infrastructure Manager with support management, providing guidance and accountability for site Infrastructure services.
• Assist and work with the regional Facilities Team and provide support for many of the Facilities management tasks at the site.
• Will co-ordinate with Service Managers, responsible for the delivery of IT services to agreed Service Levels and customer satisfaction requirements.
• Closely monitor onsite and deskside services to ensure they operate as defined by operating procedures and within service level agreements.  Work with Campus Manager and appropriate service providers to address any issues.
• Provide critical input to the implementation of Service Improvement Plans.  Closely monitor progress of related activities.
• Work with Campus Team, Facilities Manager Team and Global IT Technologies teams to establish and provide a responsive, customer focused Infrastructure service at a site. 
• Acts as a key escalation point for 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 Campus Team and Service Introduction managers to ensure that plans are in place for transitions into service according to agreed standards and procedures
• Ensure that service delivery performance against SLAs is analyzed and the data used to benchmark future SLAs. 
• Work with Campus Manager and other IT functional teams to present a coordinated, consistent service delivery into AZ business areas.
• Handling / coordination of special requests and meeting support requiring IT services.
• Handling user escalations.  This includes coordination of troubleshooting activities, engagement of required service teams, coordination, and communications with impacted users.
• Handling and coordination of IT service outages.  This includes ensuring IT service teams are quickly engaged, coordination hands and eyes (or other onsite IT teams), providing assistance as needed in any troubleshooting activities, and ensuring impacted users and key stakeholders are updated on status, impacts, and work-arounds.
• Reporting and metrics.  Various weekly, monthly, and quarterly meetings and reports. 
• Identification of chronic IT issues, engagement of service owners, assistance with troubleshooting and communications.  Continuous drive for improvement.

Skills Required  

• 5+ years experience in Service Delivery and processes in a complex, multinational, corporate environment required
• 3+ years of successful experience in leading IT Service Delivery teams and processes in an ITIL based environment.
• Experience related to the outsourcing industry desirable
• An ability to work effectively in a matrix organization is essential
• Experience in team management, conflict resolution / arbitration
• A self-starter with high levels of drive, energy, resilience and a desire for professional excellence
• Ability to analyze requests or issues and provide the best possible solution
• Ability to prioritize, re-schedule or adapt to changes
• Ability to communicate 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

In addition, candidates will be expected to demonstrate:

• Influencing and Innovation skills
• Good communication skills and facilitation skills with the ability to work with others to achieve objectives.
• Good written and verbal skills, fluent English.
• Excellent engagement and stakeholder management

Relevant expertise and experience in:

• Service management
• Technology (End User and Infrastructure) support and issue and problem management

Other

• The role will report to the Campus IT Infrastructure Manger/Director for the Americas
• This position requires working onsite at assigned site 5 days per week. 

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.