Overall Purpose

The Program Manager will be required to plan, lead and deliver an effective service cutover and transition program to the new ServiceDesk and Onsite provider. The Program manager will lead the project to ensure that new and replacing services are successfully transitioned in line with key deliverables and business needs.

Scope of Transition

The Program Manager will be responsible for transition and replacement of the services outlined below，

• AsiaPac IT Service Desk (China, Taiwan, Hong Kong, Japan, South Korea, Singapore, Malaysia, Thailand and Indonesia)
• China Deskside Support (Shanghai, Beijing, Guangzhou, Chengdu, Tianjin, Taizhou and Wuxi)
• IT Chatbot

Essential Responsibilities of the Job:

• Ensure service transition is planned and executed to program schedule, budget and scope.
• Build transition plans including but not limited on new support models, communication plan, etc.
• Organize and manage RFP process to support steering committee to make the decision on the new outsourcing supplier.
• Be responsible for coordinating implementation activities, providing effective supplier management to ensure 100% of existing services are transferred successfully to the new supplier, including but not limited on Knowledge Base, Process procedure, etc.
• Enable global and industrial best practice to be adopted into service transition and set systematic KPIs for both transition phase and BAU. Ensure no service level and quality drop after the transition to the new supplier.
• Liaise with business and IT stakeholders on release scheduling and communication of progress. Own service transition processes and ensure these are communicated and followed throughout the IT function.
• Responsible for planning and overseeing the transfer of key information necessary for the support, operation and acceptance of solutions deployed into production. This includes operational readiness, support documentation and acceptance checklists, etc.
• Ensure all processes comply within company security and compliance standards.

Knowledge and Skills Requirements:

• Experience of transitioning complex IT outsourcing projects with personal accountability delivering to time and cost for projects typically up to 1 million $ in value and 6 months in duration.
• Excellent interpersonal, communication, and organizational skills.
• Ability to work and team effectively with IT Services groups and other management personnel including on a global, virtual basis.
• Knowledge of IT service transition methodology, tools and templates.
• Rich experience of Outsourced Service Desk and Deskside service management. Track record of customer focus and delivering on promises.
• Ability to identify, escalate and manage project risks.
• Demonstrates commitment to IT methodologies, processes and standards for transition planning and support.

Supervision Responsibilities:

• Report to IT steering committee and program board on a weekly or as needed basis
• Program Manager is expected to lead a virtual project team and act with supervision to project board to deliver to schedule, budget and scope; support provided as required and requested 

Qualifications:

Education:

• A degree in Computer Science or a related discipline; or equivalent work experience

Experience:

• Previous experience in Service Transition and Service Design in the related fields with Service Desk, Deskside and Asset.
• Experience in Risk Management, Service Improvement and Stakeholder Management
• Experience in end to end service management to large user populations

Certification Requirements:

• Project management certification is preferred (PMI/CAPM or PMP, PRINCE2)
• Familiarity with ITIL v3 would be advantageous

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. AstraZeneca only employs individuals with the right to work in the country/ies where the role is advertised. 

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.