Job Title:  Senior Manager
Location: TRIL GTC
GCL : E2

Job Summary

Function/Team – Collaboration Services reside in the Infrastructure organization in AZ IT under End User Services.

The team is responsible for the following areas of IT:

• Document storage and Workflow services
  • Microsoft Office 365 (Mail, SharePoint, OneDrive, Teams, Forms, Power Automate etc.)
  • Box.com, Nintex, DocuSign etc.
• Mail, Calendar and Unified Communication
  • Microsoft Office 365 (Outlook, Teams & Skype For Business etc.)
  • Exchange

The Mail Service Manager will cover one or more of the above areas and will be responsible for:

• Effective service management activities to ensure all services across the Collaboration function are delivered in accordance with Service Level Agreements and business requirements, and that new and improved services are developed and implemented without risk to business functions. 
• Supporting the development and implementation of performance measurement and management mechanisms to drive service enhancements and seek opportunities to enhance the IS contribution and value to the business

• Change Management: Ensure new solutions or incremental changes delivered by projects & service design are introduced into the live environment with minimal business disruption, whilst maintaining availability levels expected by the business

Job Description

Candidate Focus & Challenge:

Service and Supplier Management

• Accountable for the delivery of contracted IT services with internal and/or external suppliers and for working with Portfolio Managers to ensure the allocation of Service Management and Operational resources is in line with project and program portfolio
• Owner for effective implementation of service delivery processes, including Incident, Problem, Change, Service Level Management, Financial Management, Capacity Management, Availability Management and Continuity Management for respective service area.
• Manage and approve service changes, improvements and escalations as appropriate, ensuring that impact on business-critical functions is minimized and that the service catalogue and CMDB is up to date
• Ensure collaboration with other service managers and capability leads on communication of Service Improvement Plans and provide input into assessment of customer satisfaction & improvement plans
• Deliver maximum operational value to AZ from relationships with internal and external suppliers, serving as the main contractual lead representing AZ to external supplier organizations.
• As required be a Point of Contact for other services (such as Messaging and Unified Communications) to address geographic engagement challenges

Service & Financial Performance

• Manage internal stakeholder requirements and challenge their thinking so that a solution is developed and delivered that meets expectations in terms of cost and quality.
• Drive improvements in service performance using internal service datasets and provide commentary and Service Improvement recommendations on a regular basis
• Drive improvements in service performance ensuring suppliers’ performance against SLAs is analyzed and used as a benchmark for future SLAs.
• Drive the analysis of trends from multiple data sources to inform future improvements.

Governance & Tools

• Coordinate Service Review Boards and ensuring that customer satisfaction scorecard activities are effectively managed
• Develop and maintain the alignment between Supplier Contract Management and Supplier Performance Management, ensuring all process handoffs work correctly.
• Ensure effective service management tools, monitoring and processes are implemented in accordance with AZ standards and procedures and to support service management for respective area of responsibility
• Ensure that Platform Governance Documents are created, maintained and communicated appropriately

Candidate Knowledge, Skills & Experience 

Essential

• Strong experience of developing and managing relationships with both customers and suppliers
• ITIL V3 Practitioner or fully operational and experience across all aspects of the ITIL service management disciplines and lifecycle within their domain of expertise
• Strong communication, facilitation and relationship building skills plus influencing and negotiating skills
• Excellent knowledge and experience of risk management and assessment
• Communications skills to stakeholders at a senior IT leadership level and proven escalation management capability
• Technical expertise for the respective area of the Collaboration expertise in which they are responsible
• Industry awareness of latest trends and activity for their respective area of Collaboration 

Desirable

• Business Administration / Information Service Degree
• Fully operational and experience across all aspects of the ITIL service management disciplines and lifecycle within their domain of expertise
• Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes
• Financial acumen and experience for running an end-to-end IT Cloud service such as O365 etc.
• Experience of running developments and improvements to a globally consumed service with multiple demand channels.

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, gender, sexual orientation, age, marital status, veteran status, or disability status. 
 

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.