Senior Service Manager - IT Service Analytics & Transformation

Macclesfield, (UK)

Are you looking for a new opportunity within Service Management?

About AstraZeneca

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialisation 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.

Job role

The Senior Service Manager will lead the identification, negotiation and development of relationships with internal IT teams and strategic IT Service Excellence partners in order to ensure delivery of excellent IT services to AstraZeneca colleagues. The role will drive service management activities to ensure that services are delivered in accordance with Service Level Agreements, business requirements; and new and improved services are developed and implemented without risk to business functions. The role will drive the development and implementation of performance measurement and management mechanisms, lead service improvements and see opportunities to improve IT’s contribution and value to the core business.

Key responsibilities

Service Management & Transformation

• Provide leadership for wider cross function transformation activities as demand/requirements dictate, for example uplifting Observability capability, Event Management platform migration and Enterprise wide Incident volume reduction.

• Lead implementation and adherence to service delivery processes, including Service Level Management, Financial Management, Capacity Management, Availability Management and Continuity Management verifying that service management tools and processes are implemented in accordance with AZ standards and procedures

• Partner with teams such as Campus and CFITs to promote the use of global processes and engage with those in similar roles in AZ to promote education/standard methodology to increase understanding so that processes can be continuously improved.

• Engage in a business partnering with appropriate partners– for example Cross Functional IT (CFIT) or local IT as appropriate to role

Works Collaboratively with

Suppliers (internal or external) to act as a partner concern point on major operational issues for a designated service area IT organization to input into development opportunities and feasibility of innovation opportunities Key IT partners being responsible for internal and external assurance activities and helping to set supplier evaluation criteria and participate in supplier evaluation processes. IT Process Owners to ensure process basics and process details are understood, communicated and adhered to IT Customer facing teams to ensure materials, channels and standard methodologies are known and followed

Service Performance

• Provide leadership for the Analytics and Insights function with specific focus on

• Management of the ITSM Global Measure construct

• Agreement and alignment of annual target setting cycle with IT Functions and ITLT

• Management of relationship with each IT Functions to ensure engagement in measure improvement and continual improvement to measure construct

• Development of sophisticated analytical capabilities to provide greater insight to IT Functions/ITLT and in so doing remove the waste from manual data interrogation

• Develop and deliver an Availability metric to enable future Availability improvement initiatives

• Partner with ServiceNow platform team to ensure effective use, management, maintenance and creation of dashboards; reducing the need for bespoke dashboarding requirements

• Drive gathering of service performance and cost data and ensure that suppliers’ performance against SLAs is analyzed and used as a benchmark for future SLAs

• Lead review of processes, procedures and SLAs, communicating and influencing modifications and improvements with business customers and suppliers

• Lead the analysis of Service Introduction, Change Management, Service Level Management, Incident Management, Availability and Capacity Management projects, and drive teams to identify trends, problems and their root causes

• Manage the development of Service Maturity scales to allow for effective measurement and monitoring of services

• Support a performance measurement culture that provides timely feedback and insight so that issues are resolved early.

• Drive the analysis of trends from multiple data sources to advise future improvements.

Essential skills and experience

• Experience of managing an IT Service team delivering Global IT Services

• Strong experience of developing and managing relationships with both customers and suppliers

• Application of policies, procedures and guidelines and providing expertise to business group

• Excellent knowledge and experience of risk management and assessment

• Transformation delivery in IT Services

• Performance Measurement, metrics and deep analysis

• Strong communication, facilitation and relationship building skills

• Excellent presentation skills

• Strong influencing and negotiating skills

• Customer first attitude

Desirable

• Ability to work well in diverse, multinational teams and proven track record to influence others to achieve positive outcomes

• AI and ML within IT Services

• Business Administration / Information Service Degree

• ITIL training / service management accreditation

• Technical skills, awareness and experience

• LEAN VPM methodologies and technology

• ServiceNow experience

Why AstraZeneca?

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, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.

So, what’s next?

• Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

Where can I find out more?

Our Social Media,

• Follow AstraZeneca on LinkedIn
• Follow AstraZeneca on Facebook
• Follow AstraZeneca on Instagram

Closing Date: 30th Aug

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.