Site IT Technical Manager - Santa Monica

AstraZeneca•Santa Monica, CA

6d•$123,678 - $185,518

About The Position

The Site IT Technical Manager role is responsible for leading or supporting a local team of IT professionals to deliver and improve IT infrastructure, tools, and services for the site's workforce. This role requires an in-depth understanding of ETS technologies and services, as well as the delivery organization's operations and engagement methods. The manager will document the site's technical landscape, workforce requirements, and the impact of IT on business-critical activities. They will represent the Site IT Technical team to stakeholders and the Site Leadership Team, ensuring consistent delivery of services like AskIT, Onsite & VIP services, and OCS Specialist Services. A key responsibility is the proactive engagement and adoption of technologies by the local workforce through communication and training. The role may also involve managing local contracts and ensuring the local IT team is informed and engaged with global IT strategies.

Requirements

High School diploma is minimum education required for this role
Minimum of two (2) years of relevant experience is required.
A passion for delivering world-class service continually challenging in pursuit of the user experience and striving for improvement performance.
Experience in a Service Manager role, with a proven track record of owning, being accountable and running an IT Service/Platform/Tools in medium-large organization.
Fluent in English written and spoken, second language beneficial but not essential.
Strong experience of service delivery and exploitation
Strong technical understanding across a range of technologies/domains.
Excellent communication and engagement skills and a proven relationship management professional
Strong stakeholder skills to manage local negotiations, expectations and resolutions.
Strong influencing, networking and team working skills
Strong experience working in a standards/governed/compliant environment
Strong working knowledge of ServiceNow ITSM Toolset or similar.
Proven experience managing local vendors, contracts, renewals, RFP activities.
Leader and team player – sets example for team or coaches others, effective collaboration across your region with your peers.
Experience managing, developing teams with an open, honest, accountable and collaborative team environment.

Nice To Haves

Strong experience in the Bio/Pharma or Retail industry for service

Responsibilities

Responsible for the highest levels of user experience and satisfaction for all services delivered into their site, including new service introductions.
Responsible for proactively managing expectations and enabling colleagues to exploit IT services at a site level through communication, education, and awareness.
Responsible for service performance levels attainment of locally owned services, utilizing standardized dashboards and visual performance management techniques.
Responsible for driving service standards, engagement with global processes, and ensuring local infrastructure is lifecycle managed.
Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities.
Acts as an escalation point for high-priority service issues relevant to their site and support the resolution of issues.
Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment.
Responsible for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience team aligned to global strategy.
Oversee/manage lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at the site.
Support the delivery of asset build/provision services in the site working closely with Direct Channels Lead.
Support project planning and delivery for site impact and change, including requirements gathering, impact assessment, and project planning.
Support project delivery of any site footprint changes, including site expansions or reductions.
Ensure IT is carried out in a compliant manner in the site, including asset management, SOx, GxP and IT security.
Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance.
Champion the use of ETS technology and service catalogue adoption across the site and avoid duplicate or parallel technologies/services.
Identify opportunities to automate, consolidate or rationalize IT service delivery in the site.
Support Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, and adopted.
Work with broad IT community to have a detailed understanding of site roadmap activities and service innovations/new features.
Identify and discuss opportunities to bring non ETS supported Infrastructure & devices to global ETS standards & support scope.
Responsible for driving a culture of self-service and use of global workflows.
Build strong relationships with key stakeholders to ensure IT services meet customer needs.
Manage/support technology partners effectively where local agreements exist.
Be part of a strong local technical team focused on colleague centricity and relationship management.
Be a key member of local IT Technical Team to ensure input to overall service strategy.
Ensuring the depth and breadth of the GS&E team responsibilities is understood by all roles in a site and they know who to go to for help.