Site IT Technical Manager

AstraZeneca•Durham, NC

About The Position

The purpose of the Site IT Technical Manager role is to lead or support a local small team of skilled & specialist IT professionals who will deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their site. The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisation, their operations, SPOC and engagement ways of working. In liaison with Site IT Technical Lead and service capability owners they will document the technical landscape of the site ensuring its current and future performance will meet business need. They will document the workforce requirements to enable effective delivery of world-class services including a thorough appreciation of the impact from IT on business critical activities for their site, including CMDB data. They will represent Site IT Technical team via a network of site stakeholders and site Leadership Team. Where relevant they will have support or be responsible for consistent delivery of AskIT, Onsite & VIP services for their site. Where relevant they will have support or be responsible for consistent delivery of OCS Specialist Services directly aligned to the overall Operations IT & Onsite service strategies. They will be responsible for the proactive engagement and adoption of technologies by the local workforce and distribution of relevant communication and training in liaison with Service Owners/providers. They may manage other locally sourced or specific services for their site and will ensure management of local contracts. They will ensure local IT team in their site/remit is fully informed and engaged regularly to support a globally consistent approach to services.

Requirements

Minimum of a Bachelor’s degree is required
Minimum of 5 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 organisation.
Fluent in English written and spoken, second language beneficial but not essential.
Strong experience in the Bio/Pharma or Retail industry for service
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

second language beneficial but not essential

Responsibilities

Responsible for the highest levels of user experience and satisfaction for all services delivered into their site including new service introductions.
Work with required teams and Service Improvement Lead on Site SIPs as required to increase satisfaction and Pulse scores.
Responsible for proactively managing expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and leveraging of effective core IT processes.
Responsible for service performance levels attainment of locally owned services, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.
Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle managed in liaison with any local Site/Marketing Company/Commercial Business function.
Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support daily run of service across the team.
Acts as an escalation point for high-priority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls.
Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment.
Daily run of OCS services to a set of global standards and operating procedures ensure the service delivered is globally consistent for the site.
Responsible for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience team aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered at the site are globally consistent.
Oversee/manage lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at the site to ensure resilience and minimise business risk.
Support the delivery of asset build/provision services in the site working closely with Direct Channels Lead for relationship with the service delivery partner.
Support project planning and delivery for site impact and change.
Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate niche needs and/or resource.
Support project delivery of any site footprint changes, including site expansions or reductions and put demand into delivery organisation.
Ensure IT is carried out in a compliant manner in the site, including asset management, SOx, GxP and IT security, internal and external assurance activities are executed and outputs actioned.
Implement global/direct controls and influencing non IT personnel appropriately.
Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy.
Champion the use of ETS technology and service catalogue adoption across the site and avoid duplicate or parallel technologies/services introduced locally.
Identify opportunities to automate, consolidate or rationalise IT service delivery in the site in agreement Site IT Technical Lead and then with service owners.
Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language in the site.
Work with broad IT community to have a detailed understanding of site roadmap activities and service innovations/new features to support deployment in the site.
Identify and discuss opportunities to bring non ETS supported Infrastructure & devices to global ETS standards & support scope, e.g. backups, servers, DB’s, networks, end user devices etc. working closely with Site IT Technical Lead.
Responsible for driving a culture of self-service and use of global workflows to drive further efficiencies across the site.
Build strong relationships with key stakeholders to ensure our technologies, services and the way we deliver them meet customer needs now and in the future.
Represent ETS as required on local leadership teams.
Manage/support technology partners effectively where local agreements exist to ensure AZ is getting world-class levels of service, benefiting from innovation and continuously improving delivery.
Be part of a strong local technical team focused on colleague centricity and relationship management, attention to detail, ‘right from me’ attitude and takes end-to-end ownership, convey technical into business process.
Continuous learning and training approach.
Be a key member of local IT Technical Team to ensure you have input to overall service strategy through Lead or Director roles.
Conversely 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.

Benefits

We focus on discovering, developing and commercialising prescription medicines for some of the world’s most serious diseases.
At AstraZeneca, we’re dedicated to being a Great Place to Work.
Where you are empowered to push the boundaries of science, challenge convention and unleash your entrepreneurial spirit.
To embrace differences and take bold actions to drive the change needed to meet global healthcare and sustainability challenges.
There is no better place to make a difference in medicine, patients, and society.
An inclusive culture where you will connect different thinking to generate new and valuable opportunities.
Where you will find a commitment to lifelong learning, growth and development for all.
Our Inclusion & Diversity (I&D) mission is to create an inclusive and equitable environment where people belong, using the power of our diversity to push the boundaries of science to deliver life-changing medicines to patients.
Inclusion and diversity are fundamental to the success of our company, because innovation requires breakthrough ideas that only come from a diverse workforce empowered to challenge conventional thinking.
We’re curious about science and the advancement of knowledge.
We find creative ways to approach new challenges.
We’re driven to make the right choices and be accountable for our actions.
As an organisation centred around what makes us human, we put a big focus on people.
Across our business, we want colleagues to wake up excited about their day at the office, in the field, or in the lab.
Along with our purpose to bring life-changing medicines to people across the globe, we have a promise to you: to help you realise the full breadth of your potential.
Here, you’ll do work that has the potential to change your life and improve countless others.
And, together with your team, you’ll shape a culture that unites and inspires us every day.
This is your life at AstraZeneca.