Assistant Service Manager jobs in Boston, MA

ABOUT ASTRAZENECA

AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development, and commercialization of prescription medicines and therapies for some of the world’s most serious diseases. There’s no better place to be if you want to deliver treatments making a difference for patients, their families, and society. Not only are we one of the world’s leading pharmaceutical companies, AstraZeneca is also recognized as one of the world’s leading Great Place to Work. We are committed to learning and development in an inclusive culture that champions diversity and collaboration to effectively delivery the best outcomes the first time every time.

ABOUT OUR IT TEAM

Join us at a crucial stage of our journey in becoming a digital and data-led enterprise to drive scalability, speed, and security to deliver exponential growth. At AstraZeneca, Information Technology empowers our business partners to perform at peak productivity and lead new ways of working to discover and deliver medicine, combining pioneering science with leading digital technology platforms and information. Make the impossible possible by through creativity, collaboration, standardization, automation, artificial intelligence, and exceptional service.

Focused, committed, and backed with the investment to succeed, we’re driving cross-company change to disrupt the entire industry. AstraZeneca is a place to work with industry leaders to innovate in technology and science. You’re trusted to explore solutions, experiment with groundbreaking technology, and grapple with challenges in a modern technology environment that may never have been considered previously. It’s a dynamic environment to work in and that’s why we love what we do. There are countless opportunities to learn and grow, through education, experiences, and exposures to new business ideas, people, and technologies. Shape your own path with a diverse team of industry leaders charting new courses in science and technology. Be part of a team that has the backing to innovate, disrupt an industry, and change lives.

ABOUT THE ROLE?

The purpose of the Site IT Technical Lead role is to lead a team of skilled and specialist IT professionals who will manage, deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their region. The role will have an in-depth understanding of Enterprise Technology Services as well as the business technology services we partner to support, including Research & Development, Rare Disease, Commercial, and Operations.  In Liaison with technical service capability owners they will ensure technology is aligned to global standards and will support the business growth. They will ensure effective delivery of world-class services and represent Enterprise Technology Services. 

Key Accountabilities & Responsibilities

Service Delivery, Performance & Exploitation:

• Responsible for the highest levels of user experience and satisfaction for all services delivered into their site including new service introductions which must have engaged with our ATS processes.  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.
• Accountable for service performance levels attainment of owned services, utilising standard global dashboards and visual performance management available media 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.
• Embed and 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 a partner concern 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 AskIT, Onsite & VIP services as OneIT with the Direct Channels Lead for 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. 
• Ensure 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 driven 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.

Service Innovation:

• Identify and implement opportunities to automate, consolidate or rationalise IT service delivery in the site in agreement with service owners.
• Work with 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.
• Explore and find 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.
• Responsible for driving a culture of self-service and use of global workflows to drive further efficiencies across the site.

Leadership & Relationship Management:

• Build strong relationships with key partners 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 technology partners effectively where local agreements exist to ensure AZ is getting world-class levels of service, benefiting from innovation and continuously improving delivery.
• Build and lead 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.  Ensure the team can work directly with capability leads, convey technical into business process. Continuous learning and training approach.
• Be a key member of Regional IT Technical Team to ensure you have input to overall service strategy.  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.

Function / Team / Location

• The Site IT Technical Lead will be a member of the Regional IT Technical Leadership Team and collaborate with the Regional IT Technical Director.
• Direct Line Management of local team and/or may also support/coach others through matrix structure in ETS. 
• Role will have responsibility for multiple sites.

Essential Skills & Experience required: 

• A passion for delivering world-class service continually challenging in pursuit of the user experience and striving for improvement performance.
• Fluent in English written and spoken, second language beneficial but not essential.  
• Significant experience in the Bio/Pharma or Retail industry for service
• Inspiring Leader, with ideas and solutions for service delivery and exploitation
• Deep technical understanding across a range of technologies/domains.
• Superb communication and engagement skills and a proven relationship management professional
• Strong partner skills to manage local negotiations, expectations and resolutions. 
• Strong influencing, networking and team working skills 
• Solid experience working in a standards/governed/compliant environment
• Proven track record of owning and delivery IT Services in large organisation. 
• Strong working knowledge of ServiceNow ITSM Toolset or similar.
• Demonstrable experience managing local vendors, contracts, renewals, RFP activities.
• Leader and great teammate – sets example for team and others to follow, effective collaboration across your region with your peers.
• Solid experience managing, developing teams with an open, honest, accountable and collaborative team environment.

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.