Global IT Service Desk Lead

The Global IT Service Desk Lead will lead the IT Service Desks across 6 different locations, in a multi-vendor landscape, focusing on negotiation and development of relationships with both internal IT teams and external suppliers to ensure delivery of excellent IT services to AstraZeneca business customers underpinning Employee Experience. The role will drive technology changes and service management activities to ensure services are delivered in accordance with all Service Level Agreements, contractual and business requirements. New and improved services will be developed and introduced without risk to business functions.

The role will drive the development and implementation of performance measurement and management mechanisms to drive service enhancements and seek opportunities to improve IT’s contribution and value to the business.

Accountabilities

Service Management

• Responsible for leading the strategy and delivery of the Global IT Service Desk

• Support management of the budgets associated to the delivery of Global IT Service Desk Services.

• Collaborate with the Business Service Operations Centre, incorporating Global Incident Management and Command Centre teams to focus on key improvement areas for continued success.

• Contribute to the creation and management of the overall vision, strategy, and roadmaps for the Service Support organisation to support overall IT strategy and the business

• Ensure the demands of the regional Site IT Directors and Business Technology Groups are built into roadmap.

• Own and drive service improvement initiatives and remediating actions.

• Establish relationships with suppliers and stakeholders in all regions to coordinate activities and processes and ensure delivery of services.

• Establish relationships with AZ key business partners, and a deep understanding of their business needs, to enable new or changed IT services to be developed and delivered that will add real business value. Review and input on behalf of the customer, new or changed services being introduced into the live environment.

• Establish relationships with global IT teams to ensure that the services are meeting their needs and that they in turn are giving the Service Desk and Onsite teams the support they need in order to be successful.

• Ensure that processes are aligned, that tools are being used consistently and effectively and that they are communicated openly and effectively.

• Work closely with the problem management lead/team to help them in the delivery of Root Cause Analysis and the implementation of resulting Service Improvement plans.

• Ensure that continuity plans for the associated services are maintained.

• Use of ServiceNow platform to drive all parts of the service delivery, including associated products and integrations into vendor technology.

Service Performance

• Proactively set and manage expectations in the business about service quality, SLA’s, and CSAT results in order to drive customer happiness levels.

• Understand all aspects of the service components in the supplier agreements and actively ensure suppliers are on-track to maintain service delivery levels against agreed SLAs, OLAs, and underpinning contracts. Measure performance and use the data to forecast future performance.

• Deep understanding of the contractual set-up for AZ to ensure we are driving to maximum capacity, efficiency, and delivery.

• Lead critical issues from customers, Site IT, and other stakeholders.

• Delivery of regular reporting aligned to the scorecard showing performance against the Global objectives.

• Drive the analysis of trends from multiple data sources to drive future service level improvements and provide input and direction for the implementation of Service Improvement Plans.

Education, Qualifications and Experience

Essential

• Solid experience of managing an IT Service team

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

• Demonstrated leadership abilities, including coaching, mentoring, and team building skills

• Customer Service Management background

• Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.

• Experience with contact channel technologies

• Service Desk management experience

• Managing vendors and governance to contracts.

Desirable

• Business Administration / Information Service Degree

• ITIL training / service management accreditation

• Technical skills, awareness, and experience

• Customer Service accreditation

• Experience in IT service management tools such as ServiceNow, Genesys or Avaya.

Skills  

Essential

• Strong influencing and negotiating skills

• Strong analytical and problem-solving skills, with a focus on continuous improvement.

• Excellent communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organization.

Desirable

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

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca, we pioneer a new Quality way. Develop your expertise by being both challenged and supported to apply a modern Quality attitude. It means taking accountability and making brave decisions. Whether that's reimagining the best way to respond to procedures and regulations or pushing back when there's disagreement. We partner and problem-solve with product and process experts to ensure we perform with excellence across the Quality network.

Ready to make a difference? Apply now!

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.

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 authorisation and employment eligibility verification requirements.