Capability Service Manager

Location: Hybrid (3 days on-site in Guadalajara, MX; 2 days remote)

About AstraZeneca

AstraZeneca is a global, science-led biopharmaceutical company focused on the discovery, development and commercialisation of life-changing medicines. Our Enterprise AI team delivers the AI app store, reusable AI models and ready-to-use ML platforms that power everything from early-stage drug discovery to patient-safety systems.

Operations IT is a global IT capability supporting the Global Operations organisation. We business partner with  Operations capability areas: Pharmaceutical Technology Development, Manufacturing & Global Engineering, Quality Control, Sustainability, Supply Chain, Logistics and Global External Sourcing and Procurement. We operate out of Operations hub sites including in the UK, Sweden, US, and China; and out of our Global Technology Centres in India and Mexico.

Here our work has a direct impact on patients – transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining cutting-edge science with leading digital technology platforms and data. All with a passion to impact lives through data, analytics, AI, machine learning and more.

It’s a dynamic and challenging environment to work in – but that’s why we like it. There are countless opportunities to learn and grow, whether that’s exploring new technologies in hackathons, or transforming the roles and work of colleagues, forever. This is your chance to be part of a team that has the backing to innovate, disrupt an industry and change lives.

THIS IS WHAT YOU’LL DO

We are recruiting a Capability Service Manager (CSM) to join our Data, Analytics & AI Team.

As part of our transformational journey on Data & AI in Operations, we are taking the steps to advance our existing data platforms and services into modern architecture.  Our vision is to accelerate Operations data strategy of making our data Findable, Accessible, Interoperable and Re-useable (FAIR).

As a Capability Service Manager,  you will be accountable for seamless Service Introduction, Operational Lifecycle Management of the Data Products, Data Platforms & Vendor Contract / Relationship Management for Data, Analytics & AI group in Operations IT, as well as engage and influence key global stakeholders from Operations business, to ensure IT priorities are well aligned with business objectives and priorities.

With good understanding of ITIL processes, you are responsible for the design and implementation of data product and data platform support, service design & monitoring mechanism. You need to use your technical acumen to collaborate with technical teams and vendor for resolving service related challenges and manage good ITQM metrics.

The core of our development and support team are based in Chennai, with deep technical expertise based in the UK and Sweden. You will be responsible for the engagement with the Enterprise Data & AI teams on leveraging central enterprise data platforms and services.

You will need a collaborative delivery approach to be successful. We prefer to use Agile but choose the appropriate approach for the project. So, experience of a variety of delivery management methodologies would come in useful.

Typical accountabilities for a Capabilty Service Manager include:

• Point of Contact to all data product and data platform services for Data, Analytics & AI
• This role is responsible to get involved in the full life cycle of data products and data platforms, work closely with Business Capability and the teams members to understand the stakeholders requirements that drive the analysis and design of quality technical solutions.
• This role is accountable for building and maintaining relationships with business stakeholders from the Data, Analytics & AI Capability area. It is accountable for developing an in-depth understanding of the business needs and concerns and ensuring those are translated into innovative IT solutions and services. It also has the accountability for the provision of services to customers.
• End-to-end service accountability of data products, data platforms and provides delivery leadership across the Data, Analytics & AI portfolio
• Owns and accountable for all service improvement plans
• Champion stability initiatives to enable high availability for Business-As-Usual which includes better monitoring, failover and resiliency of data products.
• Ability to handle incidents, problems and change at a global enterprise level. Calm and analytical when faced with major incidents on critical systems.
• Ensure data service stability when taking over BAU support as part of the ATS process.

YOU WILL NEED TO HAVE

• 12+ years of experience working with global teams, delivering and supporting solutions. Hands on software development experience, solution and service delivery.
• Excellent understanding of ITIL, SDLC & CI/CD processes
• Should have 5+ years of  experience in IT Service management
• Should have 3+ years of customer facing experience manging Global business stakeholders
• Experience working with Service Now
• Experience of working in agile teams using methodologies such as SCRUM and SAFe
• Experience with monitoring tools like Splunk and Aternity
• Experience of vendor/technology selection to fulfil specific gaps in the solution stack

It is also desirable for candidates to demonstrate:

• Knowledge of data & analytics practices, such as: data modelling, data analytics, visual analytics, business
• Domain knowledge: Understanding of Develop, Plan, Source, Make and Deliver business domain. 
• Knowledge of data privacy, GxP, GDPR regulation
• Awareness of use case-specific GenAI tools available in the market and their application in day-to-day work scenarios.
• Possess working knowledge of basic prompting techniques and continuously improve these skills.
• Stay up-to-date with developments in AI and GenAI, applying new insights to work-related situations.

WHY JOIN US

Here our work has a direct impact on patients – transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining cutting-edge science with leading digital technology platforms and data. All with a passion to impact lives through data, analytics, AI, machine learning and more.

Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth. Focused and committed, and backed with the investment to succeed, we’re driving cross-company change to disrupt the entire industry.

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.