Global Carrier Manager

📌Positions are open to Mexican Citizens and official residents of Mexico.
📍  Location: Guadalajara (hybrid)
📌Strong English skills required
📌3+ YOE managing relationships with suppliers​

 📌Mobile Carrier industry

ABOUT THE TEAM

The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations, and all End User Services and technologies.

This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a solid focus on experience.

It’s a dynamic and exciting 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

The Global Carrier Manager will lead all Service management activities to ensure that Global Carrier services are delivered under Service Level Agreements and business requirements, and new and improved services are developed and implemented without risk to business functions.

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

Typical Accountabilities

Service Management

• Assess internal and third-party supplier services against relevant Service Level Agreements (SLAs) and customer happiness requirements and lead periodic verifications of supplier counts about consumption of services and associated invoicing

• Manage Service delivery processes including Service Level Management, Financial Management, Capacity Management, Availability Management, and Continuity Management, and ensure that service management tools and processes are implemented by AstraZeneca standards and procedures

• Manage Service management processes, including the design, configuration, and implementation of service components for new and enhanced solutions and services

• Ensure that key service support processes, including Incident Management, Problem Management, Change Management, Knowledge Management, and Release Management, are implemented and effective

• Provide a point of focus for all capacity, availability, and performance-related issues to match IT capacity to agreed business demands ensuring that availability targets in all areas are measured and achieved and that they match or exceed the current and future agreed needs of the business in an efficient manner

• Engage with key stakeholders to understand business challenges and identify current and future requirements so that demand for externally provided services is captured, prioritized, and met.

• Work collaboratively with:

• Integrated assurance to support internal and external assurance activities

• Customer Service managers on the communication of Service Improvement Plans

• Suppliers to develop operational budgets and manage these by supervising spend

• Third-party suppliers on operational issues affecting applications from a designated service area

• IT organization to support development opportunities for innovation, feasibility, and new service design, ensuring approval for changes and improvements

Service Performance

• Lead service performance and cost data gathering from multiple sources (third-party suppliers, Customer Service, and Supplier managers), create service maturity scales and ensure that all operational services performance are measured consistently across IS and that the services and reports meet the needs of the business

• Undertake ongoing review of processes, procedures, and SLAs, influencing modifications and enhancements of supplier services

• Drive performance analysis of Service Introduction, Change Management, Service Level Management, Incident Management, Availability, and Capacity Management projects, and identify trends, issues, and their root causes

• Evaluate the effectiveness and efficiency of support and maintenance services and provide recommendations for savings and improvements

• Supply to Capacity Management and Service Improvement Plans for applications

• Analyze suppliers’ performance against SLAs, share outcomes, and drive future SLAs

• Engage in a business partnering fashion with appropriate stakeholders – for example CFIT, local IT as appropriate to role

• Work collaboratively with:

• Customer service and own Service Improvement Plans for major incidents and instances of customer dissatisfaction

• Suppliers (internal or external) to ensure performance to targets within contracts and agreements, while conforming to all of the terms and conditions

Service Design

• Design and develop service solutions, technology, processes, information, and measurements to meet documented business requirements and outcomes, ensuring corporate and IT strategy alignment, consistency, and integration in all IT activities and providing a Service Design Package (SDP) for handover into Service Introduction

• Manage service management systems and tools related to the Service Portfolio

• Support business requirements collection, analysis, and engineering to ensure they are documented

• Manage the coordination and deployment of quality solution designs for services and processes managing the risks in all services and design processes

• Provide a single, consistent source of information on all agreed services ensuring availability to those with approval to access

• Maintain appropriate ongoing recovery capability within IT services to match the agreed needs, requirements, and timescales of the business

YOU WILL NEED TO HAVE

Essential

• 3+ years of experience developing and managing relationships with suppliers

• Application of policies, procedures, and guidelines and providing expertise to business group

• Experience in risk management and assessment

• Relevant Mobile Carrier industry qualifications

• Strong Service Management qualifications

• Good communication and facilitation skills

• Proven track record of design, implementation, and delivery of Global Mobile Carrier manager

• Consistent track record of driving service strategy and service transformation

• High school diploma or equivalent experience required

Desired

• Bachelor’s degree in Business Administration / Information Service

• ITIL training/service management accreditation

• Technical skills, awareness, and experience

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

The expectation of working in the office 3 days a week statement
When we put unexpected teams in the same room, we ignite ambitious thinking with the power to inspire life-changing medicines. In-person working give 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 outstanding and bold world!!!

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law.*

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.