IT Problem Manager

About AstraZeneca

AtAstraZeneca, we believe in the power of collaboration to drive innovation and achieve breakthroughs in science. We're dedicated to delivering life-changing medicines to patients around the world. By combining innovative science with modern technology, we build an environment where you can thrive, take ownership, and make a real impact.

Role Overview

We are seeking anIT Problem Managerto join our team. In this role, you will work to minimize the impact of IT incidents and problems on our business. You will identify root causes, implement solutions to prevent recurrence, and ensure our IT services deliver maximum value. As part of our team, you'll proactively address high-priority incidents and promote effective problem management across the organization.

Key Responsibilities

• Problem Investigation: Lead investigations to identify service impacts, root causes, and steps to restore service. Implement actions to eliminate or reduce incidents.
• Communication: Share insights and corrective actions following incidents with relevant teams. Collaborate on implementing improvements.
• Leadership Support: Provide guidance to Problem Coordinators, assisting them in resolving complex issues.
• Data Analysis: Examine IT service data to identify trends and drive improvements that enhance user experience and business performance.
• Reporting: Generate regular reports on IT service performance, incident trends, and the progress of improvement plans.
• Risk Management: Address risks and issues related to IT services using established methodologies.
• Continuous Improvement: Contribute ideas to enhance the Problem Management process and increase IT's value to the business.
• Performance Monitoring: Track and communicate service performance using agreed metrics and reports.
• Supplier Assessment: Evaluate internal and external supplier services against agreed standards and satisfaction requirements.
• Process Management: Manage problem management processes and tools in line with AstraZeneca's standards.
• Stakeholder Engagement: Work with key teams to understand business challenges and address service issues.
• Collaboration: Partner with assurance teams and external suppliers to support operational needs in designated service areas.

Essential Skills & Experience

• IT Service Management Knowledge: Solid understanding of IT service management principles, including proactive and reactive problem management.

• Initiative: Motivated self-starter with energy and resilience.
• Analytical Skills: Strong ability to analyze data and present clear information based on multiple sources.
• Problem-Solving: Proven experience in assessing complex issues and delivering effective improvement initiatives.
• Communication Skills: Excellent at conveying information clearly and building effective partnerships.
• Decision-Making: Capable of making sound decisions under pressure.
• Team Collaboration: Experience working effectively in diverse teams and across different technologies.
• Policy Application: Skilled in applying policies and guidelines to provide expertise to business groups.
• Risk Assessment: Experienced in risk management and assessment.

Desirable Skills & Experience

• Educational Background: Degree in Business Administration, Information Services, or a related field.
• Certifications: ITIL training or service management certification.
• Technical Expertise: Knowledge and experience relevant to IT problem management.

Why Join Us?

At AstraZeneca, you'll be part of a team that values diverse perspectives and bold thinking. We encourage collaboration and offer a dynamic environment where you can grow professionally. Our commitment to flexible working allows you to balance office presence with personal needs, fostering both teamwork and individual well-being.

If you're ready to make a difference and contribute to life-changing medicines, we'd love to hear from you. Join us and discover your potential at AstraZeneca.

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.