The IT Process & Technical Lead will be the subject matter expert in the processes that are used to support the run of IT Services within the Site IT Team(s). This will include ITIL processes such as Incident, Request, Knowledge, Asset, Change, Problem and other colleague or service relevant processes like Onboarding, Offboarding, Legal Hold, handling of IT Equipment, Devices etc. This role will ensure the Site IT Technical Team are operating efficiently and aligned to the global processes and support the team to learn and embed into day-to-day activities. They will also support the ITSM monthly updates and give input relevant from local team or on local nuances and conversely takes insights back to the team. They will also be an SME for the technology and tools used to perform the roles within the Site IT Technical Support Team, ensuring that the team have access to the right tools, any elevated access levels and appropriate training. Training will be up-to-date and relevant for the day-to-day activities. They will support with onboarding of new members of the team ensuring a minimum level of education on processes and technology to perform their duties.

Key Accountabilities:

• This role will support the Site IT Technical Lead and/or Site IT Technical Support Manager to measure the service delivery that ultimately drives service improvement and uplift in service experience.
• This role may support more than one location and be at the country level.
• Provide subject matter expertise to the team on key processes, tools and technologies through detailed understanding of the processes and supporting tools.
• Work closely with the Direct Channels Process Lead to ensure governance locally and adoption of all key areas of Standard Operating Procedures for Site IT Service Teams as well as input and continual review of the standards using working knowledge and feedback.
• Work closely with the Remote Channels Lead to gain insights into key problem areas, local colleague issues that are being raised as self-service or via the Service Desks to enable a proactive approach to these in the site or at AskIT.
• Provide support to the broader Process Leads and Technology Owners with regular input to key ITSM or Project update meetings when there are new, changed or service improvements running and provide input from the local team or digest information to embed in the local team.
• They will work to assure quality of service through all processes and tools used by the team including driving best practice use to improve the experience and drive efficiencies.
• They will work alongside the Site IT Technical Team members to observe or augment workload delivery as necessary including AskIT service for emergency cover.
• Infrastructure Management (Local Requirement):
  • Data Center & Cabling: Assume responsibility for the management of the data center and associated cabling infrastructure, ensuring optimal performance and compliance with standards.
  • Local Networks & Telephony: Oversee the local network infrastructure and telephone system, ensuring seamless connectivity and addressing any issues promptly.
  • Conference Room Support: Collaborate with relevant stakeholders to support and maintain selected conference rooms, enhancing meeting experiences.

Key Responsibilities:

• Close liaison with other IT Process & Technical Leads across the global IT Service & Experience organisation.
• Work closely with the Site IT Technical Lead and/or Site IT Technical Support Manager to monitor, analyse and review Tier Reporting and Dashboards to ensure we maintain service levels and deliver increased value. Netbrain
• Ensure use of global dashboards with local data, restrict and reduce local duplicative reporting.
• Support reviews of existing processes, procedures and performance measures as appropriate.
• Support all ongoing tool improvement activities including ServiceNow.
• They will stay up-to-date with new workflow/catalogue releases as well as key Tier 2 knowledge.
• Work closely with IT Specialist Technical Lead to understand relevance and cross-learning opportunities for team members.
• Responsible for the daily operation and maintenance, as well as project management of IT infrastructure, including server rooms, cabling, networks, telephone systems, and backup for meeting rooms.

Function / Team / Location / Stakeholders

• The IT Process & Technical Lead will be a member of a Site IT Technical Team and reports to the Site IT Technical Lead or Manager site dependent. They may also support other sites and have dotted line to their Site IT Lead role.
• The key stakeholders for this role are:
  • Service Experience Director
  • IT Service Process Leads
  • IT Workplace & Tools Service Owners
  • Regional IT Technical Directors
  • Direct Channels Lead
  • IT Specialist Technical Lead

Essential Skills & Experience required:

• Fluent in local site language (written and spoken) as well as Fluent in English (written and spoken).
• Higher level qualification or demonstrable experience in information technology or business and process management.
• A passion for delivering world-class service continually challenging and driving change in pursuit of the experience.
• Proven technical know-how and ability to pick things up quickly and assimilate information.
• Experience in teaching and coaching others to support their ability to perform well in their role.
• Strong knowledge of key ITIL Processes and their interoperability.
• Excellent attention to detail.
• Ability to review and process information to produce findings/insights supporting decision making.
• Positive approach to learning new tools, technologies or processes as required for the role.
• Ability to work collaboratively in diverse, multinational teams, across time zones.
• A self-starter with high levels of drive, energy, resilience, a can-do attitude and willingness to take the initiative.
• Strong ability to manage competing priorities to successful delivery and working to deadlines.
• Strong experience of ServiceNow ITSM Toolset or similar
• LEAN experience of Visual Performance Management and performance measurement.
• Deep knowledge and rich experience of server room, cabling and network.
• Have the experience of telephony and meeting room solution.

Desirable capabilities and skills:

• Demonstrable experience of supporting service improvements
• Knowledge or experience of process improvement techniques, such as Six Sigma or LEAN
• Customer Service background or accreditation desirable
• ITIL Foundation Accreditation desirable
• Infra knowledge and end user service experience.

Date Posted

Closing Date

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.