The purpose of the APAC role is to lead a regional team of skilled & specialist IT Professionals who will manage, deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their sites. The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisations and their operations. In liaison with technical/service capability owners/ETS LT members they will understand the technical landscape of the region ensuring its current and future performance will meet business need and is fully documented. They will understand the workforce requirements across the region at a persona/BTG level to enable effective delivery of world-class services including a thorough appreciation of the impact from IT on business-critical activities for their region, including CMDB data, ensuring this is all documented and understood. They will represent ETS (for demand and supply) via a network of site/regional stakeholders including BTG and/or Site IT Lead and Site Leadership Teams. They will have accountability for consistency and delivery of AskIT, Onsite & VIP services across their region, they will also have accountability for delivery of OCS Services; all aligning to the overall Operations IT & Onsite service strategies and SOPs. They will be accountable across the region for the proactive engagement and adoption of technologies by the workforce via effective communication and training in liaison with Service Owners or providers. They will own and run any other locally sourced or specific services for the region and manage contracts tightly. They will ensure local IT teams in Marketing Companies are fully informed and engaged to support a globally consistent approach to services.
This APAC role will also play a key part in leadership and collaboration across the entire ETS organisation based in China on behalf of the ETS Leadership Team.
Key Accountabilities & Responsibilities
Service Delivery, Performance & Exploitation:
Accountable for the highest levels of user experience and satisfaction for all services delivered into a region including new service introductions which should have engaged with ATS processes. Work with required teams and Service Improvement Lead on Regional/Site SIPs as required to increase satisfaction and Pulse scores.
Accountable for proactively managing expectations and enabling colleagues to exploit our services at a regional level, through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and leveraging of effective core IT processes.
Accountable for service performance levels attainment of owned services at the regional level, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.
Accountable for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle managed in liaison with all marketing companies within the region.
Ensure a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities to ensure they are understood, utilised and support daily run of service across the region.
Acts as a key escalation point for high-priority service issues relevant to the region and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs.
Accountable for the delivery of OCS specialist services working directly with the Direct Channels Lead for strategy on technology and equipment. Daily run of OCS services to a set of global standards and operating procedures ensuring the service delivered is globally consistent.
Accountable for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience strategy owner and aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered across the region are globally consistent.
Oversee/direct lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers in the region to ensure resilience and minimise business risk.
Support the delivery of asset build/provision services in the region working directly with Direct Channels Lead for relationship with any service delivery partner.
Support project planning and delivery for regional impact and change. Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site and location.
Support project delivery of any regional footprint changes, including site expansions or reductions and put demand into delivery organisation.
Ensure IT is carried out in a compliant manner in the region, including asset management, SOx, GxP and IT security, internal and external assurance activities are executed, and outputs actioned. Implement global/direct controls and influencing non-IT personnel appropriately.
Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy.
Champion the use of ETS technology and service catalogue adoption amongst regions/business to avoid duplicate or parallel technologies/services introduced locally.
Service Innovation:
Ensure identification of opportunities to automate, consolidate or rationalise IT service delivery across the region is scoped and in agreement with service owners.
Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language in the region.
Work with broad IT community to have a detailed understanding of regional roadmap activities and service innovations/new features to support deployment in the region.
Ensure we identify opportunities to bring non ETS supported Infrastructure & devices to global ETS standards & support scope, e.g. backups, servers, DB’s, networks, end user devices etc.
Accountable for driving a culture of self-service and use of global workflows to drive further efficiencies across the region.
Leadership & Relationship Management:
Build strong relationships with key stakeholders to ensure our technologies, services and the way we deliver them meet customer needs now and in the future. Represent the ETS Leadership Team on Regional Leadership Teams as required, including BTGs LT alignment where nominated.
Govern technology partners effectively where local agreements exist to ensure AZ is getting world-class levels of service, benefiting from innovation and continuously improving delivery.
Build and lead a strong regional technical team focused on colleague centricity and relationship management, with focus on attention to detail, ‘right from me’ attitude and takes end-to-end ownership. Ensure the team can work directly with capability leads, convey technical into business process. Continuous learning and training approach.
Be a key member of Global IT Service & Experience Leadership Team to ensure that the team has key input to overall service strategy, including Service Review Board participation. Conversely ensuring the depth and breadth of the GS&E team responsibilities is understood by all roles in Site Technical Teams and they know who to go to for help.
Manageregionalbudget and feedback information to IT Financial Management process.
Function / Team / Location
The Regional IT Technical Director will be a member of the Global IT Service & Experience Leadership Team and reports to the Global Head of IT Service & Experience.
6-8 direct reports and regional team of 60+ but may also manage through matrix management structure in ETS.
Regions are Americas (including LATAM) or EMEA or APAC
Essential Skills & Experience required:
A passion for delivering world-class service continually challenging in pursuit of the user experience and striving for improvement performance.
Fluent in English written and spoken, second language beneficial but not essential.
Significant experience in the Bio/Pharma or Retail industry for service
Strategic thinker, with innovative ideas and solutions for service delivery and exploitation
Strong technical understanding across a range of technologies/domains.
Superb communication and engagement skills and a proven relationship management professional
Strong stakeholder skills to manage regional negotiations, expectations and resolutions.
Strong influencing, networking and team working skills
Strong experience working in a standards/governed/compliant environment
Proven track record of owning and delivery IT Services in large organisation.
Excellent knowledge of ServiceNow ITSM Toolset or similar.
Proven experience owning, managing vendors, contracts, renewals, RFP activities.
Leader and team player – sets example for team leads, line managers and others to follow.
Significant experience managing, developing teams with an open, honest, accountable and collaborative team environment.
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.
