JOB TITLE: EUV - Service ManagerCAREER LEVEL: ELeverage technology to impact patients and ultimately save livesDo you have expertise in, and passion for, information technology? Would you like to apply your expertise to impact the IT strategy in a company that follows the science and turns ideas into life changing medicines? If so, AstraZeneca might be the one for you!ABOUT ASTRAZENECAAstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialisation of prescription medicines for some of the world’s most serious disease. But we’re more than one of the world’s leading pharmaceutical companies. At AstraZeneca we’re dedicated to being a Great Place to Work.ABOUT OUR IT TEAMIt’s a dynamic and results-oriented 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 redefining the roles and work of colleagues, forever. Shape your own path, with support all the way. Diverse minds that work cross- functionally and broadly together.ABOUT THE ROLEThe Workplace & Enterprise Services (WES) team is accountable for:- Ensuring our workforce has the right tools and services to be most effective in their workplace. This includes end user devices and operating systems, printing, collaboration tools and conferencing. All of which must work seamlessly and continue to be current and relevant to the business.- The provision of Enterprise Management, Monitoring and Security tools used across the broader AZIT organization, driving availability through proactive, pre-emptive management of our infrastructure.- The Enterprise Service Management platform (ServiceNow), driving and delivery automation and optimization to ensure that our processes are as efficient and effective as possible.- Lifecycle and currency across our infrastructure, including End User, Server and Networks environmentsThe End User Virtualization (EUV) Senior Service Manager is responsible for managing the delivery and support of end-user computing solutions within an organization. This role involves overseeing the development, implementation, and maintenance of virtualization technologies, including virtual desktop infrastructure (VDI) and application virtualization. This will involve all aspects of planning, analysis, design, development, testing and implementation of solutions, and may involve working closely with third party suppliers. The role will also be involved in providing recommendations on enhancements, monitoring the performance and support maintenance of deployed solutions. The EUV Senior Service Manager will adhere to the established AstraZeneca lifecycle methodology and practices and will be familiar with applications/infrastructure that their solutions will impact.Typical AccountabilitiesManaging the day-to-day operations of end-user virtualization services, including troubleshooting, service requests, and incident resolution.Developing and implementing strategies to improve service delivery, including developing and managing SLAs/XLAs with customers and stakeholders.Managing the delivery of EUV services to internal and external customers within the agreed SLAs/XLAs.Developing and implementing strategies to improve end-user computing experiences, including implementing new technologies and services.Ensuring that virtualization technologies are secure and compliant with organizational policies, regulations, and industry standards.Ensuring that services are aligned with business objectives and that they support the organization's strategic goals.Leading cross-functional teams to design and implement end-user virtualization solutions, including working with network and security teams to ensure that virtualization technologies are integrated with the broader technology ecosystem.Managing relationships with third-party vendors to ensure that end-user virtualization technologies are procured, implemented, and supported effectively in line with the OLADeveloping and managing budgets for end-user virtualization services, including tracking expenses and identifying cost-saving opportunities.Providing regular reports on the performance of end-user virtualization services, including metrics related to availability, performance, capacity, and user satisfaction.Education, Qualifications, and ExperienceEssentialRelevant qualifications in IT Service and life cycle managementStrong understanding of IT service management processes and frameworks, including ITIL (Information Technology Infrastructure Library)Evidence of designing, implementation, and integration of innovative IT Systems & ServicesPrior experience in an Information Services/Information Technology environment with good business acumenProven experience of managing relationships with 3rd party suppliersExperience of working within a quality and compliance environment and application of policies, procedures and guidelines.DesirableWell versed in ITIL V4.0 practices and processGood understanding of IT Service Management Processes .Skills and CapabilitiesEssentialExperience in owning and managing Enterprise IT Service Management, including end-to-end lifecycle ManagementGood communication skills supporting joint working with geographically remote colleaguesProven track record of designing, engineering, and supporting enterprise IT servicesDesign and develop tools/applications integration solutionsAbility to interpret and communicate technical information into business languageProven, excellent industry experience and ability to interact effectively and lead technology roadmaps with 3rd parties .DesirableGood commercial awareness and understanding of the external marketDemonstrate initiative, strong customer orientation, and cross-cultural workingExperience in working with IT Infrastructure Technologies, Service Management, Tools & IntegrationExperience in Managing Virtualization Technologies, especially End User Virtualization, including VDI, application virtualization, and remote desktop servicesKnowledge in IT Orchestration & AutomationWHY JOIN US?We’re a network of high-reaching self-starters who contribute to something far bigger. We enable AstraZeneca to perform at its peak by delivering premier technology and data solutions.We’re not afraid to take ownership and run with it. Empowered with unrivalled freedom. Put simply, it’s because we make a significant impact. Everything we do matters.SO, WHAT’S NEXT?Are you already envisioning yourself joining our team? Good, because we’d love to hear from you! Click the link to apply and we’ll be in touch as soon as we can.WHERE CAN I FIND OUT MORE?Our Social Media, Follow AstraZeneca on LinkedInWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.Date Posted 08-May-2024Closing DateAstraZeneca 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.
