Associate Director, Service Management - 15 months fixed term contract
Associate Director, Service Management - 15 months fixed term contract
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Job Description
Why AstraZeneca
At AstraZeneca we turn bold ideas into lifechanging medicinesand we know that great science needs great workplaces. Behind every breakthrough is an ecosystem of digital services that keep our campuses connected efficient and inspired.
Are you a productminded service leader who can balance rocksolid operations with continuous innovation Do you thrive at the intersection of process data and user experience Can you translate customer insights into elegant ServiceNow solutions that free scientists to focus on discovery If so your next challenge awaits.
Were offering a 15month maternity cover (to allow for a longer handover) within our visionary Site Operations team for an Associate Director Service Management Workplace Service Delivery. From one of our BioPharma COO sites youll guide a mature yet constantly evolving ServiceNow WSD platform stewarding stability while driving optimisation across our Cambridge Gothenburg and Warsaw campuses.
Role Context:
As product owner and service lead for ServiceNow Workplace Service Delivery (WSD) across our BioPharma COO sitesCambridge Gothenburg and Warsawyou will ensure the platform runs smoothly daytoday while continuously unlocking new value through automation analytics and userfocused enhancements.
You hold endtoend delivery accountability for these three campuses: shaping the backlog prioritising improvements guiding releases through change governance and measuring outcomes. In parallel you will act as an expert adviser to non-BioPharma COO locations promoting alignment without direct delivery responsibility.
Your leadership will directly influence how thousands of scientists and support teams request receive and track workplace services driving efficiency satisfaction and datadriven decisionmaking in a highprofile R&D environment.
Key Accountabilities:
Own & Operate
Own the WSD product backlog for Cambridge Gothenburg Warsaw and Macclesfield prioritising user stories enhancements and defect resolution in partnership with Site Operations and Global IT.
Lead test management activitiesdevelop test strategies author and execute scripts manage defect triage and ensure traceability across BAU releases and project deployments.
Maintain platform stability and performance shepherding all changes through ServiceNow change & release governance.
Optimise & Scale
Collaborate with site SMEs to refine processes automate workflows and drive selfservice adoption.
Design and deliver KPIdriven reports & dashboards that transform metrics into actionable insight.
Shape and execute a crosssite WSD roadmapbalancing BAU excellence with a significant expansion agenda that will introduce new usecases AIdriven capabilities and dataled decision making over the next 1218months.
Identify and realise efficiency opportunities cost savings and userexperience improvements.
Influence & Lead
Drive business change activitiesconduct change impact assessments prepare business readiness plans define cut over strategies and champion adoption.
Engage and orchestrate a wide matrixed stakeholder network: business analysts project managers architects data specialists and supplier resources ensuring alignment and timely delivery.
Provide subject matter expertise and informal coaching to non-COO while not holding delivery accountability.
Act as primary contact for vendor support licensing and contract performance relating to WSD.
Prepare and present progress updates business cases and benefit realisation reports to senior stakeholders up to VP level.
Essential for the role:
ServiceNow leadership 3years as a product owner or service manager for Workplace Service Delivery (or closely related modules) delivering both BAU excellence and project outcomes.
Test management able to set test strategy write & execute scripts coordinate defect triage and maintain traceability through change and release cycles.
Businesschange expertise experienced in changeimpact assessment readiness planning cutover management and driving adoption across multiple sites.
Analytics & reporting advanced ability to design KPIdriven dashboards (e.g. ServiceNow Performance Analytics) that turn data into clear actionable insight.
ITIL/ITSM proficiency practical application of servicemanagement processes in complex highly regulated environments.
Stakeholder orchestration skilled at aligning BAs PMs architects suppliers and senior sponsors across geographies and cultures.
Influential communication clear confident and resilient in matrix organisations capable of translating technical detail into compelling narratives.
Desirable:
ServiceNow ITILv4 certification or equivalent servicemanagement accreditation.
Experience leading various upgrade projects both significant and a backlog of CI.
Familiarity with Agile delivery methodologies and tools (e.g. ServiceNow PPM Jira).
Knowledge of facilities or workplace management processes within pharmaceutical or R&D settings.
When we put unexpected teams in the same room we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect work at pace and challenge perceptions. Thats why we work on average a minimum of three days per week from the office. But that doesnt mean were not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
Are you ready to make a difference Apply today and join us in our mission to push the boundaries of science to deliver life-changing medicines!
Where can I find out more
Our Social Media Follow AstraZeneca on LinkedIn AstraZeneca on Facebook AstraZeneca on Instagram Posted
24-Jun-2025Closing Date
01-Jul-2025Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion starting with our recruitment process. We welcome and consider applications from all qualified candidates regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations please complete the section in the application form.Required Experience:
Director
Employment Type
Full-Time
Key Skills
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