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Campus IT Manager

AstraZeneca

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Job Details

Location: 12th Floor, Block N1, Manyata Embassy Business Park, Rachenahalli, Outer Ring Road, Gandhi Nagar, Kadugondanahalli, Bangalore, Bangalore, Karnataka, India, 560045 Posted: Sep 07, 2021

Job Description

At AstraZeneca we believe in the potential of our people and that you’ll develop beyond what you thought possible. We make the most of your skills and passion by actively supporting you to see what you can achieve no matter where you start with us. AstraZeneca is a global, innovation-driven bio pharmaceutical business that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. AstraZeneca is one of only a handful of pure-play bio pharmaceutical companies to span the entire value chain of a medicine from discovery, early- and late-stage development to manufacturing and distribution, and the global commercialization of primary care, specialty care-led and specialty care medicines that transform lives. Our primary focus is on three key areas of healthcare: Cardiovascular and Metabolic disease (CVMD); Oncology; and Respiratory, Inflammation and Autoimmunity (RIA). We are also active in the Infection, Neuroscience and Gastrointestinal (ING) disease areas. The Enterprise Technology Services Team is accountable for all Infrastructure, Security, IT operations, and end-user services and technologies. This group ensures our IT Services are seamless and secure and that technology is delivered efficiently, effectively, and agile with a strong focus on the experience. The Global IT Service and Experience (GS&E) team ensure our workforce is as effective as possible in its use of technology through design, education, communication, and seamless contact channels to meet our diverse workforce needs and current and future business change. This includes IT Operations managing incidents, problems, and Changes for IT, self-service, service desk, on-site support, and virtual assistant technologies. They are committed to delivering excellent customer service, focusing on strengthening the experience and ensuring it is a critical element in solutions and services. They will create a one-IT culture and environment to focus on moments that matter for our colleagues. They will own ETS's optimization and sustainability initiatives, so we continue to add value and deliver our sustainability agenda. The function is global in scale, with resources across six continents. The Campus IT Team is responsible for the excellent delivery of IT services for users in a Site, Country, or Region and works closely with the global service teams and their customers to ensure current and future IT Infrastructure and Support services meet business needs. The Campus IT team ensures IT services are delivered effectively through excellent front-line services, proactive customer engagement, and effective communication. They will also provide a rapid response to any critical issues and drive initiatives to ensure a robust and resilient overall IT service, working with key suppliers and other IT teams. Campus IT Team represents IT Services at a site and within Customer-Facing IT service reviews. The role-holder will be knowledgeable and experienced with a broad range of IT Infrastructure technologies and services and have extensive experience with IT service delivery and team leadership. The Campus IT Manager Bangalore is responsible for delivering the services to India's AstraZeneca Commercial business unit. The role is based in the AZ Bangalore Head Office. Key Accountabilities

  • The role has overall accountability for delivering Workplace IT services (Deskside Support, End-User devices, on-site services (incl IT engineering), Training, Awareness, and use for Commercial staff.

  • Monitor and drive performance of AZ IT Support team provision of local IT services

  • Provides technical leadership to IT resources and vendors, delivering Workplace IT services to the India Commercial business unit.

  • Takes ownership of and drives service improvements, provides resource and technical input to IT projects as appropriate. At times will deliver IT projects and improvements as required.

  • Champion the IT effectiveness and IT experience for Commercial users

  • The role will work with the Global IT Capability teams and report to the Country Campus IT Lead with dotted line reporting to the India IT Head.

Candidate Knowledge, Skills & Experience

  • Responsible for Site IT Management for Commercial India, providing leadership and a point of accountability for Infrastructure & Operations services

  • Lead a team of IT Specialists and Service Managers responsible for delivering IT services and technology to agreed Service Levels and customer satisfaction requirements.

  • Provide leadership and input to the implementation of Service Improvement Plans. Manage the performance and monitor progress.

  • Work with Regional and Global workplace teams to establish and provide a responsive, customer-focused Workplace IT service in Commercial India

  • Acts as a key escalation point for high-priority service level failures and drives the resolution of issues in line with AstraZeneca business-critical priorities working closely with the AZ Operations Center.

  • Work with Acceptance to Service managers to ensure that plans are in place for transitions into service according to agreed standards and procedures

  • Manage budgets for the service area and feedback information to IT Financial Management process and provide input to the Commercial India Capital budget.

  • Liaise with Customer Facing teams to oversee customer satisfaction levels and assure that identified issues are addressed – escalating as appropriate.

  • Interact with Customer Facing teams to drive the implementation of effective communications with regards to service-related matters.

  • Ensure internal and external assurance activities are executed and review outputs, including compliance with firmwide asset management and data sanitization policies.

  • Govern the IT asset management process for Commercial India

  • Manage local IT vendors delivering IT services to AZ Commercial India and ensure that service delivery performance to SLAs is analyzed and the data used to benchmark future SLAs

  • Work across IT functional boundaries to present a coordinated, consistent service delivery into AZ business.

  • Oversee the delivery of IT infrastructure projects for AZ Commercial India and provide last-mile delivery to successfully implement global projects or service improvements in Commercial India.

  • Review/Prepare Daily, Monthly, and Quarterly Ticket analysis reports, Trend reports, and Hardware failure report & CSAT.

  • Should have excellent communication skills and coordination skills

  • Manage IT hardware asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.

  • Responsible for ensuring the accuracy of the data in the asset management system.

  • Identifying and implementing opportunities to improve and optimize IT Asset Management processes

  • Generate IT Asset Reports as required to stakeholders and business areas

  • Work with the team to drive continuous improvement to all asset management processes and procedures and seek opportunities for synergies and collaboration with other teams such as Procurement and Finance in Commercial India

  • Responsible for site AskIT, On-site support & Desk to Desk support.

  • When required, represent Commercial India IT on global teams

  • Minimum 8 Years of experience.

Job Dimensions

  • The position will report to the Campus IT India Lead, with a dotted line reporting to the India IT Head.

  • The Key stakeholders: India Commerical Business Units, Operations IT Lead

  • The position leads a team of 10+ third-party staff.

Others

  • Occasional travel - Domestically.

Work Location - BangaloreWhy AstraZeneca? At AstraZeneca we’re dedicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning, growth and development. We’re on an exciting journey to pioneer the future of healthcare.So, what’s next?

  • Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you.

  • Are you ready to bring new ideas and fresh thinking to the table? Brilliant! We have one seat available and we hope it’s yours.

  • If you’re curious to know more then please reach out to (contact person) We welcome with your application.

About AstraZeneca

AstraZeneca, a global pharmaceutical company, discovers, develops, manufactures and markets prescription medicines.

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