**Job Title: Service Insights & Improvement Manager**
**Career Level - E**
**Introduction to role**:
Join a team with the backing and investment to win! The purpose of IT Service & Experience (IT S&E) is to drive customer experience improvements across our IT services and to ensure our end to end services are as effective and as efficient as possible across IT to meet business needs. It's key we drive customer experience and drive improvements so our IT service and processes are as simple and efficient as possible to meet current and future needs of the business, and working across the IT teams in Applications and Infrastructure to improve end to end performance is key. Leveraging insights and analytics to prioritize and benchmark is key.
**Accountabilities**:
In this role of Service Insights & Improvement Manager, you'll need to collaborate with Service, Process and Technical teams from across AZIT to identify and deliver improvements, and also to help develop and instil a CSI mindset and way of working. The core accountabilities for the role include governing and managing the delivery of ETS/IT S&E initiatives, providing the visibility, structure, plans and tracking of implementation to maximise the customer experience.
**Essential Skills/Experience**:
- Significant experience of IT Service Management, working with an enterprise ITSM toolset (ideally ServiceNow)
- Significant experience in delivering project and customer change with IT Services.
- Proven ability to review and process disparate sets of data to produce findings (including reports and insights), make decisions, propose, communicate and deliver on agreed recommendations
- Strong capability to communicate complex information to different teams and/or senior leadership, and ability to visually represent complex data clearly, meaningfully and in a way appropriate to the audience
- Proven ability to be able to plan, track and report on progress, working across wider IT teams.
- Experience of working in a customer service capacity, with a strong focus on customer experience through driving service improvements across dispersed teams.
- Delivered improvements across IT organisations that they are not direct line reports i.e. strong influence and impact with key stakeholders.
- Experience of LEAN practices to focus on quality and speed of delivery.
- Strategic thinker, self-starter, with innovative ideas and solutions for service excellence.
Desirable Skills/Experience:
- Excellent working knowledge of the different ITIL Processes
- Strong Project Management and co-ordination
- Ability to work across IT Functions and Services to plan and deliver Change to improve customer service
- Familiarity of working in an international, multi-time zone support environment.
- Fluent in English written and spoken
- Strong written and verbal communication skills.
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. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
At AstraZeneca, we're not just about treating diseases - we're about disrupting an entire industry. Our work has a direct impact on patients, transforming our ability to develop life-changing medicines. We empower the business to perform at its peak and lead a new way of working, combining cutting-edge science with leading digital technology platforms and data. All with a passion to impact lives through data, analytics, AI, machine learning and more. Join us at a crucial stage of our journey in becoming a digital and data-led enterprise. Make the impossible possible by building partnerships and ecosystems, creating new ways of working and driving scale and speed to deliver exponential growth.
