Service Insights

hace 2 meses

Guadalajara, México AstraZeneca A tiempo completo

**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.

  • Service Designer

    hace 2 meses

    Guadalajara, México APTO INNOVACION A tiempo completo

    Buscamos a un **Service Designer** quien nos ayude a realizar investigación con el objetivo de utilizar los aprendizajes y plasmarlos en el diseño de servicios y productos digitales. Se espera que a partir de un proceso de consultoría basado en Design Thinking pueda entender los objetivos de negocio y de usuario para sentar las bases para diseñar...

  • Service Designer

    hace 4 días

    Guadalajara, Jalisco, México APTO INNOVACION A tiempo completo

    Buscamos a un Service Designer quien nos ayude a realizar investigación con el objetivo de utilizar los aprendizajes y plasmarlos en el diseño de servicios y productos digitales.Se espera que a partir de un proceso de consultoría basado en Design Thinking pueda entender los objetivos de negocio y de usuario para sentar las bases para diseñar productos...

  • Inter Customer Service

    hace 4 semanas

    Guadalajara, México Jabil Circuit A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 250,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design...

  • Inter Customer Service

    hace 4 días

    Guadalajara, México Jabil Circuit A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 250,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design...

  • Customer Service Representative

    hace 3 semanas

    Guadalajara, México Helpware A tiempo completo

    In the role of a Customer Service Representative, you will address a variety of customer inquiries in a personalized, friendly, and informative manner, ensuring an exceptional customer experience. **Primary Responsibilities**: - Become an expert on the product, knowing all the specifics of its functioning. - Address customer inquiries, troubleshoot...

  • Customer Service Representative

    hace 4 días

    Guadalajara, Jalisco, México Helpware A tiempo completo

    In the role of a Customer Service Representative, you will address a variety of customer inquiries in a personalized, friendly, and informative manner, ensuring an exceptional customer experience.Primary Responsibilities: Become an expert on the product, knowing all the specifics of its functioning.Provide first-level support to customers via email and/or...

  • Customer Service Representative

    hace 4 días

    Guadalajara, Jalisco, México Helpware A tiempo completo

    In the role of a Customer Service Representative, you will address a variety of customer inquiries in a personalized, friendly, and informative manner, ensuring an exceptional customer experience.Primary Responsibilities: Become an expert on the product, knowing all the specifics of its functioning. Address customer inquiries, troubleshoot problems, and...

  • Customer Service Representative

    hace 4 días

    Guadalajara, Jalisco, México Helpware A tiempo completo

    In the role of a Customer Service Representative, you will address a variety of customer inquiries in a personalized, friendly, and informative manner, ensuring an exceptional customer experiencePrimary Responsibilities: Become an expert on the product, knowing all the specifics of its functioning. Address customer inquiries, troubleshoot problems, and guide...

  • Csr - Customer Service Representative

    hace 3 semanas

    Guadalajara, México ROHM Semiconductor USA, LLC A tiempo completo

    ROHM Semiconductor USA, LLC has an immediate opening for a motivated, detailed Customer Service Representative to become part of our Customer Service Sales Support team. We are seeking those with junior to mid-career level experience who enjoy working in a fast-paced environment. The qualified Customer Service representative will be responsible for...

  • Customer Service Representative

    hace 4 días

    Guadalajara, Jalisco, México Helpware A tiempo completo

    In the role of a Customer Service Representative, you will address a variety of customer inquiries in a personalized, friendly, and informative manner, ensuring an exceptional customer experience. Primary Responsibilities:Become an expert on the product, knowing all the specifics of its functioning.Provide first-level support to customers via email and/or...

  • Azure DevOps

    hace 4 semanas

    Guadalajara, México Manpower Mexico A tiempo completo

    Preferred experience: Azure PAAS – (Profile remains Azure DevOPS with PaaS service experience). Kubernetes services Application gateway APIM Front door KV troubleshooting skills and monitoring tool experience. DevOps – Jenkins, Azure, Docker , GitHub Azure Application Insights/Log analysis

  • Azure DevOps

    hace 4 días

    Guadalajara, Jalisco, México Manpower Mexico A tiempo completo

    Preferred experience:Azure PAAS – (Profile remains Azure DevOPS with PaaS service experience).Kubernetes servicesApplication gatewayAPIMFront doorKVtroubleshooting skills and monitoring tool experience.DevOps – Jenkins, Azure, Docker , GitHubAzure Application Insights/Log analysis

  • Azure DevOps

    hace 4 semanas

    Guadalajara, Jalisco, México Manpower Mexico A tiempo completo

    Preferred experience:Azure PAAS – (Profile remains Azure DevOPS with PaaS service experience).Kubernetes servicesApplication gatewayAPIMFront doorKVtroubleshooting skills and monitoring tool experience.DevOps – Jenkins, Azure, Docker , GitHubAzure Application Insights/Log analysis

  • IT Analyst Service Desk Agent

    hace 3 semanas

    Guadalajara, México Jabil Circuit A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 260,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design...

  • IT Reporting Analyst

    hace 2 meses

    Guadalajara, México AstraZeneca A tiempo completo

    AstraZeneca is a global, science-led, patient-focused pharmaceutical company that focuses on the discovery, development, and commercialization 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. As a high-performing team, we are united and motivated by our...

  • IT Analyst Service Desk Agent

    hace 4 días

    Guadalajara, Jalisco, México Jabil Circuit A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 260,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design...

  • Cash Application Associate

    hace 2 meses

    Guadalajara, México Panduit A tiempo completo

    At Panduit, Our People Make the Difference. Their unique insights and perspectives fuel our innovation and help our customers discover more and better ways to connect with and for the people they serve. We are looking for people who are curious, insightful, collaborative, and committed to building a sustainable and connected world. Supports accounting...

  • FInance Process Manager

    hace 4 días

    Guadalajara, México Michael Page A tiempo completo

    Establish robust GBS capabilities in service design, customer experience (CX), transition, business process management (BPM), and Finance operations. Leverage best practices in Finance process architectures, GPO roles, and SAP related processes, including expertise in areas like Requisition to Pay, Record to Report, and Quote to Cash. Foster partnerships...

  • Intern - Customer Service Rep

    hace 3 semanas

    Guadalajara, México Jabil Circuit A tiempo completo

    At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. With over 260,000 diverse, talented and dedicated employees across 100 locations in 30 countries, our vision is to be the most technologically advanced and trusted manufacturing solutions provider. We combine an unmatched breadth and depth of end-market experience, technical and design...

  • Manager, Email Marketing And Deployment

    hace 4 días

    Guadalajara, Jalisco, México Sermo A tiempo completo

    Healthcare is complicated, but it doesn't have to be. 550+ employees, 9 countries, and 1 mission - to amplify the voice of physicians and improve global healthcare. This is where you come in. Helping unite physicians across the world to improve patient outcomes—and even save lives— is an incredible feeling. Join us What we're about: Community: with 20+...