Senior Engineer

hace 2 semanas

Guadalajara, México AstraZeneca A tiempo completo

**Leverage technology to impact patients and ultimately save lives**:
**ABOUT ASTRAZENECA**:
AstraZeneca 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 TEAM**:
It’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 ROLE**:
As global Conferencing Technology Associate Service Manager you would be responsible for the service run, business representation and life cycle for key Conferencing capabilities ensuring that our current services, along with future capabilities, are run effectively in line with AZ IT’s digital, sustainability and customer focused agenda.

This exciting, diverse role represents the expansion of the Conferencing services team as we begin to change core Conferencing technologies and underpinning service models to establish new Workplace technology standards for AstraZeneca. As an associate service manager, you will be driving alignment and consistency for the governance of key IT Service Management (ITSM), service tier reporting, risk process along with vendor performance management so all Conferencing services represent a valued, high-quality customer experience that address current and future business needs.

**Role and Responsibilities**
- Develop Service wide demand management tools and processes that enable smooth running of our Conferencing and Virtual Meeting business services"
- Ensure all demand requests via relevant channels are maintained and monitored so that all customer requests are handled within appropriate SLA and allocated across the team based on availability
- Working with key suppliers ensure all project demand is recorded and tracked and work to implement appropriate dashboard for live, pending and postponed projects to enable forecasting for the year
- Provide reporting on key areas within service to proactively identify and forecast peaks in demand so that they can be managed accordingly. Recommend renewal scope for license consumption based upon business usage and requirement
- Ensure all metrics and service data is delivered on time to appropriate channels
- Liaison with colleagues across ETS for progress against agreed project work you're doing such as Best Practice, Training and Communications
- Document SOPs and knowledge sharing material for use across Conferencing teams
- Work on internal communications to build profile of team across internal channels such as Nucleus and Workplace

**Service, Demand and Supplier Management**
- Represent customer experience across Conferencing services
- Drive the adoption of Conferencing technologies across region and support simplification of demand, design and deployment of services
- Manage key local suppliers and their services to ensure quality, value for money and consistency
- Ensure close partnership with global Service Managers, operational Leads and technical teams to aid prioritization, service improvement and lifecycle of services
- Represent Conferencing & wider services at a senior level for critical issues into appropriate global Service Manager
- Consolidate global data and reporting requirements across services to find opportunities for delivery by Operations and Service
- Build consistency of services within region; developing regional demand forecasts for team & service development with ongoing alignment with colleagues in service, technical and operational roles.
- Manage internal stakeholder requirements and where needed challenge thinking around adoption of new, emerging technology and importance of global architecture, engineering standards
- Ensure global demand process adhered to for all new and in-service improvement requests

**Stakeholder & Communications**
- Communicate roadmap and development for aligned Conferencing services and co-ordinate engagement across sites in partnership with multiple IT & business teams
- Take ownership of services in major incidents to ensure coordination across parties, effective communications and collaborator management
- Build regional network with business (non-IT) colleagues, key suppliers and local site contacts. Facilitate creation of process, work instructions or service agreements as required
- Very strong senior leadership engagement, communication and management experience

**Essential Skills and experience**
- Good experience of developing and managing relationships with both customers and suppliers
- ITIL V3 Founda

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