Global Mobile Carrier Manager

**Location** Zapopan, Jalisco, Mexico

**Job ID** R-208184

**Date posted** 04/06/2025

Positions are open to Mexican Citizens and official residents of Mexico.
Location: Guadalajara (hybrid)
Strong English skills required
3+ YOE managing relationships with suppliers

**Mobile Carrier Telecommunications industry**

**ABOUT THE TEAM**

The Enterprise Technology Services (ETS) team is accountable for all Infrastructure, Security, IT Operations, and all End User Services and technologies.

This group will ensure that our IT Services are seamless and secure, and that technology is delivered in an efficient, effective, and agile way, with a solid focus on experience.

It’s a dynamic and exciting 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 transforming the roles and work of colleagues, forever.

This is your chance to be part of a team that has the backing to innovate, disrupt an industry, and change lives.

**THIS IS WHAT YOU’LL DO**

The Global Mobile Carrier Manager will lead all Service management activities to ensure that Mobile Carrier Telecommunication services are delivered under Service Level Agreements and business requirements, and new and improved services are developed and implemented without risk to business functions.

The role will also focus on the development and implementation of performance measurement and management mechanisms to drive service improvements and seek opportunities to improve IT’s contribution and value to the business

**Typical Accountabilities**

**Service Management**
- Assess internal and third-party supplier services against relevant Service Level Agreements (SLAs) and customer happiness requirements and lead periodic verifications of supplier counts about consumption of services and associated invoicing
- Manage Service delivery processes including Service Level Management, Financial Management, Capacity Management, Availability Management, and Continuity Management, and ensure that service management tools and processes are implemented by AstraZeneca standards and procedures
- Manage Service management processes, including the design, configuration, and implementation of service components for new and enhanced solutions and services
- Ensure that key service support processes, including Incident Management, Problem Management, Change Management, Knowledge Management, and Release Management, are implemented and effective
- Provide a point of focus for all capacity, availability, and performance-related issues to match IT capacity to agreed business demands ensuring that availability targets in all areas are measured and achieved and that they match or exceed the current and future agreed needs of the business in an efficient manner
- ** Engage with key stakeholders to understand business challenges and identify current and future requirements so that demand for externally provided services is captured, prioritized, and met.**
- Work collaboratively with:

- Integrated assurance to support internal and external assurance activities
- Customer Service managers on the communication of Service Improvement Plans
- Suppliers to develop operational budgets and manage these by supervising spend
- IT organization to support development opportunities for innovation, feasibility, and new service design, ensuring approval for changes and improvements

**Service Performance**
- Lead service performance and cost data gathering from multiple sources (third-party suppliers, Customer Service, and Supplier managers), create service maturity scales and ensure that all operational services performance are measured consistently across IS and that the services and reports meet the needs of the business
- Undertake ongoing review of processes, procedures, and SLAs, influencing modifications and enhancements of supplier services
- Drive performance analysis of Service Introduction, Change Management, Service Level Management, Incident Management, Availability, and Capacity Management projects, and identify trends, issues, and their root causes
- Evaluate the effectiveness and efficiency of support and maintenance services and provide recommendations for savings and improvements
- Analyze suppliers’ performance against SLAs, share outcomes, and drive future SLAs
- Engage in a business partnering fashion with appropriate stakeholders - for example CFIT, local IT as appropriate to role
- Work collaboratively with:

- Customer service and own Service Improvement Plans for major incidents and instances of customer dissatisfaction
- Suppliers (internal or external) to ensure performance to targets within contracts and agreements, while conforming to all of the terms and conditions

**Service Design**
- Design and develop service solutions, technology, processes, information, and measurements to meet documented business requirements and outcomes, ensuring corporate and IT strategy a