IT Service Manager, Delivery Lead

**Key accountabilities**
- Delivery of end-to-end Application Services through the operational management of the AZ Chennai & Guadalajara Application Maintenance & Engineering teams, other internal teams and third-party suppliers across the service management disciplines
- Responsible for all aspects of team management including Planning, Recruitment, Skills Development, upskilling, reskilling, cross utilisation and performance development.
- Work in Partnership with Solution Leads, Delivery Leads, Platform Leads, Project Managers & IT Business Partners to deliver Application Lifecycle plans that align to IT roadmaps and business priorities.
- Evangelize the adoption of DevOps tools, platform ways of working and capabilities within the business and IT community
- Identify cross-team dependencies early in the Project life cycle
- Maintains Technical roadmap, working with Change Management teams to identify system and technical environment changes that may impact the project.
- Act as business continuity champion for a seamless transition & business resilience between the Global Innovation & Technology Centres in Chennai & Guadalajara.

Primary Responsibilities
- Responsible for the delivery of IT services to the agreed E2E service levels (SLA)
- Ensures that the IT Service Delivery Framework is adhered to by support
- Has the primary responsibility for Capacity Management.
- Has primary responsibility for maintaining and updating all documentation associated to the service throughout its lifecycle.
- A key stakeholder in accepting the service into live operation through the Service Introduction Process
- Inform the Technical lead and IT Programme manager of any issues that may affect any other areas of the Project.
- Ensure any defects and performance problems discovered in testing are resolved.
- Design the workflow user interfaces for each business process activity requiring human interaction.
- Focus on people development, evaluating resource performance and making decisions on pay, hiring, training and other personnel actions.

Secondary Responsibilities
- Provides estimates and Works Order for the development work required in a project
- Receives Work Packages from the IT Project manager and gives the project manager regular Checkpoint Reports.
- Work closely with infrastructure lead and Architects to eliminate any roadblocks or resolve issues
- Ensure adherence to all quality and standards. Including Architecture, Software, Coding, Web and Security Standards,
- Works with IT Programme Lead to develop and/or review estimates and estimating assumptions for the Project’s schedule
- Responsible for delivering the components of the Service Acceptance Criteria as part of the Service Introduction deliverables
- Works with suppliers and third parties to resolve any technical issues that AstraZeneca IT is responsible for.
- Create client presentable slides, videos and case studies.
- Has a supporting responsibility for Decommissioning, Executing the Process and completing the decommissioning activities throughout the technology stack
- Has supporting responsibility for the DR testing and co-ordinating associated activities across the eco system.
- Experience working with JIRA, Service Now and Automated Testing tools (Jenkins, Bamboo, JIRA, Confluence, CI CD tools - Ansible, etc)

**Education, Experience, Skills and Competencies**
- Computers Science & Engineering Degree
- Overall 10+ years of hands-on Application Support & Engineering experience
- 5+ years relevant experience as Technical Lead & Delivery Manager roles
- ITIL certified and / or relevant experience
- Knowledge on tools and technologies that support Finance, HR and Legal business functions

(Cloud/SaaS service integrations, Packaged software management/software vendor management, Bespoke software management)
- Experience of working in agile teams using methodologies such as SCRUM and SAFe
- Experience with Monitoring tools like Splunk and AppDynamics
- Should have experience in a validated environment and aware of GxP & SOx requirements.
- Evidence of shaping innovative solutions that have a major impact within the business area and organisation
- Excellent communication and interpersonal skills.
- Experience working in a globally distributed team & expected to manage 10+ member team
- Able to grasp and understand new technological trends / concepts
- Technology stack (.NET, Java, Oracle ADF, Spring boot, ServiceNow, Mulesoft & CI/CD DevOps tools)

Why AstraZeneca?

At AstraZeneca when we see an opportunity for change, we seize it and make it happen, because any opportunity no matter how small, can be the start of something big. Delivering life-changing medicines is about being entrepreneurial - finding those moments and recognising their potential. Join us on our journey of building a new kind of organisation to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering cutting edge m