Site IT Technical Manager

Key Accountabilities & Responsibilities

• Service Delivery, Performance & Exploitation
• Responsible for the highest levels of user experience and satisfaction for all services delivered into their site including new service introductions.
• Responsible for proactively managing expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and leveraging of effective core IT processes.
• Responsible for service performance levels attainment of locally owned services, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.
• Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle managed in liaison with any local Site/Marketing Company/Commercial Business function.
• Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support daily run of service across the team.
• Acts as an escalation point for high-priority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls.
• Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment. Daily run of OCS services to a set of global standards and operating procedures ensure the service delivered is globally consistent for the site.
• Responsible for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience team aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered at the site are globally consistent.
• Oversee/manage lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at the site to ensure resilience and minimise business risk.
• Support the delivery of asset build/provision services in the site working closely with Direct Channels Lead for relationship with the service delivery partner.
• Support project planning and delivery for site impact and change. Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate niche needs and/or resource.
• Support project delivery of any site footprint changes, including site expansions or reductions and put demand into delivery organisation.
• Ensure IT is carried out in a compliant manner in the site, including asset management, SOx, GxP and IT security, internal and external assurance activities are executed and outputs actioned. Implement global/direct controls and influencing non IT personnel appropriately.
• Promote the use of ETS technology and service catalogue adoption across the site and avoid duplicate or parallel technologies/services introduced locally.
• Service Innovation
• Identify opportunities to automate, consolidate or rationalise IT service delivery in the site in agreement Site IT Technical Lead and then with service owners.
• Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language in the site.
• Work with broad IT community to have a detailed understanding of site roadmap activities and service innovations/new features to support deployment in the site.
• Identify and discuss opportunities to bring non ETS supported Infrastructure & devices to global ETS standards & support scope, e.g. backups, servers, DB’s, networks, end user devices etc. working closely with Site IT Technical Lead.
• Drive a culture of self-service and use of global workflows to drive further efficiencies across the site.
• Leadership & Relationship Management
• Build strong relationships with key stakeholders to ensure our technologies, services and the way we deliver them meet customer needs now and in the future. Represent ETS as required on local leadership teams.
• Manage/support technology partners effectively where local agreements exist to ensure AZ is getting world-class levels of service, benefiting from innovation and continuously improving delivery.
• Be part of a strong local technical team focused on colleague centricity and relationship management, attention to detail, ‘right from me’ attitude and takes end-to-end ownership, convey technical into business process. Continuous learning and training approach.
• Be a key member of local IT Technical Team to ensure you have input to overall service strategy through Lead or Director roles. Conversely ensuring the depth and breadth of the GS&E team responsibilities is understood by all roles in a site and they know who to go to for help.

Essential Skills & Experience required

• Minimum of a Bachelor’s degree is required
• Minimum of 5 years of relevant experience is required.
• A passion for delivering world-class service continually challenging in pursuit of the user experience and striving for improvement performance.
• Experience in a Service Manager role, with a proven track record of owning, being accountable and running an IT Service/Platform/Tools in medium-large organisation.
• Fluent in English written and spoken, second language beneficial but not essential.
• Strong experience in the Bio/Pharma or Retail industry for service
• Strong experience of service delivery and exploitation
• Strong technical understanding across a range of technologies/domains.
• Excellent communication and engagement skills and a proven relationship management professional
• Strong stakeholder skills to manage local negotiations, expectations and resolutions.
• Strong influencing, networking and team working skills
• Strong experience working in a standards/governed/compliant environment
• Strong working knowledge of ServiceNow ITSM Toolset or similar.
• Proven experience managing local vendors, contracts, renewals, RFP activities.
• Leader and team player – sets example for team or coaches others, effective collaboration across your region with your peers.
• Experience managing, developing teams with an open, honest, accountable and collaborative team environment.