Job Title - Director - Service Design Excellence
Career Level - F
About Astrazeneca
AstraZeneca is a global, science-led, patient-focused biopharmaceutical 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. At AstraZeneca we’re dedicated to being a Great Place to Work.
Who we are:
The Global Business Service (GBS) team sits within Finance at AstraZeneca and is a dynamic and results-oriented environment and provides a range of enterprise-wide services. We dare to change the way we work by freeing up the business to push the boundaries of science to deliver life-changing medicines. We aim to do this by freeing up time, freeing up money, protecting AZ’s value and providing new capabilities.
What we do:
A trusted partner to the business, we’re on a mission to make AstraZeneca more agile, efficient and effective. Through our hybrid model of in-house delivery centers and service towers across the globe, we’re reimagining how we work. Here we drive new ways of working and operating models, process simplification and innovative solutions, whilst ensuring that automation and data is at the heart of everything.
How we do it:
Be part of a team building a community. We interact with diverse cultures and perspectives and are united by our sense of belonging. This is the place to learn and grow together.
Why we love it:
- As a growing multi-national company, there’s so much potential to develop. Accept opportunities at a global business that’s facing new and varied challenges. This is the place to build an exemplary, international CV.
- A fun place to be, we’re creating community hubs that build partnerships, not just working relationships.
- We’re on an exciting journey to take our team to the next stage. This is the place to leave a legacy behind.
About the role
Director, Service Design Excellence The role’s primary focus is to support a project and/or service tower lead to fully define and document the new service using the GBS shared service transformation playbook and service management framework. They are expected to deliver business goals including service experience excellence, cost optimization, internalization of capabilities and providing a framework to supervise the same. One of the role’s key success factors is to provide key collaborators industry leading customer experience through having effective customer experience strategy; customer centric attitude; leading processes, performance management framework, quality framework and service culture by building focused capabilities bringing to bear brand new practices and solutions.
The role will be required to work across the functions and partners to implement solutions and processes identified using a framework and strategies to maximise positive outcomes for business customers. The role would work with GBS Leadership and project leadership to ensure the vital solutions and actions are not only identified, but also seen to completion
Attitude
- Own your success - Demonstrates leadership and is accountable for driving team performance; Inspires teams to evaluate and enhance delivery of Business outcomes; Models safe and ethical work practices and a culture of transparency
- Be curious - Encourages a culture of curiosity across teams; Ensures the delivery and improvement of digital solutions to benefit customers; Supports the team to try new technologies, fail and learn fast and implement solutions at pace
- Digital first - Keeps up to date with digital innovation and seeks digital solutions for problems, Encourages the team to deliver creative digital solutions
- Tolerance to Ambiguity Strong tolerance to ambiguity, willingness to adapt to change, willingness to speak up and do the right thing for the organization
Typical Accountabilities & Capabilities
- Consultative partner in shaping service line strategy and identifying service build roadmap for different capabilities
- Own a Service Design strategic approach and methodology for GBS and drive service design principles as part of core deliverables through architecture and project or programme staff. Continue to apply strong service acceptance criteria and standard methodology for new service introduction or existing service change or transition to aim high on experience.
- In line with project plans, lead the design of the operating model to forge partnership and collaboration between various functions/teams to improve customer experience while delivering services, considering policy and process, data, technology, organisation, people and performance measurement.
- In line with project plans, lead the design of the Service Management Framework for processes and activities transferring into GBS.
- Mentor and coach SMEs, transition managers and global program leads to improve their effectiveness and achieve better results
- Work in partnership with project SMEs to ensure appropriate content knowledge is applied throughout the design process.
- Collaborate with service delivery lead in the development and review of the service operating model, helping to optimize service delivery and improve customer NPS
- Own and drive a culture of information sharing (How To or Technical Know-how) and knowledge management to truly enable setting up of new service
- Ensure all designs are documented to a high standard and approved in line with project and GBS governance structures.
- Keep up to date with external trends and insights, ensuring standard methodology is considered in AZ GBS design work.
Technical Capability
- Extensive knowledge and experience of shared service projects in a design capacity across all elements of an operating model and service management framework.
- Solid understanding & experience with project management planning & portfolio tooling (MS Project, Clarity) and promote Agile values and principles.
- Experience and knowledge of organizational change principles/methodologies, be process oriented, data driven, be strategic and see beyond numbers and sees patterns / trends
Business Capability
- People & Business focus – all designs and decisions clearly aligned to business need and organization strategy
- Collaborator management – ability to align, engage, collaborate, co-create with, and influence, key Business stakeholders. Uses partnering, basic consultancy skills and a ‘coach approach’ to build trust. Is continually enhancing skills in active listening, influencing, facilitation and communication
- Outstanding verbal and written communication skills to interact with functional and technical colleagues, and end users, with a passion for customer service
- Excellent problem solving and Business analysis skills: timeline planning, requirements definition and documentation, test planning, deployment approaches
- Ability to accurately collect information to understand and assess the clients’ needs and situation. Adept documentation abilities, with experience in preparing Business requirements,
- supporting documentation, test scripts and meeting notes
- Experience of supplying to great customer experiences – bringing to bear design thinking and service-centric design methodologies
Education, Qualifications, Skills and Experience
Essential
- Master’s degree with at least 10-12 years relevant experience with proven track record of successfully driving customer experience
- Preferred from Management consulting, Outsourcing or Pharma GBS background
- About 15+ years in leading Innovation, Service Management, Organisational change and facilitation/coaching experience in an international environment
- Ability to communicate and influence across different levels in the organisation
- Engaging and collaborative way of working
- Adept at working on multiple concurrent projects without? supervision
- Microsoft Office skills, extensive understanding / experience using Excel and data visualisation and presentation skills
- Enterprising demeanor & innovative mindset
- Strong written and verbal communication skills
- High level of proficiency with common business applications (Excel, Visio, Word, PowerPoint)
Desirable
- Professional certification in GBS, Design thinking
- Knowledge and experience of Enterprise shared service and service design
- Capable of prioritising and delivering multiple assignments
- Experience of working in a global organisation with complex/geographical context
- Pharmaceutical or service business awareness/business proven experience
- Experience and ability to build, manage and motivate a complementary team
- Black Belt / Six Sigma certified.
WHY JOIN US?
We’re a network of high-reaching self-starters who contribute to something far bigger. We enable AstraZeneca to perform at its peak by delivering premier technology and data solutions.
We’re not afraid to take ownership and run with it. Empowered with unrivalled freedom. Put simply, it’s because we make a significant impact. Everything we do matters.
SO, WHAT’S NEXT?
Are you already envisioning yourself joining our team? Good, because we’d love to hear from you! Click the link to apply and we’ll be in touch as soon as we can.
WHERE CAN I FIND OUT MORE?
Our Social Media, Follow AstraZeneca on LinkedIn https://www.linkedin.com/company/1603/
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
Date Posted
09-Jan-2024
Closing Date
AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.
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