Site IT Technical Manager

hace 2 semanas

Barcelona, España AstraZeneca A tiempo completo

The purpose of the Site IT Technical Manager role is to lead or support a local small team of skilled & specialist IT professionals who will deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their site. The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisation, their operations, SPOC and engagement ways of working. In liaison with Site IT Technical Lead and service capability owners they will document the technical landscape of the site ensuring its current and future performance will meet business need.

They will document the workforce requirements to enable effective delivery of world-class services including a thorough appreciation of the impact from IT on business critical activities for their site, including CMDB data. They will represent Site IT Technical team via a network of site stakeholders and site Leadership Team. Where relevant they will have support or be responsible for consistent delivery of AskIT, Onsite & VIP services for their site. Where relevant they will have support or be responsible for consistent delivery of OCS Specialist Services directly aligned to the overall Operations IT & Onsite service strategies.

They will be responsible for the proactive engagement and adoption of technologies by the local workforce and distribution of relevant communication and training in liaison with Service Owners/providers. They may manage other locally sourced or specific services for their site and will ensure management of local contracts. They will ensure local IT team in their site/remit is fully informed and engaged regularly to support a globally consistent approach to services.

**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. Work with required teams and Service Improvement Lead on Site SIPs as required to increase satisfaction and Pulse scores.
- ** 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.
- ** **O**versee/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.
- ** Partner with IT Quality Management & IT Security** exp

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