Global Command Centre Director


Royston/Macclesfield (UK), Gaithersburg/Wilmington (USA), Gothenburg/Sodertalje (SWE)


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 strong focus on experience. It’s a dynamic and challenging 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.


The role of the IT Command Centre Director is to set the strategic direction for the service and lead a team of IT professionals focused on AZ IT service continuity for our business. They will do this through use of technologies providing observability, proactive monitoring and alerting to manage the health and availability of the IT infrastructure, applications and services. The Command Centre team will prevent the occurrence of unplanned outages and predict/spot anomalies through use of tools, data and alerts that can enable preventative action and minimise business disruption. The role holder will also own and govern the IT Service Management processes of Incident, Major Incident, Event and Problem Management.


The Command Centre Director will have accountability for service delivery in all Command Centre areas, including:

  • Service Operations: run IT Command Centre enabling service continuity via capture of events through monitoring tools and processes; coordinate event response across all technology solutions and environments. Ensure proper issue escalation and effective incident resolution with right urgency, quality, people and communication. Work with Change & Release to see view of expected change, known impacts and ability to react quickly. Drive a culture of information usage, accuracy and quality data in the CMDB enabling improved resolution. Plan and execute BCP activities.

  • Major Incident: Own and run effective and efficient ‘war room’ engagement for Major Incident to return to normal service as quickly as possible, ensuring accountable and responsible parties are on point including vendors. Publish a strong Major Incident Management (MIM) process following best practice including training for some in IT as mandatory. Own and manage the MIM subscriber list ensuring accuracy and relevance of information received.

  • Communications: for planned & unplanned service-impacting events via various agreed and documented channels using templates, clear, concise and approved content; collaborate with business technology groups and site IT technical teams during the lifecycle of an incident inc. workarounds, updates and issue resolution.

  • Service Management: own and govern ITSM processes Incident, Major Incident, Event & Problem management. Ensure all IT groups, including Marketing Companies, are compliant with processes and procedures per established SOP’s and KPIs; gather metrics via monitoring, identify trends, report on process compliance; ensure relevant process efficiencies are put in place to support the needs of our colleagues. Drive a Problem Management culture across IT to truly deep-dive into key business interrupting issues and prevent reoccurrence as well as investigate/solve large spread smaller annoyances that impact the service experience.

  • Technologies: Own ServiceNow relevant products ensuring ease of use, adoption of new features, increased automation through PI and AI. Support Observability tools selection and implementation delivering increased efficiencies and effectiveness. Use tools to enable an ‘eyes on glass’ approach.

  • Reporting: Drive use of data, dashboards and LEAN practices to focus on quality and speed of delivery.

  • Continuous Service Improvement: collaborate with the Service & Application Owners to identify and evaluate chronic issues and sub-standard performance areas; create PRB or SIP to address issues end-to-end and track through to completion via owner.

  • Leadership: provide leadership and management in support of other requests for Command Centre services as they arise. Direct and drive ways of working; ensure collaboration through matrix teams in ETS, working seamlessly and fully aligned and engaged in joint activities.


Essential Skills & Experience required:

  • Proven experience and passion for delivering world-class service and continually challenging and driving change in pursuit of the customer experience.

  • Fluent in English written and spoken

  • Proven track record of delivering IT Services in large organisation with successful outcomes.

  • High level of customer focus and able to manage customer expectations.

  • Identify, manage and resolve complex risks and issues, preventing escalations wherever possible.

  • Strong domain knowledge within a global infrastructure.

  • Experience of identification and implementation of Command Centre technology solutions, knowledge of ServiceNow ITSM Toolset or similar.

  • Able to manage negotiations, expectations, and resolutions across complex global teams and vendors

  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.

  • Leader and team player – sets example for team leads, managers, and others to follow.

  • Experience in managing, developing and leading virtual teams

  • Create an open, honest, accountable and collaborative team environment

  • Experience in GxPs or other regulated environment

  • Understanding of critical operating/manufacturing value chain and processes

  • Strong influencing, networking and team working skills


We’re a network of entrepreneurial self-starters who contribute to something far bigger. There’s a diversity of expertise in our Technology group that’s unique to AstraZeneca – it allows us to dive deep into exploring new leading-edge technology. A place to be open and transparent – we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!


AstraZeneca is a global, innovation-driven BioPharmaceutical business that focuses on the discovery, development and commercialisation 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. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit. There’s no better place to make a difference to medicine, patients and society. An inclusive culture that champions diversity and collaboration. Always committed to lifelong learning, growth and development.


If you’re interested in applying, we encourage you to apply using your completed Workday profile where possible.

Competitive salary & benefits on offer.

Open Date: 09/12/2021

Close Date: 30/01/2022

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