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

Are you a Global Service Experience expert, passionate about great service and experience; looking for an opportunity to join a business focused on delivering life-changing medicines for patients?


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 purpose of the Service Experience Director role is to lead a team of IT professionals ensuring our workforce is as effective as possible in the use of IT tools and services and ensure that the experience is world class. The role will focus on providing training, education and language capabilities relevant to how people work and promoting our tools and services so our workforce leverage the right IT capabilities and adopt best practice. You will engage the business in IT initiatives and change including owning ETS Communication principles and release of colleague communication. You will focus on the strategy and delivery of direct and remote contact channel support ensuring our workforce get help when they need it.

Managing relevant partners and suppliers to ensure that services are delivered in accordance with expectation is an area of focus. You will also work to meet business needs and ensure that services are improved and developed to enhance the experience, driving the ETS Service Improvement process to seek opportunities through measurement of performance, sharing of demand pipelines and use of core methodologies to enhance IT’s contribution and value to the business.


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

  • Strategic thinker, with innovative ideas and solutions to evolve the experience

  • Strong communication, engagement and education skills.

  • Experience in use of social media platforms and use for corporate environments.

  • Experience in change management for adoption of best practices, tools or ways of working

  • Strong experience in training and learning services and technologies

  • Strong experience with customer satisfaction methods and continual service improvement management

  • Experience working in a standards /compliant environment 

  • Proven track record governing IT Service delivery and external delivery partners in large organisation.  

  • Extreme level of customer focus and ability to manage stakeholder expectations.  

  • Knowledge of ServiceNow ITSM Toolset or similar.  

  • Strong influencing, networking and team working skills  

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


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: 25/11/2021

Close Date: 31/12/2021

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