IT Direct Channels Process Lead


Cambridge/Macclesfield (UK), Gothenburg (SWE), Gaithersburg (USA)


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 IT Direct Channels Process Lead will lead the identification, negotiation and development of relationships with internal IT teams and strategic partners in order to ensure delivery of excellent IT services to AstraZeneca business customers. The role will drive service management activities to ensure that services are delivered in accordance with any Service Level Agreements, business requirements; and new and improved services are developed and implemented without risk to business functions. The role will drive the development and implementation of performance measurement and management mechanisms to drive service enhancements and seek opportunities to enhance IT’s contribution and value to the business.

Typical Accountabilities

Service Management

  • Accountable for ensuring the successful delivery of IT services with internal and/or external suppliers and for work completed within the Site IT Technical teams through ownership and provision strategy, standards and governance

  • Support or lead service management processes, including design, configuration, and implementation of service management components for new and enhanced solutions and services

  • Manage and approve all service process or SOP changes, improvements and escalations, ensuring that impact on business-critical functions is minimised and that the service catalogue is up-to-date.

  • Drive through governance the key service support processes, including Incident Management, Problem Management, Change Management, Knowledge Management and Release Management to current ITIL standards including overseeing the improvement plans to deliver operational objectives.

  • Ensure collaboration with Site IT Technical Leads and Managers on communication of Service Improvement Plans and provide input into assessment of customer satisfaction and associated improvement plans

  • Deliver maximum operational value to AZ from relationships with internal and external suppliers, serving as the main contractual lead representing AZ to external supplier organizations. Ensure regular supplier performance reviews are held, with associated SLA’s, SIP’s developed and executed.

  • Manage internal stakeholder requirements and challenge their thinking so that a solution is developed and delivered that meets expectations in terms of cost and quality and a global model.

  • Apply and promote the use of global processes and engage with those in similar roles in AZ to promote education and best practice to increase understanding so that processes can be continuously improved.

  • Engage in a business partnering fashion with appropriate stakeholders – for example, BTG, Site IT as appropriate to role

Service Performance

  • Drive gathering and usage of service performance data and ensure that suppliers’ performance against SLAs is analysed and used as a benchmark for future SLAs

  • Lead review of processes, procedures and SLAs, communicating and influencing modifications and enhancements with business customers and suppliers

  • Lead the analysis of Service Introduction, Change Management, Service Level Management, Incident Management, Availability and Capacity Management projects, and drive teams to identify trends, problems and their root causes

  • Ensure effectiveness and efficiency of support and maintenance services is assessed and saving and improvement recommendations are communicated, implemented and reflected in Service Improvement Plans

  • Manage the development of Service Maturity scales to allow for effective measurement and monitoring of services provided to AstraZeneca

  • Support a performance measurement culture that provides timely feedback and insight so that issues are resolved early.

  • Accountable for running Service Review Boards and ensuring that customer satisfaction scorecard activities are effectively managed. Conducting Operational and Commercial Governance Boards in accordance with contractual obligations.

  • Develop and maintain the alignment between Supplier Contract Management and Supplier Performance Management, ensuring all process handoffs work correctly.

  • Drive the analysis of trends from multiple data sources to inform future improvements.



  • Experience in managing an IT Service team

  • Strong experience in developing and managing relationships with both customers and suppliers

  • Application of policies, procedures and guidelines and providing expertise to a business group

  • Excellent knowledge and experience of risk management and assessment

  • Strong communication, facilitation and relationship building skills

  • Strong influencing and negotiating skills


  • Business Administration / Information Service Degree

  • ITIL training/service management accreditation

  • Technical skills, awareness and experience

  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes


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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