Service Design Manager

Wilmington, DE

Employer:	AstraZeneca
Job Type:	Full Time
Description
At AstraZeneca we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We are focused on the potential of science to address the unmet needs of patients around the world. We commit to those areas where we think we can really change the course of medicine and bring big new ideas to life. Global Commercial Operations Overview The Global Commercial Operations (GCO) team provides a range of enterprise-wide services (e.g. Omnichannel, Content delivery & mgmt., Commercial Reporting & Analytics, Learning Services, Global Meeting & Events) that enables the business to operate at the highest levels in an efficient manner. Our team is part of the larger Global Business Service (GBS) team that aims to do the same across other parts of the AZ enterprise. The Service Design Project Manager would work with the Service Design Lead to help uncover, analyze and build new Global Services that are aligned to GCO/GBS' overall ambition. This individual will need to have a strong ability to create clarity in ambiguity, develop new value through service development/transformation and articulate compelling visualization in support of our endeavors. This role will be responsible for following a specific methodology used in this area and where necessary updating to align with organizational changes. During the course of this work you will be expected to work closely with the GCO Service Implementation Lead and team members, other relevant areas of GCO/GBS, AZ employees within the markets, outsourced service delivery partners and AZ Information Technology partners. In addition to identifying new opportunities, this role will need to ensure the Implementation Lead is kept apprised of what is in the pipeline - vision, objectives, benefits to minimize disruption in transition. Therefore, the two roles may overlap at points along the service development process in areas like business case reviews, piloting, etc. This role may also be responsible for service line extensions, updates or adjustments to existing services. Major Responsibilities: Manages and develops new GCO Services, utilizing techniques such as service blueprints, process modeling, requirement gathering and metrics analysis and financial modeling. Utilizes established standards and methodologies for service shaping Works closely with business stakeholders, outsourced delivery partners and Information Technology experts to design and build new or revised services. Identifies and ensures the relationship between GCO Services other internal or external stakeholders or delivery partners is clear and aligned Gathers external insight from within and outside of the pharmaceutical industry to model services that challenge existing convention while holding true to AstraZeneca's values Acts as an internal consultant to the GCO team at large to refine our offerings and methods for delivering services. Requirements: Bachelor Degree 5-10 years of experience in process design or equivalent experience Proficiency in utilization of process design techniques 5+ years Pharmaceutical Commercial business Effectively interact with stakeholders in any area of the business to gather requirements, partner on service design etc Demonstrated successful collaboration with cross functional teams and environments Demonstrated track record of designing and building global business services - new or replacement Demonstrated ability to effectively communicate complex processes and ideas in simple terms Ability to facilitate design meetings and requirements gathering sessions Strong Project Management Self-motivated and self-directed Strong visualization, written and presentation skills Oral and written fluency in Business English Preferred: Masters Degree Understanding of commercial service offerings in the areas of: Pharmaceutical Sales and Marketing Operations, Digital, Omnichannel Campaigns, Content Creation, Meetings/Events. Global Experience Global Service design Prior consulting experience in BPO or service transformation Experience in prototyping and simulation, proof of concepts, pilots #LI-hybrid 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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Service Design Manager

Wilmington, DE

Description