Service Design Director
AstraZeneca

Job Info

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AstraZeneca is a global Bio Pharmaceutical Company headquartered in Cambridge UK. AZ Global and in market commercial teams receive support for sales and marketing activities via centralized capabilities in Digital content, campaign management, business analytics and other commercial excellence activities. Global Commercial Operations (GCO) provides these services as part of the Global Business Services (GBS) function to over 60 countries.

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 Commercial Service Design Director will partner with GCO LT tower leads to identify, analyze and build new Commercial Services that underpin the commercial value chain from medical through to market access, marketing and field. This individual will need to have a deep understanding of the commercial business, a strong ability to lead a team to create clarity in ambiguity, to develop new value through service development/transformation and articulate compelling stories and supporting business cases in support of GCO/GBS ambitions. Delivering in this role you will be expected to be able to:

• Understand and navigate the Commercial business to gain deep insight into existing capabilities and areas of potential opportunity
• Produce high quality analysis and business cases to demonstrate the impact and benefit of new service opportunities
• Apply strategic thinking and problem-solving skills to identify highly repeatable and efficient solutions for new service or extension services under development
• Challenge convention with thought provoking questions, alternatives and ideas
• Manage projects up into leadership (GCO/GBS/Business stakeholders) for the purposes of steering and alignment - tracking and reporting as appropriate
• Lead a team of New Service Project Managers that focus on all aspects of new service lifecycle management
• Partner with other parts of GBS/GCO/Enabling Functions to leverage established tools, funding vehicles and program/project performance
• Ensure delivery of new services are aligned with strategic objectives through standard project/program management tactics
• Identify and address areas that could be problematic in the course of new service development ensuring obstacles are removed so project teams can endure
• Partner with other areas of GBS, GCO, IT, etc in the spirit of partnership and enabling more effective new service outcomes
• Seek industry perspective and council when relevant to areas that are new to the team or AZ to ensure area(s) of opportunity are balanced and consistent with trends in the industry
• Partner with AZ markets or business functions to foster adoption of new services
• Ensure the Service Delivery team leverages standard project management tactics for consistency - project plans, implementation plans, change management approach, financials (as appropriate), process mapping (L0-L3), change content, RACI, Risk Registers, etc

This role will own and drive a specific methodology used in this area and where necessary updating to align with new tactics as new techniques emerge. During the course of this work you will be expected to work closely with GCO LT, 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 stay in sync with GCO LT roadmap ambitions and prepare team members for new incoming projects. This will require being out in front of the demand as it emerges to ensure appropriate staffing and approach is considered by GCO LT. This will require owning and driving a clear approach to resource vs demand management.

Major Responsibilities:

• Drives and develops new GCO Services, utilizing techniques such as service blueprints, process modeling, requirement gathering, metrics analysis and financial modeling.

• Utilizes established standards and methodologies for service shaping.
• Day to day management of New Service Project Managers across a portfolio of projects

• Partners with business stakeholders, outsourced delivery partners and Information Technology experts to shape 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 shape 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.

Reporting Relationships:

Direct: 3 New Service Design Managers located in US & UK.

Indirect: This role is responsible for advising Commercial Operations staff, 3rd party partners (when relevant) and Information Technology experts on service design and piloting.

Minimum Requirements:

Education:

• Bachelor Degree

Experience:

• 10-15 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
  

Why AstraZeneca?

At AstraZeneca when we see an opportunity for change, we seize it and make it happen, because any opportunity no matter how small, can be the start of something big. Delivering life-changing medicines is about being entrepreneurial - finding those moments and recognizing their potential. Join us while we continue to build a new kind of organization to reset expectations of what a bio-pharmaceutical company can be. This means we are developing new ways to work, ground breaking methods, and bringing unexpected teams together. Interested? Come and join our team!

Next Steps - Apply Today!

Curious to know more? Then please complete the full application on our website at your earliest convenience - it is the only way that our Recruiter and Hiring Manager can know that you feel well-qualified for this opportunity. Know someone who would be an excellent fit? Please share this posting with them.

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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