Senior IT Technical Support - Bogota, Colombia - AstraZeneca

AstraZeneca

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

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Descripción

¿Tienes experiência y pasión por el área de Tecnología?
¿Te gustaría aplicar tu experiência para impactar en una empresa que sigue la ciencia y convierte las ideas en medicamentos que cambian la vida?
Entonces AstraZeneca podría ser la empresa indicada para ti_

En el Clúster Andino tenemos una gran oportunidad dentro del área IT en la ciudad de Bogotá, Colombia en el rol de Site IT Technical Manager.

Esta posición tiene como propósito liderar y apoyar al equipo de profesionales de TI especializados, que brindarán e impulsarán activamente mejoras para la infraestructura, las herramientas y los servicios de TI que respaldan directamente a la fuerza laboral en su sitio.

El puesto tendrá un conocimiento profundo de las tecnologías y los servicios de ETS, así como de la organización de entrega, sus operaciones, SPOC y formas de trabajo.

Essential Skills & Experience required:

A passion for delivering worldclass service continually challenging in pursuit of the user experience and striving for improvement performance.
Experience in a Service Manager role, with a proven track record of owning, being accountable and running an IT Service/Platform/Tools in mediumlarge organisation.
Fluent in English written and spoken, second language beneficial but not essential.
Strong experience in the Bio/Pharma or Retail industry for service
Strong experience of service delivery and exploitation
Strong technical understanding across a range of technologies/domains.
Excellent communication and engagement skills and a proven relationship management professional
Strong stakeholder skills to manage local negotiations, expectations and resolutions.
Strong influencing, networking and team working skills
Strong experience working in a standards/governed/compliant environment
Strong working knowledge of ServiceNow ITSM Toolset or similar.
Proven experience managing local vendors, contracts, renewals, RFP activities.
Leader and team player sets example for team or coaches others, effective collaboration across your region with your peers.
Experience managing, developing teams with an open, honest, accountable and collaborative team environment.

Key Accountabilities & Responsibilities

Service Delivery, Performance & Exploitation:

Responsible for the highest levels of user experience and satisfaction for all services delivered into their site including new service introductions. Work with required teams and Service Improvement Lead on Site SIPs as required to increase satisfaction and Pulse scores.
Responsible for proactively managing expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and leveraging of effective core IT processes.
Responsible for service performance levels attainment of locally owned services, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.
Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle managed in liaison with any local Site/Marketing Company/Commercial Business function.
Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support daily run of service across the team.
Acts as an escalation point for highpriority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls.
Responsible for the delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment. Daily run of OCS services to a set of global standards and operating procedures ensure the service delivered is globally consistent for the site.
Responsible for the delivery of AskIT, Onsite & VIP services as OneIT with the Service Experience team aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered at the site are globally consistent.
Oversee/manage lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at the site to ensure resilience and minimise business risk.
Support the delivery of asset build/provision services in the site working closely with Direct Channels Lead for relationship with the service delivery partner.
Support project planning and delivery for site impact and change. Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate niche needs and/or resource.
Support project delivery of any site footprint changes, including site expansions or reducti