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IT Service Manager

Ort München, Bayern, Deutschland Anzeigen-ID R-122508 Veröffentlichungsdatum 23/06/2022

IT Service Manager

Location: Munich, Germany

About the enterprise technology services team

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 solid focus on experience.

It’s a dynamic and exciting 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 redefining 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.

This is what you’ll do

The purpose of the IT Service Manager role is to lead or support a local small team of skilled & specialist IT professionals who will deliver and actively drive improvements for the IT infrastructure, tools and services that directly support the workforce across their site. The role will have an in-depth understanding of ETS technologies and services as well as the delivery organisation, their operations, SPOC and engagement ways of working. In liaison with Site IT Technical Lead and service capability owners you will document the technical landscape of the site ensuring its current and future performance will meet business needs. You will also document the workforce requirements to enable effective delivery of world-class services.


  • Proactively manage expectations and enable colleagues to exploit our services at a site level through communication, education and awareness

  • Attain service performance levels 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.

  • Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities

  • Support the delivery of asset build/provision services in the site collaborating closely with Direct Channels Lead for relationship with the service delivery partner.

  • Support project planning and delivery for site impact and change.

  • Ensure IT is carried out in a compliant manner, including asset management, SOx, GxP and IT security.

  • Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy.

  • Champion the use of ETS technology and service catalogue adoption across the site.

  • Find opportunities to automate, consolidate or rationalise IT service delivery in the site, in agreement with Site IT Technical Lead as well as with service owners.

  • Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language in the site.

  • Responsible for driving a culture of self-service and use of global workflows to drive further efficiencies across the site.

  • Be part of a strong local technical team focused on colleague centricity and relationship management, attention to detail, ‘right from me’ demeanour and take end-to-end ownership


This role is a fantastic opportunity for someone who has a passion for delivering world-class service continually, along with solid experience of service delivery and exploitation. You have the ability to lead, influence and mentor others, as well as collaborate effectively across your region.

You will also need:

  • Fluency in English written and spoken, second language beneficial but not essential.

  • Solid experience in the Bio/Pharma or Retail industry.

  • Deep technical understanding across a range of technologies/domains.

  • Superb communication, engagement and relationship management skills

  • Ability to run local negotiations, expectations and resolutions.

  • Experience in working in a standard/governed/compliant environment

  • Proven track record of owning and delivery IT Services in medium organisation.

  • Profound knowledge of ServiceNow ITSM Toolset or similar.

  • Experience handling local vendors, contracts, renewals, RFP activities.

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.

About AstraZeneca

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 want to be part of this innovative and high-reaching team, hit Apply today!

Competitive salary & benefits on offer

Open date: 23 / 06 / 2022

Close date: 07 / 07 / 2022

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 authorisation and employment eligibility verification requirements.

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