IT Service Transition Specialist - Guadalajara, México - AstraZeneca

AstraZeneca

Empresa verificada

Guadalajara, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

The Service Transition Specialist will perform acceptance into services and transition activities to ensure that services are delivered in accordance with Service Level Agreements and business requirements and ensuring ultimately the delivery of IT Services to AZ customers.

They will help to ensure efficient, effective and thorough management of service introductions, service change or service enhancements, by coordinating their introduction into AstraZeneca's live service environment, ensuring no disruption to the business or ongoing service delivery.

They will also play a key role in feeding into improvements to existing services, working closely with the cross-functional IT Service Managers or IT Application Leads and be responsible for service design and service acceptance activities.

Typical Accountabilities

Transition Management

Works on a portfolio of projects and manages them towards acceptance into service and transition.
Works closely with the Service Design & Transition Managers
Works closely with IT Service Management community across all IT functions as well as directly with business system owners.
Accountable on projects for the acceptance to service process assuring compliance is maintained with the guidelines that regulate the AstraZeneca business, e.g SoX, Privacy, and GxP.
Support key service processes, including Incident Management, Problem Management, Change Management, Knowledge Management and Release Management, ensuring that they are are implemented and effective

Key responsibilities

Responsible for owning and ensuring execution of the Acceptance into Service endtoend process activities with a key focus on supportability, affordability and the overall customer effectiveness.
Responsible for monthly performance management reporting and roadmap of forward projects.
Responsible for ensuring we work with both internal teams and external suppliers/partners to deliver Acceptance of Service (ATS) to agreed Service Levels and/or associated KPIs.
Responsible for Service Design Assessment (SDA) activity from receiving support organisations or operational teams and provides guidance on service component reuse opportunities for assigned projects.
Responsible for ensuring effective and timely service introduction and/or change, by coordinating the implementation of new or changed services into the operational environment whilst ensuring no disruption to business process, productivity or existing service delivery.
Responsible for ensuring that requirements are agreed for the ongoing support model and maintenance of changed or new services being introduced.
Responsible for ensuring key stakeholders are appraised of any associated risks and gaps are minimised but clearly understood by all stakeholders before acceptance into service.
Ensures adequate Knowledge Articles in the IT KMDB to support the service model at all levels including Self-Service, Service Desk and Technical Support. Additionally, ensures that the Request Process is part of the Acceptance to Service ensuring repeatable requests are documented, built and ready for golive into Operational environment for agreed new or enhanced services.
Works closely with the appropriate Customer Best Practice roles to ensure any known ways of working, best practice or workaround are accurately recorded and shared with the business community for agreed new or enhanced services.
Engage in a business partnering fashion with appropriate stakeholders for example BTG, local IT as appropriate.

Essential

Experience leading change and projects within a customer facing environment.
Successful experience with Service Introduction processes.
Experience of Service Management and associated service provision and operational support.
Working knowledge of project management and change management processes.
Working knowledge of Knowledge, Incident and Request management processes.
Strong stakeholder management, communication and relationship building skills to a senior level.
Proven ability to work effectively in a matrix organization.

Relevant expertise of at least three of:

Project Management
Business Relationship Management
Business Analysis
IT Service Management
IT Service Delivery Management
Plus basic experience of IT architecture or systems engineering or service delivery

Desirable