Global Service Operations Manager (Evinova)

Position: Global Service Operations Manager

Location: Field-based, UK

Competitive Salary & Excellent Company Benefits

Transform billions of patients’ lives through technology, data and cutting-edge ways of working. You’re disruptive, decisive and transformative. Someone who’s excited to use technology to improve patients’ health. We’re building a new healthtech business – Evinova, a fully-owned subsidiary of AstraZeneca Group.

Evinova delivers market-leading digital health solutions that are science-based, evidence-led and human experience-driven. Smart risks and quick decisions come together to accelerate innovation across the life sciences sector. Be part of a diverse team that pushes the boundaries of science by digitally empowering a deeper understanding of the patients we’re helping. Launch game-changing digital solutions that improve the patient experience and deliver better health outcomes. Together, we have the opportunity to combine deep scientific expertise with digital and artificial intelligence to serve the wider healthcare community and create new standards across the sector.

Customer Experience is a crucial to Evinova success, and we are building our technology, processes and culture on ensuring maximum value realization for customers, anchored in “lovable” on-boarding journeys for new customers and world-class, leading-edge customer service and support for existing customers. 

Our Service Operations Manager will play a pivotal role as the responsible lead for overseeing comprehensive customer support operations, exceptional service delivery and operational excellence.  Working in close collaboration with Vendors, Delivery and Engineering teams, the role has oversight of our L1-L3 support operations, trend analysis, critical incident recovery, for all Evinova products, integrations and associated mobile and medical devices.  This is  a crucial role in the success of our clinical trials.

The key responsibilities for this role are as follows

This position offers the opportunity to lead, innovate, and make a significant impact on our ability to differentiate the Evinova customer experience.

Support Operations Management:

• Lead and optimize L1-L3 support functions to ensure prompt and effective resolution of customer issues.
• Analyze support ticket data to identify trends and develop strategies to enhance service delivery, reduce recurring problems and move us from reactive to proactive.
• Manage outsourced support operations, ensuring our helpdesk, device and logistic vendors meet performance and quality standards.

Incident and Crisis Management:

• Oversee escalation processes and facilitate communication between Evinova and third party teams for expedited issue resolution.
• Lead war rooms and direct critical incident recovery efforts, ensuring transparency and timely updates to internal stakeholders.
• Understand key GxP principles and collaborate with Quality teams on Customer complaints and any corrective actions
• Lead Post incident reviews and write ups with key stakeholders to reduce reoccurrence of critical issues

Device Management:

• Coordinate with clinical trial teams and vendors to manage medical device support issues , ensuring devices are available and compliant with  in country regulations.
• Optimize supply chain processes to ensure timely distribution and maintenance of devices.
• Monitor device performance during trials, managing issues and malfunctions effectively.
• Manage device and logistic vendors to ensure they are held to support SLAs

Collaboration and Communication:

• Build strong relationships with internal teams and external vendors to facilitate effective service delivery.

• Maintain open communication channels to provide updates on support activities and device logistics.

Continuous Improvement:

• Stay informed about industry trends to integrate best practices into operations.
• Drive process improvement initiatives to enhance operational efficiency and service quality.

Essential Skills/Experience

• Considerable experience in a customer service, delivery or operational management role within a SaaS company within the healthcare industry.
• A deep understanding of both business to business (B2B) and business to consumer (B2C) delivery models to meet the needs of diverse stakeholders across the clinical development and healthcare ecosystem.
• Experience of working with and knowledge of digital health regulations and compliance (e.g. GxP, SaMD)
• Strong knowledge of support operations and associated processes
• String knowledge of supply chain and logistic processes within the healthcare industry
• Experience of managing and building partnerships with third party suppliers
• Ability to manage multiple internal stakeholders to drive delivery across multiple geographies and cultures
• Technical acumen; the ability to understand the Evinova products suite and use digital methods for reporting (e.g. Service Cloud, Power BI, key analytical programs)
• Excellent verbal and written communications, including the ability to explain technical concepts and practices to non-specialist audiences.
• Strong problem-solving and analytical abilities
• Experience working in a global organization with multi-partners, stakeholders and team members, spread out in a diverse culture environment

Why Evinova (AstraZeneca)?

Evinova draws on AstraZeneca’s deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers. Together, we can accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment.  We know that regulators, healthcare professionals, and care teams at clinical trial sites do not want a fragmented approach. They do not want a future where every pharmaceutical company provides its own, different digital solutions. They want solutions that work across the sector, simplify their workload, and benefit patients broadly. By bringing our solutions to the wider healthcare community, we can help build more unified approaches to how we all develop and deploy digital technologies, better serving our teams, physicians, and ultimately patients.  Evinova represents a unique opportunity to deliver meaningful outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector.  Join us on our journey of building a new kind of health tech business to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering cutting-edge methods, and bringing unexpected teams together. Interested? Come and join our journey.

Are you ready to make a difference? Apply now to be part of our ambitious and innovative team!

Closing Date for Applications: COB 1st June 2025

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.