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ETS - IT Service Design & Transition Manager - Chennai

Location Chennai, Tamil Nadu, India Job ID R-122617 Date posted 15/12/2021


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 strong focus on experience.

It’s a dynamic and challenging 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 transforming 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.


TheroleofThe ServiceDesign & Transition Manager is toensure efficient, effective and thorough management of servicedesign,introductions, service change or service enhancements, by coordinating theirdesign andintroduction into AstraZeneca’s live service environment, ensuring no disruption to the business or ongoing service delivery. The ServiceDesign & Transition Managerwill 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 on service design and service acceptance activitieswith the overall aim of improving the experience.  They will align to a function or location to provide expertise inspecificlocality or language.


TheService Design & Transition Managerwillbe responsible forsupporting theservice including:

  • Will owna portfolio of projects and managethem through a Service Designprocess andthenontowards Acceptance into Serviceand eventual introductionas part of the project team.

  • Will align to a BTGor location/regionas appropriate to support time-zone and language for engagement activities.

  • Works closely with the broader IT Service Management community across all global IT functions as well as directlywithbusiness system ownersto enable them to follow the processes and have clear guidance and support throughout.

  • Accountable on projects for theService Design andAcceptanceintoService process assuring compliance is maintained with the guidelines that regulate the AstraZeneca business,e.gSoX, Privacy, andGxP.

  • Owningand ensuring execution of the Acceptance into Service end-to-end process activities with a key focus onservice design,supportability, affordability and the overall customer effectiveness.

  • Responsible for monthly performance management reporting and roadmap of forward projects to Service Design & Transition Lead

  • Responsible for ensuring we work with both internal teams and external suppliers/partners to deliverserviceto agreed Service Levels and/or associated KPIs.

  • Responsible forthoroughService Design Assessment (SDA) activityas well as input to servicedesignfrom receiving support organizations or operational teams and provides guidance on service component reuse opportunities for assigned projects.

  • Accountablefor 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 thatservice designrequirements 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 minimized but clearly understood by all stakeholders beforeservice transition.

  • Ensures adequate Knowledge in the IT KMDB to support the service model at all levels including Self-Service, Service Desk and Technical Support. Ensure that the Request Process is part of theservice designensuring repeatable requests are documented, built and ready for go-live into Operational environment for agreed new or enhanced services.

  • Support the provision ofprocess documentation and training materials exist for Service Design & Acceptance to Service Processes and inclusion inthe overall Programme Management methodologies/frameworks to drive engagement at all key parts of overall project/programme.

  • Escalates to Service Design & Transition Leadforany risks or unresolved issueswith projects and delivery.

Function / Team / Location/ Stakeholders

  • TheITService Design & Transition Managerwill be a member of theService Design & Transition Teamand reports to theService Design & Transition Lead.

  • Nodirectline managementwill supportmatrix management structurethrough project/service teams.

  • The key stakeholders for this role are:

  • VPofEnterprise Technology Services.

  • All Global IT Service Teamswith change projects.

  • IT Service Management ProcessOwners.

  • Remote Channel Service Lead enablingsupport viaremote channels,e.g.Service Desk.

  • Business Technology GroupVPs &Service Leads forprocessadherencefromlocal or Marketing Company

  • SiteIT TechnicalLeadsacross ETS organization for service go-live.


Essential Skills & Experience required:

  • FluentinEnglishwritten and spoken.  (Per location could also be Chinese, Swedishetc.)

  • Experience leading change and projects within a customer facing environment.

  • Successful experience with Service Design and Introduction processes.

  • Experience of Service Management and associated service provision and operational support.

  • Ability to work well in and across diverse, global teams and proven ability to influence others to achieve positive outcomes.

  • 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.

  • Strong experience of application of policies, procedures, guidelines and risk management assessment within regulatory / governance environment.

  • Proven ability to work effectively in a matrix organization.

  • A self-starter with high levels of drive, energy, resilience and a willingness to take the initiative and be helpful.

  • Ability to manage competing priorities effectively and make decisions in pressure situations.

Desired capabilities and skills:

    • Project delivery and business analysis background or experience

    • Influencing and Innovation skills experience 

    • Excellent communication skills and facilitation skills with the ability to work with others to achieve objectives.

    • Excellent written and verbal skills.

    • Advantageous if fluent in another languagedepending upon role location/portfolio alignment

Relevant expertise of at least three of:

  • Project Management 

  • Business Relationship Management 

  • Business Analysis 

  • IT Service Management 

  • IT Service Delivery Management 

  • Experience of IT architecture or systems engineering or service delivery


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.

A place to be open and transparent – we speak up, think creatively and share ideas. Our diverse contributions help us to make better decisions. But we have a constant drive to innovate, and an appreciation for high standards. It takes challenging the status quo to add value in our ever-evolving environment. We love it here because put simply, we make a meaningful impact. Technology at AstraZeneca is a home for purposeful disruptors!


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.


Are you already envisioning yourself joining our team? Good, because we’d love to hear from you! Click the link to apply and we’ll be in touch as soon as we can.


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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

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.

10000401 E ITSM Operations

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Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.