Skip to main content
Search roles

Senior Manager - SFO Operations

Location Chennai, Tamil Nadu, India Job ID R-158153 Date posted 13/02/2023




AstraZeneca is a global, science-led, patient-focused biopharmaceutical company 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.


Strategic Field Operations (SFO) is GCO’s next expansion of capabilities. As an SFO Operations Lead within GCO’s new SFO capability, you will play a pivotal role in the standing up the capability to deliver & implement insourced SFO service areas such as reporting, sample allocation, and other SFO activities. Each new service area will consist of a lead and a corresponding operations team (size TBD) based on insourcing requirements.

As an SFO Operations Lead, you will have 3 major areas of responsibility:

1. Build new operations services

  • Leading GCO’s SFO operations as an in-house subject matter expert

  • Supporting GCO leadership with identifying and strategizing new opportunities for insourcing of services or expansion of existing services to additional business units or Markets; supporting argument creation where appropriate

  • Working with key GCO and business partners to understand Strategic Field Operations requirements across TA/Brands

  • Leading the recruitment efforts, working with local Human Resources to coordinate the transitions E2E

  • Leading the operations capability creation, ensuring the right abilities are brought in, timely hiring of teams, ensuring sufficient Knowledge transfer and team upskilling occurs, and managing risks and issues to ensure successful service go-lives

2) Transition new operations services to business as usual (BAU)

  • Ensuring the services created are built as sustainable capabilities meeting GCO and business requirements

  • Implementing agreed SLA’s/ schedule, ensuring quality and timely delivery – feeding into GCO’s operational governance model. Monitoring the performance of each service area making recommendations on team size, abilities, team development, as well as bench requirements

3) Monitoring business as usual services for efficiencies and optimization

  • Providing insight and analysis into service quality, continuous improvement areas, and highlighting any key issues / risks

  • GCO expects 8% efficiency gains year over year

Service Operations lead

  • Manage relationships and coordinate work among different teams across various locations. Monitor team progress and adherence to contractual obligations (when applicable).

  • Establish operational reporting statistics and metrics for the team, ensuring delivery against business-critical performance measures. Monitor and report on service delivery metrics and overall performance for key GCO service areas.

  • Coordinating with different teams / partners to ensure any major incidents are managed professionally.

  • Building and maintaining internal and external relationships and services.

  • Reporting on process improvements, team performance and agreed service levels.

  • Determine the project approach, staffing, responsibilities, and schedule.

  • Review and manage all changes to the requirements through a formally defined scope change process.

  • Managing numerous, often complex, projects requiring high-level capabilities with minimal supervision.

  • Balancing shift work as need to support the multiple time zone requirements from customers.

  • The SFO Operations Lead must be adept at managing multiple (and sometimes competing) priorities, while ensuring quality and timely deliverables for our end customers.

People Management

  • Manage individual objectives, performance, and development.

  • Provide managerial guidance and oversight to the daily operations and execution of the SFO Services including:

  • Acting as a subject matter expert for team members, teaching and coaching key skill development, problem solving and critical thinking abilities across the team.

  • Providing clear day-to-day operating instructions and guidance for the team.

  • Managing workloads to ensure even distribution of responsibilities and development opportunities.

  • Managing overtime, evening, or weekend hours as needed during times of extreme business need.

  • Ensuring completion of time and expense reports for self and team members per AstraZeneca policies.

  • Conducting all aspects of the human resources processes, including development of annual objectives, performance appraisals, individual development plans, and career counselling and coaching feedback for continuous improvement.

  • The SFO Operations Lead will look to develop their employees, creating an outstanding level of quality and performance across their service areas.

Operational contact for Stakeholders

  • This role is the lead and point person for SFO Service Operations, and must be able to Interact with senior customers. The responsibility is likely to grow with additional service areas on the SFO roadmap such as Incentive Compensation, Targeting & Alignment, etc.

  • Build and maintain excellent relationships with technical teams and AZ SFO/ business customer’s partners - providing proactive communications when required.

  • Be solution oriented, developing insight/solutions for any service request. Be the change agent supporting the business as the subject matter expert.

  • Ensuring completion of all services in accordance with global compliance and market legal and regulatory requirements and within GCO budget guidelines.

Essential Skills and experience

  • Bachelor’s degree or equivalent

  • 10+ years' experience working in Sales Operations or Business Services, preferably in Life Sciences Industry.

  • 7+ years of leadership experience, preferably leading, managing and developing large teams of professionals.

  • 5+ years of experience in customer facing operations environment.

  • Demonstrated experience with insourcing projects and establishing offshore services.

  • Demonstrated experience with building subject matter expertise and proactively applying that expertise.

  • Sales Force Operations domain expertise, Sales Force Operations Reporting and Analytics expertise.

  • Experience of working with multiple 3rd party providers, including information technology partners.

  • Experience working in globally distributed team.

  • Excellent communication and interpersonal skills.

  • Excellent written and spoken English language skills.

  • Strong collaboration skills, with demonstrated experience building trusted relationships with key partners. Proven cross-functional collaboration skills across organizations, functions, and markets is preferred.

Desirable Skills and experience

  • Expertise in Sampling Allocations

  • Experience with Digital Marketing Measurement


We’re a network of high-reaching self-starters who contribute to something far bigger. We enable AstraZeneca to perform at its peak by delivering premier technology and data solutions.

We’re not afraid to take ownership and run with it. Empowered with unrivalled freedom. Put simply, it’s because we make a significant impact. Everything we do matters.


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.


Our Social Media, Follow AstraZeneca on LinkedIn

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 authorization and employment eligibility verification requirements.

50200312 E DAAN

We’ll keep you up-to-date

Sign up to be the first to receive job updates.

Interested InSearch for a category and select one from the list of suggestions. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.

Glassdoor logo Rated four stars on Glassdoor

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