Service Manager - Enterprise AI Assistant

Join AstraZeneca and help transform how our people work. We’re pioneering the myAZ Enterprise AI Assistant to deliver seamless, personalized support to every employee. As the myAZ Service Manager, you’ll own end-to-end service performance and operations for our GenAI platform (Moveworks), ensuring a reliable, secure, and user-centric experience that removes friction and accelerates outcomes.

What you’ll do:

• Own the myAZ Run stream: Lead day-to-day service operations, ensuring adherence toSLAs/OLAsand Employee Experience metrics.

• Drive Incident, Problem & Change Management: Govern major incident response, root-cause analysis, problem backlogs, and plan releases with minimal user impact in line with AZ processes.

• Enable self-sufficiency: Build clear, rigorous documentation to increase in-house triage and troubleshooting capability, reducing vendor dependency.

• Champion experience & adoption: Partner with product and support teams to improve discoverability, speed-to-resolution, user education, and satisfaction.

• Manage stakeholders & vendors: Act as the single point of contact for Moveworks customer success; lead weekly support meetings and ensure commitments are met.

• Embed risk, compliance & security: Integrate privacy, security, accessibility, and regulatory controls into service processes and readiness.

• Continuously improve: Identify and deliver service improvement plans; streamline workflows, reduce incidents, optimize spend, and report benefits and outcomes.

• Report service performance: Provide regular executive-ready updates on KPIs, satisfaction, and benefits realization.

What you’ll bring:

• Proven experiencein Service Management/Operations leading enterprise-level services in complex environments.

• Leadershipof service support/operations teams delivering measurable performance.

• SLA management & escalation excellence: Major incident management, problem-solving, cross-functional change leadership, withdata-driven decision-makingandexecutive-ready reporting.

• Strong ITIL knowledgeand hands-on experience withServiceNow, monitoring/observability, and release governance.

• Exceptional communication & documentationskills; adept at stakeholder management across technical and non-technical teams.

Nice to have:

• 5–10 years in Business Process Automation, Service Delivery, and Operational Team Leadership.

• Experience delivering services onGenAI platforms(e.g., Moveworks) and working inpharmaceuticalor otherregulated environments.

• Experience contributing toEmployee Experience transformationinitiatives.

Why AstraZeneca

• Be part of a company at the forefront of science and technology, transforming patient outcomes and the employee experience.

• Work on a high-impact, enterprise-wide AI service with executive sponsorship and a clear mandate to innovate.

• Collaborate across IT, Product, Support, and Vendor partners to shape how AI enables work at scale.

Reporting line

This role reports to themyAZ Service Line Leadand leads themyAZ Run stream, working closely with Explore, Build, and Knowledge streams.

Apply now

If you’re passionate about service excellence, AI-enabled employee experiences, and measurable outcomes, we’d love to hear from you. Search for “myAZ Service Manager – Lisbon” on your preferred job platform or through AstraZeneca Careers.

Date Posted

Closing Date

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.