Site IT Technical Manager

Job Title: Site IT Technical Manager

Career Level: E

Introduction to role

Take part in shaping history. AstraZeneca is building its first‑ever biologics manufacturing campus in Singapore—a USD 1.5 billion, innovative hub that unites end‑to‑end Antibody–Drug Conjugate (ADC) capabilities under one roof: small‑molecule chemical API production, large‑molecule antibody manufacturing, conjugation, and fill‑and‑finish (including sterile filling and lyophilization). Powered by advanced digitalization, automation, and artificial intelligence for autonomous manufacturing—and targeting carbon neutrality—this next‑generation site will set a new benchmark for environmentally responsible biologics production.

Are you ready to be part of history in the making? AstraZeneca is embarking on an extraordinary journey with the establishment of its biologics manufacturing campus in Singapore. This USD 1.5 billion, innovative hub will redefine biologics production by integrating end-to-end Antibody–Drug Conjugate (ADC) capabilities under one roof. From small molecule chemical API production to large molecule antibody manufacturing, conjugation, and fill and finish, this site is powered by advanced digitalization, automation, and artificial intelligence. With a focus on carbon neutrality, it sets a new benchmark for environmentally responsible biologics production. We are seeking candidates with relevant experience and a make-it-happen outlook to transform our global supply chain and accelerate life-changing medicines for patients worldwide. Do you feel prepared to develop

Accountabilities

Accountabilities

The Site IT Technical Manager will lead or support a local team of skilled IT professionals to deliver and drive improvements for IT infrastructure, tools, and services supporting the workforce across the site. With an in-depth understanding of ETS technologies and services, the manager will document the technical landscape to ensure current and future performance meets business needs. They will represent the Site IT Technical team through a network of collaborators and ensure consistent delivery of services aligned with global strategies. The role involves proactive engagement with the local workforce, handling local contracts, and ensuring compliance with IT standards.

Service Delivery, Performance & Exploitation:

§ Accountable for the highest levels of user experience and satisfaction for all services delivered into their site including new service introductions. Work with required teams and Service Improvement Lead on Site SIPs as required to increase satisfaction and Pulse scores.

§ Responsible for proactively handling expectations and enabling colleagues to exploit our services at a site level through communication, education and awareness, referral to specific services that underpin delivery including Service Levels and using of effective core IT processes.

§ Responsible for service performance levels attainment of locally owned services, utilising standardised dashboards and visual performance management techniques to see daily, weekly and monthly service attainment, risks and issues and linkage to service improvement plans.

§ Responsible for driving service standards, engagement with global processes and ensuring local infrastructure is lifecycle led in liaison with any local Site/Marketing Company/Commercial Business function.

§ Operate a high level of knowledge of key ITSM toolset and processes, performance measurement platforms and reporting capabilities ensure they are understood, utilised and support services across the team.

§ Acts as escalation point of contact for high-priority service issues relevant to their site and support the resolution of issues working with the Command Centre, Owners and business aligned BTGs, attendance at bridge calls.

§ **Responsible for delivery of OCS specialist services in full liaison with Operations IT strategy for lab technology and equipment. Daily run of OCS services to a set of global standards and procedures to ensure the service delivered is globally consistent for the site.

§ **Responsible for delivery of AskIT, Onsite & VIP services as OneIT with the service experience team aligned to global strategy, a set of global standards and operating procedures ensuring the services delivered at the site are globally consistent.

§ **Oversee/lead lifecycle management of local infrastructure working closely relevant ETS Tower on the currency of servers at site to ensure resilience and minimise business risk.

§ Support the delivery of asset build/provision services in the site by working closely with Direct Channels Lead for relationship with the service delivery partner.

§ Support with project planning and delivery for site impact and change. Assist with requirements gathering, impact assessment, project planning and ultimate delivery into a site, calling out appropriate specialized needs and/or resources.

§ Support project delivery of any site footprint changes, including site expansions or reductions and put demand into delivery organisation.

§ Ensure IT is carried out in a defined manner at the site, including asset management, SOx, GxP and IT security, internal and external assurance activities are implemented and outputs actioned. Implement global/direct controls and influencing non IT personnel appropriately.

§ Partner with IT Quality Management & IT Security experts to ensure input of specialist knowledge for compliance aligned with regulatory requirements, customer expectations and IT strategy.

§ Champion the use of ETS technology and service catalogue adoption in the site and avoid duplicate or parallel technologies/services introduced locally.

Service Innovation:

§ Identify avenues to automate, consolidate or rationalise IT service delivery in the site in agreement with Site IT Technical Lead and then with service owners.

§ Support the Remote Channels Lead to ensure IT Remote Service Channels are developed, promoted, adopted and content is enriched for local use in local language at the site.

§ Work with broad IT community to have good understanding of site roadmap activities and service innovations/new features to support deployment at the site.

§ Identify and discuss opportunities to bring non ETS supported Infrastructure & devices to global ETS standards & support scope, e.g. backups, servers, DB’s, networks, end user devices etc. working closely with Site IT Technical Lead.

§ Responsible for driving a self-service culture and use of global workflows to drive further improvements across the site.

Leadership & Relationship Management:

§ Build strong relationships with key partners to ensure our technologies, services and the way we deliver them meet customer needs now and in the future. Represent ETS as required on local leadership teams.

§ Handle/support technology partners effectively where local agreements exist to ensure AZ is getting premier levels of service, benefiting from innovation and ensuring continuous improvement in delivery.

§ Collaborate with technical team that is focused on colleague centricity and relationship management, attention to detail and takes end-to-end ownership, convey technical into business process, continuous learning and training approach.

§ Be a key member of local IT Technical Team to ensure you have input to overall service strategy through Lead or Director roles. Conversely ensuring the depth and breadth of the GS&E team responsibilities is understood by all roles in a site, and they know who to go to for help.

Function / Team / Location

§ The Site IT Technical Manager will be a member of the Regional IT Technical Team and works with the **Regional IT Technical Lead or **Regional IT Technical Director

§ **Direct Line Management but may also support/mentor others through matrix structure in ETS.

§ **Role may have 1 site or multiple small-medium sites they are responsible for.

Key focus:

Lead and mature site IT infrastructure, tools, and services to support the workforce; ensure high-quality service delivery and continuous improvement aligned with global ETS strategies.

Team leadership: Build, lead, and develop a local team of skilled IT professionals; accountable for hiring and onboarding the new team and establishing effective ways of working.

Technology stewardship: Maintain an in-depth understanding of ETS technologies and services; document and maintain the site’s technical landscape to ensure current and future performance meets business needs.

Collaborator engagement: Represent the Site IT Technical team within a community of partners and business collaborators; ensure consistent delivery aligned with global roadmaps and standards.

Operations and compliance: Manage local vendor contracts and services; ensure alignment to IT standards, security, and compliance requirements.

End-user advocacy: Drive a proactive, hands-on approach to user support and experience; see opportunities to exploit existing capabilities for improved outcomes.

Timeline and Location

Initial phase (first 18 months): The role will be based at a temporary location, operating in a more hands-on, direct end-user support capacity, collaborate closely with the project team through the build-out of the new facility.

Transition to BAU: Upon facility readiness, transition from project-focused activities to Business-as-Usual (BAU) operations on site, shifting emphasis from build/support to stability, optimization, and continuous improvement.

Key Responsibilities

Project partnership: Partner with the ETS project team during build-out to plan, deploy, and validate site IT services and infrastructure; contribute effectively to readiness and cutover plans.

Service delivery and performance: Ensure the highest levels of user experience and satisfaction for all services delivered into the site, including new service introductions; monitor performance and drive corrective actions and improvements.

Continuous improvement: Identify and deliver opportunities to enhance service reliability, resilience, and usability; champion the exploitation of ETS tools and capabilities to drive business value.

Documentation and standards: Maintain accurate documentation of the site’s technical environment; ensure compliance with global architectural standards, security policies, and lifecycle management.

Collaboration and partner concern: Coordinate with global and regional ETS teams, vendors, and local partners to resolve issues, manage changes, and implement initiatives; own local critical issues and communication.

Service Delivery, Performance & Exploitation

User experience: Accountable for achieving and sustaining top-tier user experience and satisfaction for all services at the site, including during new service introductions.

Performance management: Work with required teams and partners to monitor service performance, manage SLAs/OLAs, and drive remediation and optimization, ensuring alignment with global ETS processes and standards.

Adoption and exploitation: Promote adoption of ETS tools and services, gather feedback from the workforce, and translate needs into enhancements that deliver measurable value.

Essential Skills/Experience

• Passion for delivering world-class service continually challenging in pursuit of the user experience and aspiring for improvement performance.
• Experience in a Service Manager role, with a consistent track record of owning, being accountable and running an IT Service/Platform/Tools in medium-large organisation.
• Fluent in English written and spoken, second language beneficial but not essential.
• Solid experience in the Bio/Pharma or Retail industry for service
• Solid experience of service delivery and exploitation
• Deep technical understanding across a range of technologies/domains.
• Good communication and engagement skills and proven relationship management professional
• Strong collaborator skills to manage local expectations and resolutions.
• Strong influencing, networking and team working skills
• Good experience working in standards/governed/compliant environment
• Strong working knowledge of ServiceNow ITSM Toolset or similar.
• Demonstrable experience in managing local vendors, contracts, renewals, RFP activities.
• Leader and teammate – sets example for team or coaches others, effective collaboration across your region with your peers.
• Experience managing, developing teams with an open, honest, accountable and collaborative team environment.

Desirable Skills/Experience

NA

When we put unexpected teams in the same room, we ignite bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

AstraZeneca offers an environment where learning and development are integral to our daily work. Our commitment to patients drives us to innovate continuously, combining cutting-edge science with leading digital technology platforms. We empower our teams to explore new solutions, experiment with technology, and tackle challenges that have never been addressed before. With diverse expertise across our Technology group, we dive deep into exploring new technologies while broadening our understanding of our wider work. Here, you can design your own path with the support needed to thrive and develop.

Ready to make an impact? Apply now and join us on this exciting journey!

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.