User Support Model Lead S/4HANA

User Support Model Lead S/4HANA

Location: Warsaw, hybrid work

The Axial Programme (Global S/4HANA implementation)

We are one purpose-led global organisation. The enablers and innovators, ensuring that we can fulfil our mission to push the boundaries of science and discover and develop life-changing medicines. We take pride in working close to the cause, opening the locks to save lives, ultimately making a massive difference to the outside world.

AstraZeneca (AZ) is in a period of strong growth and our employees have a united purpose to make a difference to patients around the world who need both our medicines and the ongoing developments from our science. In this journey AZ must continue to work across borders and with partners and new colleagues in a fast and seamless way. The ambition, size and complexity of the organisation, coupled with the opportunities afforded by new technology, has led the Board to approve a large-scale transformation programme – Axial.

The Axial Programme will be powered by S/4HANA a new ERP (Enterprise Resource Planning) system which will be implemented right across the organisation and will provide our business with standardised processes, enhanced financial management, common data and real time reporting, transforming the way we work through our entire supply chain - from bench to patient.

The new system will be used by more than 20,000 employees daily, is foundational to all AZ entities and is central to most core business processes. This is a once in a generation programme for AstraZeneca and will shape our ways of working globally for many years to come.

The Axial programme needs the best talent to work in it. Whether it’s the technical skills, business understanding or change leadership, we want to ensure we have the strongest team deployed throughout. We are aiming to deliver a world class change programme that leaves all employees with a fuller understanding of their role in the end-to-end nature of our global company. This programme will provide AZ with a competitive edge, to the benefit of our employees, customers and patients.

We are now looking for User Support Model Lead to join our team!

What you'll do:

• Utilising service model best practice, the User Support Model Lead will design, build and implement a tiered support model for Finance and Operations employees who are adopting S/4 HANA. This should include all support activities, technologies and procedures.
• Co-ordinate and collaborate with a complex web of existing support teams across different regions to establish a new To-Be User Support Model.
• Develop an approach to Knowledge Management including self-service and knowledge articles in the User Support Model.
• Liaise with IT and ServiceNow teams to provide the best technical solution, software and tools for the model, taking into account geographical locations and requirements.
• Work with IT to design and recruit the appropriate resource to support the new model
• Set performance targets that focus on productivity and efficiency: define, measure and monitor KPIs.  Ensure that the support model delivers high-quality customer service and meets performance targets. 
• Plan and project manage the testing and implementation of the support model with IT, Business Change, Training and Communication teams. Raise risks and issues and report on progress to the Enterprise Business Change Mgt Lead.
• Work with Business Change to access the Change Agent Network who can assist with testing and provide feedback on the end user experience in their regions.
• Establish a continuous process improvement approach within the S/4 HANA User Support team
• Ensure that all support model work is carried out in line with AstraZeneca standards and regulations

Essential for the role:

• ServiceNow experience
• ITIL Service Management qualification: Strategic Leader or Master level
• S/4HANA experience
• Project management and delivery across multiple locations

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.