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ETS – ServiceNow Global Line Manager-Chennai/Guadalajara

Location Zapopan, Jalisco, Mexico Chennai, Tamil Nadu, India Job ID R-127868 Date posted 12/01/2022


The ServiceNow Global Line Manager Guadalajara or Chennai is a key role in the AstraZeneca ServiceNow organisation which is responsible for the planning, resourcing the global development team to work as a high performance team.  The role holder will work with a closely with the shared services platform LT across Demand, Solution engineering and Delivery, and other key business functions.  The role has a keen focus on ensuring a good working experience to help deliver quality development through ServiceNow sprints, ensuring that work is delivered to the specification to allow the customer to realise business value as per the demand/project initiative.  Developing and nurturing strong relationships with the ServiceNow team in Chennai, Guadalajara and the UK is critical to the role success,is working closely with the ServiceNow Release and Resourcing Manager (UK) and the ServiceNow Service Manager (UK/Chennai – tbc).  This role is a people management responsibility role for the ServiceNow developers/sys admins in Guadalajara and Chennai

Key accountabilities:

oWorking hand-in-hand with the ServiceNow Teams to provide a great place to work across both Chennai and Guadalajara teams

oEnsure that the Chennai and Guadalajara teams act with a “one team” mindset, learning from each other, sharing and ensuring that both teams succeed in their goals 

oWorking closely with the Delivery and Resourcing manager and the Run Manager to ensure that the required delivery of ServiceNow sprints is met and that we meet our Service targets for incident, problem, change, request and customer satisfaction 

oLeading the ServiceNow teams in Chennai and Guadalajara teams GTC to create a high performing, engaged ServiceNow team 

oOnboarding and supporting the development of new resources in the ServiceNow team.  Working with the local Chennai and Guadalajara teams leadership to source and appoint early talent and develop. 

oSupporting the development of ServiceNow team members through the AstraZeneca personal development process, encouraging the use of the AstraZeneca learning tool and encouraging the development and mastery of ServiceNow skills 

oActing as a key member of the global ServiceNow leadership team, taking part in governance and decision-making as required 

oAn unrelenting focus on driving quality and working to improve standards and delivery in the ServiceNow Chennai and Guadalajara teams

oAct as a key member of the local End User Services Leadership Team in Guadalajara providing local support for End User Services and supporting in creating an engaged team across the entire GTC workforce 


Core skills:

oPeople leadership skills, coaching and people development 

oProven experience in line Management

oExperience of using the workday / feel glass tool’s

oProven experience of Agile IT life cycle activities and deliverables 

oIT Process knowledge desirable, e.g. Incident, Problem, Change, Request & Knowledge 

oStakeholder management and engagement 

oExperience of the service now tool

Customer Service:

oExcellent customer centric behaviours and a demonstrated customer approach to delivery 

oExperience in managing and developing stakeholder relationships and driving commitments and agreements on actions and direction 

oAbility to analyse requests or issues and provide the best possible outcome. 


oProven ability to work well in and across diverse global teams 

oExperience in conflict resolution / arbitration / negotiation to achieve the best results 

oInfluencing, networking and team working skills 

oProven ability to communicate both written and orally at all levels 

oProven ability to collaborate across multiple internal teams and external where required 


oA self-starter with high levels of drive, energy, resilience and a desire for professional excellence 


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.


If you’re interested in applying, we encourage you to apply using your completed Workday profile where possible.

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.