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Learning Technology Service Delivery and Release Lead

Location Zapopan, Jalisco, Mexico Job ID R-178864 Date posted 16/07/2024

Job Opportunity: Learning Technology Service Delivery and Release Lead

Location: Guadalajara

Join us at AstraZeneca, where we're redefining the future of healthcare by unlocking the power of what science can do. We are growing our Operations and Solutions team, a key part of our global Talent & Development function within Human Resources. This is an exciting time to join Talent & Development as we are on a ground-breaking journey building a culture of lifelong learning.

At AstraZeneca, we're dedicated to being a Great Place to Work, where you are empowered to push the boundaries of science and ignite your bold spirit. There’s no better place to make a difference to patients, society and the planet.

Through a period of growth, we have a unique opportunity within our Operations and Solutions team, a key part of our global Talent & Development function within Human Resources. This is an exciting time to join Talent & Development as we are on a ground-breaking journey building a culture of lifelong learning! We are now hiring a Learning Technology Service Delivery and Release Lead to join our team. You will lead a team that is crucial in ensuring the smooth and efficient delivery of our learning technology ecosystem services and releases.

As a Learning Technology Service Delivery and Release Lead, you will be responsible for the end-to-end T&D service delivery lifecycle, including planning, coordination, execution, and monitoring of service releases and updates. You will also provide Learning technology change control governance. You will focus on maintaining high service quality, optimizing delivery processes, and ensuring customer satisfaction.

Leadership Role - Provide mentorship, career development, and day-to-day management of work to a team of Learning Technology business analysts and functional leads.

Service Delivery Management – Manage the overall T&D service delivery of learning technology solutions. Define and implement service delivery processes and standards. Continuously monitor and assess service performance, identifying areas for improvement and implementing corrective measures as needed. Oversee governance for global mandatory training – process review, scheduling, validating, administering etc and working closely with the Mandatory Training Advisory Board.

Release Management – Oversee the planning, coordination, and execution of all learning technology service releases and updates in partnership with global IT. Collaborate with multi-functional teams, including testers, system administrators, and our Global Learning Shared Services team, to ensure smooth and successful releases. Define release schedules, conduct risk assessments, and manage change requests to minimize disruption and ensure high-quality releases.

Change Management & Technology Ecosystem Review – Develop and implement processes and controls for learning technology services. Coordinate and facilitate the Learning Technology Review Board meetings to review and approve change requests. Ensure proper documentation, testing and validation of changes prior to release. Develop and implement strategies to facilitate the adoption and smooth transition of learning technologies across the organisation.

Vendor and Supplier Management – Collaborate with external learning vendors and suppliers to manage service delivery and releases in partnership with global IT. Establish and maintain strong relationships with vendors, ensuring compliance with SLAs and contractual obligations. Coordinate vendor activities, review performance metrics, and drive continuous improvement in service delivery.

Service Transition and Knowledge Management – Facilitate the smooth transition of learning technologies from development to production environments. Develop and maintain knowledge repositories, documentation, and stand operating procedures for service delivery processes. Ensure up-to-date and accurate information to support service delivery and troubleshooting (i.e. Systems standards). Owns the T&D technology solutions team acceptance to service process for all new learning technologies into the global learning tech ecosystem.

Stakeholder Engagement – Engage with key business partners, including business areas, internal teams, and senior management to understand their service requirements and expectations. Provide regular updates on delivery performance, release schedules, and technology enhancements/changes. Collaborate with partners to address concerns, resolve issues, and maintain high levels of customer satisfaction.

Demand Management & Communication - Work with the business to gather an understanding of their business needs and manage the demand intake process for all learning technology requests. Act as the T&D learning tech central point of contact for all collaborators involved in the release process for the complete technology estate (22 releases a year), providing regular updates on release status, risks, and issues. Facilitate effective communication and collaboration between teams.

Quality Assurance – Conduct thorough quality assurance checks to ensure that learning technologies, digital content, and associated integrations are functioning correctly and meet user requirements.

Continuous Improvement – Find opportunities for process improvements, efficiency gains, and automation within the release management function. Implement standard processes to enhance the overall learning technology release process in partnership with global IT.

Essential Skills and Experience:

  • Bachelor’s degree in computer science, information technology, or related field or equivalent experience. Master’s degree or equivalent experience is a plus
  • Demonstrable experience in service delivery management and release management, preferably in the learning technology or IT industry
  • Solid understanding of learning management systems (LMS), learning content management systems (LCMS), learning experience systems (LxP), and related learning technologies
  • Familiarity with service management frameworks and standard methodologies
  • Experience in change management and problem management processes
  • Proficiency in coordinating and performing service releases, managing risks and dependencies
  • Excellent project management skills, with the ability to prioritize amid multiple tasks
  • Strong analytical and problem-solving abilities to identify service improvement opportunities and drive process optimization
  • Superb communication and interpersonal skills to engage with partners at all levels
  • Knowledge of agile methodologies and experience with agile release management would be advantageous

Desirable skills:

  • Previous experience with deployment and administration of an LMS/LXP preferred
  • Confident leading a platform on standard methodologies in technology or key architectural concepts
  • Saba Cloud and/or Degreed experience desired
  • Experience working in a global matrix organisation

Why AstraZeneca?

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 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.

With our ground-breaking pipeline, the outlook is forward-thinking. Be proud to take your place within our journey. There is no better time to join our global, growing enterprise as we lead the way for healthcare and society.

Join us in our mission to and be part of an environment where questioning minds never settle until new insights are uncovered that challenge convention. Acting with vitality, you’ll be empowered to take thoughtful risks to push the boundaries. Committed to making the right choices to win, spotting opportunities and developing our resilience to tackle sophisticated challenges.

Ready to make a difference? Apply now!

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.

10000400 F ITSM

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