Associate Director, Service Management - 15 months fixed term contract
Why AstraZeneca?
At AstraZeneca we turn bold ideas into life‑changing medicines—and we know that great science needs great workplaces. Behind every breakthrough is an ecosystem of digital services that keep our campuses connected, efficient and inspired.
Are you a product‑minded service leader who can balance rock‑solid operations with continuous innovation? Do you thrive at the intersection of process, data and user experience? Can you translate customer insights into elegant ServiceNow solutions that free scientists to focus on discovery? If so, your next challenge awaits.
We’re offering a 15‑month maternity cover (to allow for a longer handover) within our visionary Site Operations team for an Associate Director, Service Management –Workplace Service Delivery. From one of our BioPharma COO sites, you’ll guide a mature, yet constantly evolving ServiceNow WSD platform, stewarding stability while driving optimisation across our Cambridge, Gothenburg and Warsaw campuses.
Role Context:
As product owner and service lead for ServiceNow Workplace Service Delivery (WSD) across our BioPharma COO sites—Cambridge, Gothenburg and Warsaw—you will ensure the platform runs smoothly day‑to‑day while continuously unlocking new value through automation, analytics and user‑focused enhancements.
You hold end‑to‑end delivery accountability for these three campuses: shaping the backlog, prioritising improvements, guiding releases through change governance and measuring outcomes. In parallel, you will act as an expert adviser to non-BioPharma COO locations, promoting alignment without direct delivery responsibility.
Your leadership will directly influence how thousands of scientists and support teams request, receive and track workplace services, driving efficiency, satisfaction and data‑driven decision‑making in a high‑profile R&D environment.
Key Accountabilities:
Own & Operate
Own the WSD product backlog for Cambridge, Gothenburg, Warsaw and Macclesfield—prioritising user stories, enhancements and defect resolution in partnership with Site Operations and Global IT.
Lead test management activities—develop test strategies, author and execute scripts, manage defect triage and ensure traceability across BAU releases and project deployments.
Maintain platform stability and performance, shepherding all changes through ServiceNow change & release governance.
Optimise & Scale
Collaborate with site SMEs to refine processes, automate workflows and drive self‑service adoption.
Design and deliver KPI‑driven reports & dashboards that transform metrics into actionable insight.
Shape and execute a cross‑site WSD roadmap—balancing BAU excellence with a significant expansion agenda that will introduce new use‑cases, AI‑driven capabilities and data‑led decision making over the next 12‑18months.
Identify and realise efficiency opportunities, cost savings and userexperience improvements.
Influence & Lead
Drive business change activities—conduct change impact assessments, prepare business readiness plans, define cut over strategies and champion adoption.
Engage and orchestrate a wide, matrixed stakeholder network: business analysts, project managers, architects, data specialists and supplier resources, ensuring alignment and timely delivery.
Provide subject matter expertise and informal coaching to non-COO while not holding delivery accountability.
Act as primary contact for vendor support, licensing and contract performance relating to WSD.
Prepare and present progress updates, business cases and benefit realisation reports to senior stakeholders up to VP level.
Essential for the role:
ServiceNow leadership – 3 + years as a product owner or service manager for Workplace Service Delivery (or closely related modules), delivering both BAU excellence and project outcomes.
Test management – able to set test strategy, write & execute scripts, coordinate defect triage and maintain traceability through change and release cycles.
Business‑change expertise– experienced in change‑impact assessment, readiness planning, cut‑over management and driving adoption across multiple sites.
Analytics & reporting – advanced ability to design KPI‑driven dashboards (e.g., ServiceNow Performance Analytics) that turn data into clear, actionable insight.
ITIL/ITSM proficiency – practical application of service‑management processes in complex, highly regulated environments.
Stakeholder orchestration – skilled at aligning BAs, PMs, architects, suppliers and senior sponsors across geographies and cultures.
Influential communication – clear, confident and resilient in matrix organisations, capable of translating technical detail into compelling narratives.
Desirable:
ServiceNow, ITIL v4 certification or equivalent service‑management accreditation.
Experience leading various upgrade projects – both significant and a backlog of CI.
Familiarity with Agile delivery methodologies and tools (e.g., ServiceNow PPM, Jira).
Knowledge of facilities or workplace management processes within pharmaceutical or R&D settings.
When we put unexpected teams in the same room, we unleash 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.
Are you ready to make a difference? Apply today and join us in our mission to push the boundaries of science to deliver life-changing medicines!
Where can I find out more?
Our Social Media, Follow AstraZeneca on LinkedIn https://www.linkedin.com/company/1603/
Follow AstraZeneca on Facebook https://www.facebook.com/astrazenecacareers/
Follow AstraZeneca on Instagram https://www.instagram.com/astrazeneca_careers/?hl=en
Date Posted
24-Jun-2025Closing Date
01-Jul-2025Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form. ]]>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.
