Job Description

About AstraZeneca

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery, development and commercialization of prescription medicines for some of the world's most serious diseases. But we're more than one of the world's leading pharmaceutical companies.

Position: IT Technical Support Manager

The IT Technical Support Manager is accountable for delivering Workplace IT services, including Deskside Support, End-User Devices, On-site Services (including IT engineering), Training, Awareness, and adoption for Commercial staff. The role ensures high-quality IT service delivery, drives performance improvements, and champions IT effectiveness for Commercial users in India.

Key Responsibilities

Oversee delivery of Workplace IT services for Commercial India, including deskside support, end-user devices, and on-site IT engineering. Monitor and drive performance of the AZ IT Support team for local IT services. Provide technical leadership to internal IT resources and vendors delivering Workplace IT services. Own and drive service improvements; provide technical input to IT projects and deliver IT projects or improvements as required. Act as a champion for IT effectiveness and user experience for Commercial staff. Collaborate with Global IT Capability teams; report to the Country Campus IT Lead with a dotted line to the India IT Head.

Candidate Knowledge, Skills & Experience

Lead Site IT Management for Commercial India, ensuring accountability for Infrastructure & Operations services. Collaborate with functional teams, IT Specialists, and Service Managers to deliver IT services to agreed SLAs and customer satisfaction targets. Provide leadership for Service Improvement Plans; monitor and manage progress. Work with regional and global workplace teams to ensure responsive, customer-focused IT service delivery. Act as escalation point for high-priority service failures; drive resolution aligned with business-critical priorities. Ensure smooth service transitions in collaboration with Acceptance to Service managers. Manage budgets for the service area; provide input to IT Financial Management and Commercial India Capital budgets. Oversee customer satisfaction; escalate issues as appropriate. Ensure compliance with asset management and data sanitization policies; govern IT asset management processes. Manage local IT vendors; monitor SLA performance and benchmark future agreements. Coordinate across IT functional boundaries for consistent service delivery. Oversee IT infrastructure projects and last-mile delivery for global initiatives. Prepare and review ticket analysis, trend reports, hardware failure reports, and CSAT metrics. Maintain excellent communication and coordination skills; interact with senior leadership. Manage IT hardware asset portfolio for risk, cost control, governance, compliance, and performance. Ensure accuracy of asset management data; identify and implement process improvements. Generate IT asset reports; collaborate with Procurement and Finance for synergies. Responsible for site IT helpdesk, on-site support, and deskside support. Represent Commercial India IT on global teams when required. Minimum

8 years of experience

in IT service management or related roles.

Job Dimensions

Reports to: Site IT India Lead; dotted line to India IT Head. Key stakeholders: India Commercial Business Units, Operations IT Lead. Team leadership: Manages a team of 4+ third-party staff.

Why AstraZeneca?

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, and always committed to lifelong learning, growth and development. We're on an exciting journey to pioneer the future of healthcare.