Lead Consultant

Job title Lead Consultant - Enterprise Platform Systems Career level E Introduction to role The Universal Service Experience USE Platform Systems Admin and Technical Services Lead is responsible for overseeing the USE platform s systems administration strategic management operation and continuous improvement The role supports the Enterprise Platform Owner in ensuring the alignment of the platform s delivered services with business needs whilst managing demand and user systems administration to deliver measurable high-quality employee engagement service The USE Platform Systems Administrator and Technical Services Lead plays a critical role in the successful delivery and operation of the USE platform s services ensuring they are reliable scalable secure and follows regulatory policy In collaboration with the USE Platform Technical Owner and Platform Architect the role involves maintaining a collaborative partnership with both the AstraZeneca business customers the wider AstraZeneca business integrated systems owners and the MoveWorks organisation This collaboration enables the platform team to prioritise and schedule technical change whilst minimising impact on the ongoing BAU services The role involves proactively collaborating with key AZ business and technology customers to provide guidance in the service success focus areas determined as crucial to helping AstraZeneca achieve desired outcomes The USE Platform Systems Admin and Technical Services Lead is responsible for the system administration of the USE platform using the MoveWorks Control Console to manage user access security privileges system features and workflows automating processes Additionally the role also involves the ownership of the USE platform s backlog of updates and technical changes responsible for leading prioritisation of the backlog entries and managing the release lifecycle By owning and maintaining a pipeline of demand the process of engaging the USE Platform Ops team to ensure standards are maintained solutions are found to business outcomes using an Out of the Box OOTB functionality is streamlined They will also keep on top of the day-to-day delivery and quality of service presenting a single point of escalation in response to major incidents and root cause analysis Accountabilities Lead the definition design and build of USE Enterprise Platform service demonstrating MoveWorks Copilot for the Enterprise Service Management for Enterprise to address the AZ employee experience challenges and objectives Work within larger enterprise transformation programmes to configure the business-aligned USE Enterprise Platform to complement AstraZeneca s employee experience enhancement agenda Attend the Platform s Service Review Board prioritising backlogged platform upgrades patches recording key service changes and managing service risk and issues Leading release management engaging with the Platform Engineers to manage platform change whilst providing guidance mentoring and performance management Administer the USE Platform Employee group delegated permissions aligned with the managed RBAC set of personas forms workflows and knowledge ingestion Foster a collaborative environment working closely with other IT teams other AZ strategic platform service managers the AZ business and external vendors such as MoveWorks and ServiceNow Identify training needs and opportunities for platform engineering team members to enhance their skills and capabilities Identify key enablers to further enhance the USE Enterprise Platform and employee empowerment and ensure they are implemented Supervise technical debt and ensure in the long term it is removed through a strong relationship with MoveWorks Manage diverse multi-discipline teams within an inclusive team culture where people are recognised for their contribution Manage the day-to-day operations of USE platform ensuring its availability reliability and performance Manage Service Level Objectives SLOs and Platform critical metrics with MoveWorks and internal business customers supporting GBS delivery of service Lead the resolution or root causes of platform-related incidents and problems minimising impact on the USE services Oversee the pipeline and scheduled implementation of changes and releases to platform services ensuring minimal disruption and alignment with business objectives Continually monitor and manage platform performance and capacity to ensure it meets current and future business requirements Collaborate with the AstraZeneca business MoveWorks and integrated platform owners e g ServiceNow and WorkDay to forecast demand for USE services including pipeline and plan capacity accordingly Plan and secure USE platform Operations and Support resources to meet demand and ensure optimal utilisation of the platform capabilities Engage with AZ Business GBS HR IT and Finance customers to understand their ongoing requirements and translate them into USE platform service capabilities to be prioritised within the platform pipeline of demand Prioritise USE platform demand requests based on business impact urgency and resource availability Collaborate with the USE Platform Owner and Architect in developing and driving the USE platform strategic roadmap for services ensuring alignment with business goals and technology trends Collaborate with MoveWorks and platform owners of integrated AZ strategic platforms to identify and implement improvements to services using new technologies and standard processes Drive innovation by exploring and adopting emerging technologies that enhance platform capabilities and deliver business value Develop and enforce USE platform service policies and procedures ensuring compliance with data protection and privacy industry standards and regulations HIPPA GDPR etc Identify and mitigate risks associated with USE platform services including security operational and compliance risks Continually measure services and generate reports on platform availability performance compliance and improvement initiatives Essential Skills Experience Bachelor s degree in Computer Science Information Technology Business Administration Mathematics Statistics or a related field or equivalent experience Demonstrable experience in the delivery of large-scale technology transformation projects Solid understanding and experience deploying and managing technical services across a complex global enterprise A demonstrable understanding of Generative AI Machine Learning capabilities Large Language Models and use cases for enhancing Employee Experience demonstrating and ingesting corporate knowledge Experience of providing ITSM in a large enterprise The service elements performance measures demand management and customer relationship management Demonstrable experience of managing change and incidents for a system or platform using ServiceNow Experience in administering use access using Microsoft s Active Dirtectory Entra-ID 5 years of experience in IT service management platform management or a related role Demonstrable experience in managing technical platforms and delivering high-quality IT services In-depth understanding of knowledge management principles article indexing techniques and data governance practices Familiarity with IT service management ITSM ITIL processes Excellent project management skills with the ability to manage multiple projects simultaneously Strong problem-solving solve skills with an in-depth experience of incident management Demonstrated ability to work in a fast-paced meaningful varied environment experienced in managing system releases management of change Understanding of Scrum Agile support development practices Certified ITIL v4 Foundation or higher certifications Desirable Skills Experience Experience in the pharmaceutical industry or related fields Advanced degree or equivalent experience in Computer Science Information Technology Business Administration Mathematics Statistics or a related field Good understanding of AI ML Governance Ethics Management Training in an understanding of Generative AI ML Deep Learning Models providing technical context to USE Copilot potential issues An understanding of knowledge management practices their importance to a global organisation Relevant foundation certifications in MoveWorks ServiceNow ITSM or related areas are a plus ITIL v4 Service Management Certification PMI Project Management Professional PMP Certification Experience in Lean Agile Ways of Working Good storytelling capability Demonstrable People Process Management skills Proficient in communicating with managing key business technical customers 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 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 ambitious world At AstraZeneca our work has a direct impact on patients transforming our ability to develop life-changing medicines We empower our teams to perform at their peak combining innovative science with leading digital technology platforms Join us at this crucial stage as we become a digital data-led enterprise driving cross-company change to disrupt an entire industry Ready to make an impact Apply now Date Posted 27-Jun-2025 Closing Date 03-Jul-2025 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