IT Technical Support Manager

About AstraZeneca

AstraZeneca is a global, science-led, patient-focused biopharmaceutical company that focuses on the discovery,developmentand commercialization of prescription medicines for some of the world’s most serious diseases. Butwe’remore 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 asrequired.

• 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 asappropriate.

• 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;identifyand 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 whenrequired.

• Minimum8 years of experiencein IT service management or related roles.

Job Dimensions

• Reports to: Site IT India Lead; dotted line to India IT Head.

• Key stakeholders: India CommercialBusinessUnits, Operations IT Lead.

• Team leadership: Manages a team of 4+ third-party staff.

Why AstraZeneca?

At AstraZenecawe’rededicated to being a Great Place to Work. Where you are empowered to push the boundaries of science and unleash your entrepreneurial spirit.There’sno better place to make a difference to medicine,patientsand society. An inclusive culture that champions diversity and collaboration, and always committed to lifelong learning,growthand development.We’reon an exciting journey to pioneer the future of healthcare.