Associate Director, Service Operations
We are seeking a Service Delivery Specialist with a unique blend of customer support expertise and technical knowledge in data management. This role involves an end-to-end service responsibility, from service definition in collaboration with Data Cataloguing Capability Owner until supporting R&D customers in their data requests, including finding the right assets, managing data cataloguing process and data transfers from internal and external locations, managing the data access, including writing the policies using the basic SQL or Python scripts. The successful candidate will play a pivotal role in ensuring seamless data operations and customer satisfaction.
Typical Accountabilities
Customer Support: Act as the primary contact for R&D customer data requests (find, access, catalogue and store), ensuring all needs and expectations are met efficiently and effectively.
Data Management: Oversee the cataloguing, import, and hosting of data on platforms, ensuring compliance with relevant regulations and standards.
Technical Expertise:
Utilize technical knowledge to support data storage and transfer processes, ensuring data is managed securely and efficiently.
Contribute to automatize cataloguing and remediation activities.
Script Writing: Develop basic SQL or Python scripts to enable data access and streamline data operations.
Service definition and Continuous Improvement: Contribute to define the enhancements of data services by using operational metrics, alignment with data cataloguing capability owner and feedback with from the customer to drive improvements.
Collaboration:Work closely with Data cataloguing capability owner, Data vendors, system owners, and internal teams to coordinate data access and ingestion.
Relationship Building:Establish and maintain strong relationships across R&D to become a trusted partner and resource.
Education, Qualifications, and Experienceand skills:
Essential
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
Demonstrated ability to take a customer-driven approach, delivering outcomes that meet customer needs and expectations.
Proven experience in customer support, particularly in a data management or technical environment (at least five years).
Proficiency in SQL and Python for writing scripts to manage and access data.
Strong understanding of data storage and transfer systems.
Proven experience in life sciences drug life cycle development.
Excellent communication and interpersonal skills.
Ability to work collaboratively and build strong relationships across teams.
Problem-solving skills and a proactive attitude towards customer service and data management improvements.
Desirable
Proven experience working with GxP guidelines and regulations.
Experience in the pharmaceutical or biotechnology industry.
Knowledge of data management regulations and best practices.
Experience working with ITIL framework
Certified in ITIL framework
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.
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