Director – Managed Service Operations Lead

Overview

Lead and develop the outsourced service approach for EUIT across key technology collaborators, ensuring reliable, secure and resilient technology services that support AstraZeneca's global business, while driving automation and AI to improve service quality, reduce cost and create capacity for innovation.

What you'll do

• Establish clear standards, governance and ways of working across strategic partners.
• Oversee service health across availability, resilience, security, performance, quality and user experience.
• Introduce outcome-based measures that connect technology performance with business impact.
• Strengthen major incident, problem and change management, with a focus on addressing root causes.
• Ensure new products and capabilities move smoothly into sustainable operations.
• Establish a roadmap for automated detection, diagnosis and remediation.
• Champion AIOps, observability and responsible use of AI to reduce manual effort, anticipate issues and improve resolution.
• Turn promising ideas into practical pilots and scalable capabilities that improve service quality and efficiency.
• Establish meaningful measures of unit cost and work with partners to improve efficiency through automation, consolidation, demand management, rightsizing and commercial opportunities.
• Connect improvements in operational health, productivity, resilience and cost with increased capacity for innovation and higher-value business priorities.
• Shape the business continuity and disaster recovery approach across technology services and partners, as the BCP leader for EUIT.
• Ensure critical services have current and tested recovery plans, and coordinate EUIT's response during significant disruptions.
• Strengthen resilience through regular exercises and continuous learning, working with Security, Business Resilience and business leaders.
• Agree expectations, review outcomes and address challenges with senior partner leaders.
• Strengthen commercial governance across contracts, demand, capacity, benchmarking and partner transitions, in partnership with Procurement and Finance.
• Bring EUIT and partner teams together around an increasingly product-centric operating model where responsibility for reliability and continuous improvement is shared.
• Provide senior leaders with a trusted view of operational health, resilience, risk and partner performance.
• Establish practical measures for service health, user experience, productivity, cost, resilience and capacity.

What you'll need

• 12+ years in technology operations, service management or related technology leadership roles.
• Experience leading or governing managed services across areas such as infrastructure, cloud, applications, data or technology platforms.
• Experience managing strategic technology partners and outsourced or offshore delivery models.
• Experience improving service reliability, operational resilience and performance at scale.
• Experience applying automation, AIOps, self-healing or AI to improve operational outcomes.
• Experience leading business continuity, disaster recovery or technology resilience programmes.
• Experience improving cost efficiency while protecting or improving service quality.
• Experience working in product-centric, DevOps or Site Reliability Engineering environments.
• Experience influencing senior stakeholders and delivering results across matrixed organisations without relying on direct authority.

Nice to have

• Broad understanding of modern technology operations, including ITIL, SRE, DevOps, observability and FinOps.
• Knowledge of business continuity, crisis management and disaster recovery.
• ISO 22301, MBCI, cloud, data or AI-related certifications (valuable but not essential).
• Experience within pharmaceuticals, life sciences or another regulated environment.

Details

• Location: Chennai or Bangalore, India.
• Reports to: Senior Director – EUIT Data & AI Forward Engineering.