Job Description:
The VIP Support Regional Lead will manage all support activities to ensure that services are delivered in accordance with VIP expectations and business requirements for their region, and new and improved services are developed and implemented without risk to our SET and VIP business leaders.
The VIP Service is provided to support our top Executive team with white glove technical support anywhere in the world they may need assistance. The VIP Global service will cover 24x7 support for this limited group of executives. The service will be provided at AZ sites as a normal practice. However, to properly provide the VIP support, travel to alternate sites or locations may be required at any time.
The service will go to the executive whenever practical. The normal hours of coverage of the service is based on the hours of the AZ site where provided. However, as VIP is a 24x7 Global service, the service will provide additional coverage for non-site hours. With Global reach, the service will use a follow the sun methodology when appropriate with support from other VIP Support team members.
This Regional role has a dotted line into Direct Channels Lead with a remit to: manage the VIP strategy at sites; share VIP standard processes and standards; manage VIP services as a global standard for their region this will include working closely with the Site IT Technical Leads/Directors and any local IT Teams for non-hub locations that SET are using.
Service Management
- Represent the region for VIP Service Offering, description and future continuous improvement.
- Drive the network to VIP Support personnel working with other VIP Regional Leads, maintain regular cadence of information sharing and virtual discussion/insights.
- Interact with the senior level executives using excellent verbal/written communication skills.
- Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to.
- Own the regional calendar movements insights to ensure adequate cover is provided in the right location at the right time, including travel where required.
- Take full ownership of Executive Incidents. Lead them to resolution directly or by engagement with other IT service teams.
- Service Ownership which includes: 24x7 Support for Executive Customers, including senior level executive home office support, support while traveling, and high touch support for their Office Assistants. Must manage time flexibly to best suite the schedule of Executives.
- Install, configure, and troubleshoot desktop systems, workstations, network, and audio/visual issues in a regulated environment.
- Responsible for creation and updating all related procedures and documentation.
- Knowledge of and preparedness of all changes and policies that may affect Executive workflow.
- Measure and monitor customer experience and ongoing satisfaction for the VIP service and normal onsite support provided to VIPs.
Essential Education, Qualifications and Experience:
High School Diploma required
- Minimum of 5 years relevant experience required
- Experience in an Executive IT Support capacity
- Self starter willing to learn and able to manage ambiguity and operate effectively with little supervision
- Possess a Customer Focused
- mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability
- for each escalation always handled with tact and diplomacy
- Strong oral and written communication skills.
- Strong interpersonal skills and the ability to work effectively across all levels of the organization.
- Ability to work in a matrix organization.
- Ability to influence people and thought processes without direct authority.
- Ability and desire to help evolve and implement improved processes.
Bachelors Degree preferred
ITIL training / service management accreditation
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.
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