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.
Preferred Education, Qualifications and Experience:
Bachelors Degree preferred
ITIL training / service management accreditation
Date Posted
05-Nov-2024Closing Date
21-Nov-2024Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form.AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.