Director – Managed Service Operations Lead

Director – Managed Service Operations Lead Location: Chennai or Bangalore, India Reports to: Senior Director – EUIT Data & AI Forward Engineering The Opportunity AstraZeneca is looking for an experienced technology leader to develop and lead the outsourced service approach for EUIT across our key technology collaborators. In this highly visible role, you will play a key part in guaranteeing the technology services supporting our global business are reliable, secure and resilient. You will bring together operational excellence, strategic partnerships and business continuity while helping us use automation and AI to improve service quality, reduce cost and create capacity for innovation. You will lead through influence rather than direct authority, working across EUIT, business teams and strategic partners to build shared accountability and deliver measurable outcomes. This is broader than traditional service management or vendor oversight. You will have the opportunity to reimagine how technology operations work at scale, creating a more predictive, automated and self-healing environment while strengthening the resilience of our organisation. What You’ll Do Lead Managed Services and Operational Health You will shape and continuously improve the EUIT managed service model across infrastructure, applications, data and technology platforms. You will: • 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. Build Predictive, AI-Enabled Operations You will help move EUIT towards increasingly automated and self-healing operations. Working with our partners and technology teams, you will establish a roadmap for automated detection, diagnosis and remediation. You will champion AIOps, observability and responsible use of AI to reduce manual effort, anticipate issues and improve the speed and quality of resolution. You will also turn promising ideas into practical pilots and scalable capabilities that improve service quality and efficiency. Improve Cost, Capacity and Business Value You will bring service performance and commercial discipline together. You will establish meaningful measures of unit cost and work with partners to improve efficiency through automation, consolidation, demand management, rightsizing and commercial opportunities. Importantly, you will make the value visible. You will connect improvements in operational health, productivity, resilience and cost with increased capacity for innovation and higher-value business priorities. Strengthen Business Continuity and Resilience As the BCP leader for EUIT, you will shape the business continuity and disaster recovery approach across technology services and partners. You will ensure critical services have current and tested recovery plans, coordinate EUIT's response during significant disruptions and strengthen resilience through regular exercises and continuous learning. Working with Security, Business Resilience and business leaders, you will help ensure EUIT is prepared to respond effectively when disruption occurs. Build Strong Strategic Partnerships Our strategic partners are an extension of our technology ecosystem. You will help create relationships built on transparency, trust and shared accountability. You will work with senior partner leaders to agree expectations, review outcomes and address challenges. In partnership with Procurement and Finance, you w