Director – Business and Solutions Support

GCL: F

Introduction to role:

Are you ready to build a world-class support capability that keeps analytics and reporting running reliably at scale—so the right insights reach decision-makers when it matters most? Do you enjoy redefining service operations into engines of continuous improvement and measurable value?

This role leads the strategy and delivery of our business support function for deployed analytics, reporting, and process solutions. As the primary liaison business stakeholders and our Process & Analytics Services teams, you will ensure live services are stable, performant and continuously improving, enabling teams across the enterprise to act with confidence and pace. You will shape how we sustain solutions after launch—so they evolve, stay resilient, and power smarter decisions that ultimately help bring better treatments to patients.

You will join the leadership team for Process & Analytics Services and oversee a distributed team of support analysts. From day one, you’ll set direction, create standards, and orchestrate multi-functional delivery to raise the quality, responsiveness and clarity of our support services.

• Own day-to-day BAU support for live analytics tools and reports. Ensure timely logging, tracking and resolution of user queries and incidents via ServiceNow and other service management platforms, driving swift recovery and clear communication.
• Streamline workflows using automation and guidelines. Optimize ticketing and centralized tracking, analyze support metrics to spot trends, and implement changes that reduce resolution times and increase service quality.
• Champion creation and maintenance of knowledge articles, user guides and FAQs. Expand self-service and empower users by publishing content in internal portals and facilitating targeted training and communications.
• Lead the handover of new analytics solutions from project teams into operational support. Validate user documentation, operational routines (such as data loads and period-end schedules) and knowledge transfer before assuming ownership.
• Safeguard performance, availability and reliability of dashboards, reports and analytics applications. Supervise minor enhancements and partner with development teams to resolve bugs and implement updates without redefining users.
• Serve as the liaison between business users and technical teams. Surface pain points, manage expectations, communicate outages and changes, and report on support outcomes to leadership and partners to maintain trust and satisfaction.
• Establish robust governance for support activities. Track workloads, productivity and cost, and use tools like JIRA and ServiceNow analytics to produce regular performance insights. Manage recharge and budgeting processes with transparency.
• Lead and mentor a team of approximately 10–15 Business Support analysts. Set clear objectives, monitor performance, and foster a culture of accountability, customer focus and continuous improvement aligned to compliance and quality standards.

• Bachelor’s degree in a relevant field (e.g., Business, IT, Data/Analytics) or equivalent experience.
• 15+ years of Proven experience in a support or service delivery role (preferably within shared services, analytics, IT services, or similar environment), including leading a support team or function.
• Strong knowledge of service management frameworks and tools (e.g., ITIL processes, ServiceNow, JIRA) and a track record of process improvement/automation in a support context.
• Excellent problem-solving skills and ability to manage sophisticated issues in live service environments, with a focus on root cause analysis and long-term fixes.
• Demonstrated collaborator management and communication skills – able to effectively collaborate with business customers, technical teams, and leadership, providing clear updates and managing expectations.
• People leadership capability: experience in developing talent and driving commitment in a team, with strong organizational and mentoring skills.

• Experience in Global Business Services (GBS) or shared services operations, with insight into analytics/reporting service lines.
• Familiarity with data analytics tools (e.g., Power BI, data pipelines) and basic understanding of the data lifecycle to better support technical fix and communication with development teams.
• Continuous improvement or Lean/Six Sigma certification/training, indicating ability to optimize processes and drive efficiency gains.
• Knowledge of AstraZeneca’s internal systems and support processes (such as myAZ, internal Knowledge Bases, compliance standards) would be an advantage.
• Project management skills or experience in transitioning projects to operations (e.g., experience with hypercare, service transition) to ensure a smooth uptake of new services into the support portfolio.

Here, science and technology meet at scale to change how care is delivered for people living with respiratory, cardiovascular, renal, metabolic and immune conditions. We are investing heavily in digital capabilities to accelerate launches and connect insights across the healthcare ecosystem. You will find unexpected teams in the same room fueling ambitious thinking, with leaders who set clear direction and invite challenge. We move fast, test and learn, and support each other to stretch beyond what’s been done before. Your work in sustaining and improving analytics will directly support decisions that shape patient outcomes worldwide—ambition balanced with patience, and big goals matched with the resources to reach them.

Lead the engine room that keeps our analytics performing and evolving—step forward to shape a modern support capability that delivers dependable insight at scale and makes a measurable difference for patients and the business!

Date Posted

Closing Date

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.