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Continuous Improvement jobs in United States

Global IT Service Desk Director

Global IT Service Desk Director
AstraZeneca
Macclesfield
GBP 80,000 - 95,000
Urgently required
Today
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Quality Improvement Officer

Quality Improvement Officer
Acuity Care Group
Nottingham
Remote
GBP 35,000 - 38,000
Urgently required
Today

GP Practice Manager

GP Practice Manager
Integrated Care System
Winsford
GBP 35,000 - 55,000
Urgently required
Today

Director of Teaching and Learning

Director of Teaching and Learning
Newham College of Further Education
Leeds
GBP 50,000 - 70,000
Urgently required
Yesterday

Senior Manager Software Engineer / App Dev, Payment Services - Farnborough

Senior Manager Software Engineer / App Dev, Payment Services - Farnborough
Vantage Point Global
Farnborough
GBP 70,000 - 90,000
Urgently required
Yesterday
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Supply Chain Manager

Supply Chain Manager
ZipRecruiter
Severn Beach
GBP 60,000
Urgently required
Yesterday

Head of Customer Insight & Complaint

Head of Customer Insight & Complaint
AXA Group
Redhill
GBP 70,000 - 90,000
Urgently required
Yesterday

Senior Geotechnical Engineer

Senior Geotechnical Engineer
JR United Kingdom
Warrington
GBP 45,000 - 65,000
Urgently required
2 days ago
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Commercial Assistant

Commercial Assistant
Mears Group PLC
Tredegar
GBP 30,000 - 37,000
Urgently required
2 days ago

Head of Safety, Effectiveness & Compliance

Head of Safety, Effectiveness & Compliance
Integrated Care System
Eastbourne
GBP 62,000 - 73,000
Urgently required
Today

Looked After Children Nurse

Looked After Children Nurse
Integrated Care System
London
GBP 34,000 - 42,000
Urgently required
Today

Data Quality Care Coordinator

Data Quality Care Coordinator
Integrated Care System
Burton-on-Trent
GBP 25,000 - 35,000
Urgently required
Today

Maintenance Manager

Maintenance Manager
Biffa Waste Services
Seaham
GBP 35,000 - 50,000
Urgently required
Today

Executive Headteacher

Executive Headteacher
Step Teachers
East Cambridgeshire
GBP 60,000 - 90,000
Urgently required
Today

Project Accountant

Project Accountant
Bayman Atkinson Smythe Ltd
Ashton-under-Lyne
GBP 45,000
Urgently required
Today

Operational Lead

Operational Lead
-
Warrington
GBP 40,000 - 60,000
Urgently required
Today

Events Co-ordinator (Maternity Cover) [Ref: CC0512]

Events Co-ordinator (Maternity Cover) [Ref: CC0512]
Chichester College
England
GBP 26,000 - 30,000
Urgently required
Yesterday

Quality Engineer Aerospace

Quality Engineer Aerospace
Base Innovate
South Molton
GBP 30,000 - 45,000
Urgently required
Yesterday

PTDE FSSC and BRC Food and Beverage Lead Auditor

PTDE FSSC and BRC Food and Beverage Lead Auditor
TÜV SÜD
Wakefield
GBP 40,000 - 60,000
Urgently required
Yesterday

Data Analyst

Data Analyst
SHiFT
Greater Manchester
GBP 31,000
Urgently required
Yesterday

Principal Quality Assurance Engineer - Manufacturing

Principal Quality Assurance Engineer - Manufacturing
MBDA UK Ltd
Henlow
GBP 48,000 - 56,000
Urgently required
Yesterday

Digital Customer Service Manager

Digital Customer Service Manager
Carlsberg Marston's Brewing Company Limited
West Midlands Combined Authority
GBP 35,000 - 50,000
Urgently required
Yesterday

Material Planner

Material Planner
Cummins Inc.
Peterborough
GBP 30,000 - 40,000
Urgently required
Yesterday

Manufacturing/Lean/CI Engineer

Manufacturing/Lean/CI Engineer
ZipRecruiter
York
USD 85,000 - 110,000
Urgently required
2 days ago

Information And Configuration Manager

Information And Configuration Manager
Bechtel
Reading
GBP 70,000 - 100,000
Urgently required
2 days ago

Global IT Service Desk Director

Be among the first applicants.
AstraZeneca
Macclesfield
GBP 80,000 - 95,000
Be among the first applicants.
Yesterday
Job description

The Global IT Service Desk Director will lead the IT Service Desks across 6 different locations , in a multi-vendor landscape, focusing on negotiation and development of relationships with both internal IT teams and external suppliers to ensure delivery of excellent IT services to AstraZeneca business customers underpinning Employee Experience. The role will drive technology changes and service management activities to ensure services are delivered in accordance with all Service Level Agreements, contractual and business requirements. New and improved services will be developed and introduced without risk to business functions.

The role will drive the development and implementation of performance measurement and management mechanisms to drive service enhancements and seek opportunities to improve IT’s contribution and value to the business.

Accountabilities

Service Management

Responsible for leading the strategy and delivery of the Global IT Service Desk

Support management of the budgets associated to the delivery of Global IT Service Desk Services.

Collaborate with the Business Service Operations Centre, incorporating Global Incident Management and Command Centre teams to focus on key improvement areas for continued success.

Contribute to the creation and management of the overall vision, strategy, and roadmaps for the Service Support organisation to support overall IT strategy and the business

Ensure the demands of the regional Site IT Directors and Business Technology Groups are built into roadmap.

Own and drive service improvement initiatives and remediating actions.

Establish relationships with suppliers and stakeholders in all regions to coordinate activities and processes and ensure delivery of services.

Establish relationships with AZ key business partners, and a deep understanding of their business needs, to enable new or changed IT services to be developed and delivered that will add real business value. Review and input on behalf of the customer, new or changed services being introduced into the live environment.

Establish relationships with global IT teams to ensure that the services are meeting their needs and that they in turn are giving the Service Desk and Onsite teams the support they need in order to be successful.

Ensure that processes are aligned, that tools are being used consistently and effectively and that they are communicated openly and effectively.

Work closely with the problem management lead/team to help them in the delivery of Root Cause Analysis and the implementation of resulting Service Improvement plans.

Ensure that continuity plans for the associated services are maintained .

Use of ServiceNow platform to drive all parts of the service delivery, including associated products and integrations into vendor technology.

Service Performance

Proactively set and manage expectations in the business about service quality, SLA’s , and CSAT results in order to drive customer happiness levels.

Understand all aspects of the service components in the supplier agreements and actively ensure suppliers are on-track to maintain service delivery levels against agreed SLAs, OLAs, and underpinning contracts. Measure performance and use the data to forecast future performance.

Deep understanding of the contractual set-up for AZ to ensure we are driving to maximum capacity , efficiency, and delivery.

Lead critical issues from customers, Site IT, and other stakeholders.

Delivery of regular reporting aligned to the scorecard showing performance against the Global objectives .

Drive the analysis of trends from multiple data sources to drive future service level improvements and provide input and direction for the implementation of Service Improvement Plans.

Education, Qualifications and Experience

  • Solid experience of managing an IT Service team

  • Solid experience of developing and managing relationships with both customers and suppliers

  • Demonstrated leadership abilities, including coaching, mentoring, and team building skills

  • Customer Service Management background

  • Ability to work effectively under pressure and prioritize tasks in a fast-paced environment.

  • Experience with contact channel technologies

  • Service Desk management experience

  • Managing vendors and governance to contracts.

Desirable

  • Business Administration / Information Service Degree

  • ITIL training / service management accreditation

  • Technical skills, awareness, and experience

  • Customer Service accreditation

  • Experience in IT service management tools such as ServiceNow, Genesys or Avaya.

Skills

  • Strong influencing and negotiating skills

  • Strong analytical and problem-solving skills, with a focus on continuous improvement.

  • Excellent communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organization.

Desirable

  • Ability to work well in diverse, multinational teams and proven ability to influence others to achieve positive outcomes

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions . That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.

At AstraZeneca, we pioneer a new Quality way. Develop your e xpertise by being both challenged and supported to apply a modern Quality attitude. It means taking accountability and making brave decisions. Whether t hat's reimagining the best way to respond to procedures and regulations or pushing back when there's disagreement. We partner and problem-solve with product and process experts to ensure we perform with excellence across the Quality network.

Ready to make a difference? Apply now!

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.

Date Posted

10-jul-2025

Closing Date

30-jul-2025 Our 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.
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* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.

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