AI-Driven Service Improvement Lead

AstraZeneca GmbH; Durham (NC); On-site; USD 130,000 - 190,000; Full time

Benefits offered by this job

Office-based 3 days/week

Flexible working

Job summary

Evinova, a fully-owned subsidiary of AstraZeneca, is seeking a Service Improvement Manager to drive continuous service improvement across its digital health offerings. You will leverage customer insight, data and AI capabilities to improve service quality, efficiency and scalability.

Working across Service Operations, Design, Product, Engineering and Quality, you will identify issues, prioritise initiatives and deliver measurable outcomes in a fast-paced healthtech environment.

Qualifications

• Bachelor's degree and 6+ years of experience in life sciences, healthcare or highly regulated environments.
• Strong experience leading Continuous Service Improvement (CSI) initiatives in service management.
• ITIL certification with hands-on experience in a structured ITIL Service Management environment.
• Experience applying AI, automation and service intelligence to improve customer outcomes.

Responsibilities

• Own the Service Improvement backlog and roadmap with clear priorities, owners and progress.
• Review service performance and customer feedback to identify recurring issues and improvement opportunities.
• Lead CSI reviews and drive improvements to completion using root-cause analysis.
• Measure impact of improvements on customer effort, CSAT and SLA performance.
• Lead vendor POCs for new tooling and service improvement opportunities with cross-functional teams.
• Own delivery of the service monitoring and alerting roadmap with Engineering.

Skills

CSI

ITIL

Data-driven

AI/Automation

Service Management

Education

Bachelor's Degree

Tools

Service Cloud

Power BI

Job description

Evinova, a fully-owned subsidiary of AstraZeneca, is seeking a Service Improvement Manager to drive continuous service improvement across its digital health offerings. You will leverage customer insight, data and AI capabilities to improve service quality, efficiency and scalability.

Working across Service Operations, Design, Product, Engineering and Quality, you will identify issues, prioritise initiatives and deliver measurable outcomes in a fast-paced healthtech environment.