Service Improvement Manager - Evinova

Evinova; Durham (NC); Hybrid; USD 120,000 - 160,000; Full time

Benefits offered by this job

Office in-office 3 days/week

Hybrid work model

Competitive compensation

Job summary

Evinova is seeking a Service Improvement Manager to lead continuous improvement across Service Operations, Design, Product and Engineering. You will leverage customer insights, data and AI to enhance service quality, reduce demand and scale operations for North American time zones while collaborating with external partners.

Experience in regulated environments, ITIL, and data-driven process optimization is essential.

Qualifications

• Bachelor's Degree required.
• Minimum 6+ years experience in life sciences, healthcare, or a regulated environment.

Responsibilities

• Own the Service Improvement backlog and roadmap, with clear priorities and owners.
• Lead regular Service Improvement reviews and drive improvements to completion.
• Use root-cause analysis to identify problems and implement sustainable solutions.
• Measure impact on CSAT, incident recurrence and SLA performance.
• Identify and drive service intelligence, automation and AI opportunities.

Skills

Leadership

Cross-functional collaboration

Analytical thinking

Project management

Communication

Education

Bachelor's Degree

Tools

Service Cloud

Power BI

CRM platforms

Job description

Transform billions of patients’ lives through technology, data and latest ways of working. You’re disruptive, decisive and transformative. Someone who’s excited to use technology to improve patients’ health. We’re building a new healthtech business – Evinova, a fully-owned subsidiary of AstraZeneca Group.

Evinova delivers market-leading digital health solutions that are science-based, evidence-led, and centered on human experience. Smart risks and quick decisions come together to accelerate innovation across the life sciences sector. Be part of a diverse team that pushes the boundaries of science by digitally empowering a deeper understanding of the patients we’re helping. Launch innovative digital solutions that improve the patient experience and deliver better health outcomes. Together, we have the opportunity to combine deep scientific expertise with digital and artificial intelligence to serve the wider healthcare community and create new standards across the sector.

Customer Experience is crucial to Evinova success, and we are building our technology, processes and culture on ensuring maximum value realization for customers, anchored in “lovable” on-boarding journeys for new customers and world-class, groundbreaking customer service and support for existing customers.

The Service Improvement Manager will own the continuous improvement agenda across Evinova’s Service organisation, using customer insight, operational data and emerging digital capabilities to improve service quality, customer experience, efficiency and scalability.

Working across Service Operations, Service Design, Product, Engineering, Delivery, Quality, Regulatory and external partners, the role will identify systemic issues and opportunities, prioritise improvement initiatives and lead them through to measurable outcomes.

A key focus will be the use of AI, automation and service intelligence to reduce avoidable demand, improve customer experience, increase operational efficiency and enable Evinova’s services to scale effectively.

The Service Improvement Manager will also play a key role in North American timezone coverage for Major Incidents & Escalations.

Continuous Service Improvement

• Own the Service Improvement backlog and roadmap, maintaining a clear view of improvement opportunities, priorities, owners and progress.
• Review service performance, customer feedback, incidents, complaints and case trends to identify recurring issues and opportunities for improvement.
• Lead regular Service Improvement reviews, using service insight to agree priorities, actions and owners, and drive agreed improvements through to completion.
• Use root-cause analysis to identify why problems are occurring and drive practical, sustainable solutions.
• Measure and report the impact of improvements on repeat contacts, avoidable DSATs, incident recurrence, SLA performance, operational efficiency and other agreed improvement benefits.
• See opportunities to simplify and standardise processes across customers, studies and markets.
• Lead vendor POCs for new tooling and service improvement opportunities, in partnership with Service Operations & Vendor Governance
• Own delivery of the Service monitoring and alerting roadmap, building on the agreed monitoring framework, and drive implementation with Engineering
• Identify and drive service and process improvements across Device & Logistics and other operational areas.

Operations Enablement

• Partner with Project Managers to provide the service insight, information and reporting needed to support effective operational management.
• Provide visibility of service performance, trends, risks, recurring issues and customer feedback, highlighting areas requiring attention or intervention.
• Identify operational issues affecting study delivery and coordinate with the relevant Service, Product, Engineering and other teams to drive resolution.
• Support Project Managers with service-related inputs for study reviews, customer meetings and operational decision-making.

Customer Experience & Success

• Use CSAT, customer feedback, complaints and support data to identify and address customer struggles.
• Partner with Project Managers, Support & Service team, Product and Engineering to reduce recurring issues and improve customer outcomes
• Translate customer insight into service and process improvements that reduce customer effort and improve service quality.
• Track the impact of improvements on customer experience and operational performance.

Data, AI & Automation

• Find opportunities to use AI and automation to reduce manual effort, avoidable demand and improve service quality.
• Own the Service automation improvement backlog, seeing opportunities to reduce manual effort, avoidable demand and improve service quality.
• Lead the identification and implementation of service intelligence and automation opportunities.

GxP, Quality & Regulatory

• Partner with Quality and Regulatory to assess the implications of proposed service and process changes.
• Identify when specialist Quality, Regulatory, Clinical or Compliance input is required and ensure the right collaborators are engaged.
• Identify and drive service improvements arising from audits, compliance findings, CAPAs and quality issues.

Service Improvement Leadership

• Bring together Service, Product, Engineering, Delivery, Quality, Regulatory and external partners to resolve systemic service issues.
• Provide Service leadership with clear recommendations, risks and decisions required.
• Prioritise improvement opportunities based on customer impact, operational benefit, risk and effort.
• Build a culture of continuous improvement by challenging existing ways of working and sharing lessons and good practice.

Service Operations

• Manage escalation, Evinova and vendor resource allocation and coordination, and customer communications during Major Incidents (P0 and P1), when coverage is required outside European business hours but within North American business hours.

Essential Requirements

• Bachelor's Degree
• Minimum 6+ years experience
• Significant experience in life sciences, pharmaceuticals, healthcare, clinical research, digital health, medical devices or another highly regulated environment.
• Strong practical experience working with GxP principles and quality/compliance requirements.
• Experience working with Quality, Regulatory, Clinical or Compliance teams in a regulated environment.
• ITIL certified with practical experience working in a structured ITIL Service Management environment and leading or delivering Continuous Service Improvement (CSI) initiatives.
• Proven experience leading Continuous Service Improvement (CSI), operational excellence or service transformation initiatives within a Service Management environment.
• Experience using data and customer insight to identify problems and deliver measurable improvements.
• Experience with AI, automation and digital technologies applied to service or operational improvement.
• Strong understanding of customer service and service operations.
• Ability to turn complex operational, customer, quality and regulatory information to clear recommendations and practical actions.
• Excellent analytical, problem-solving and communication skills.
• Strong customer management and influencing skills, including experience working across global, cross-functional teams.
• Experience with service management, analytics or CRM platforms such as Service Cloud, Power BI or equivalent is desirable.
• Nice to have - Lean/Six Sigma or equivalent continuous improvement experience

When we put unexpected teams in the same room, we unleash bold thinking with the power to encourage 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.

Why Evinova (AstraZeneca)?

Evinova draws on AstraZeneca’s deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers. Together, we accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment.

Evinova represents a unique opportunity to deliver meaningful outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector. We work a minimum of three days per week from the office to maintain the pace, connection, and creative friction that builds great products, while respecting individual flexibility.

Join us on our journey of building a new kind of health tech business to reset expectations of what a biopharmaceutical company can be. This means opening new ways to work, pioneering cutting-edge methods, and bringing unexpected teams together.

Closing Date

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.