GCS Service Design – Service Design Manager

Introduction to role: 
Are you ready to turn ambiguity into clear, scalable services that accelerate impact for patients and the planet? As the Service Design Manager, you will lead the design & mobilization rigor and cross-functional alignment that powers enterprise service transformation. Your work will translate opportunities into standardized, repeatable, and measurable services that improve how we deliver medicines and operate sustainably.    

You will partner with internal customers, Service Line/Business Partners, Finance, PMO, IT, and delivery teams to identify opportunities, architect service designs, validate through prototypes/pilots, and prepare implementation with clear KPIs and adoption plans. Can you see yourself aligning blueprints, KPIs, and rollout plans so decision-makers act with confidence and urgency? This role sits at the intersection of service design, business analysis, and implementation governance, creating visibility and clarity across a dynamic pipeline.   

Accountabilities: 

• Service Opportunity Discovery and Shaping: Identify, analyze, and prioritize service opportunities; craft problem statements, objectives, scope, and recommended options; align stakeholders prior to formal reviews. 

• Service Design Architecture: Develop service blueprints and process maps (L0–L3), requirements, and operating models; define KPIs, SLAs, benefits logic, and compliance considerations; ensure designs are simple, repeatable, and scalable. 

• Evidence and Validation: Use data, external benchmarks, and pilot hypotheses to validate assumptions; run prototypes/pilots to de-risk scale-up; incorporate learnings into rollout plans and value realization. 

• Implementation Readiness: Produce implementation plans, change management approach, adoption materials, and sequencing; partner and mobilize project teams to implement a smooth transition. 

• Stakeholder Engagement and Visualization: Create position papers and clear visual narratives that explain options, risks, trade-offs, and expected outcomes in simple, defensible terms. 

• Governance Alignment and Transparency: Align artifacts to GCS/GBS methodologies and PMO standards; maintain traceability from assumptions to outcomes; support status and benefits reporting. 

• Ongoing Efficiency & AI Integration: Identify opportunities to drive efficiencies in existing/future workflows using AI and process improvements for the betterment of the wider Service Design team.    

Essential Skills/Experience: 

• Proven experience identifying and shaping service opportunities, defining scope, and aligning stakeholders across matrixed environments. 

• Expertise in architecting service designs (service blueprints, L0–L3 process maps, requirements, operating models) with clear KPIs and benefits logic. 

• Proficiency in data-driven validation, including prototypes/pilots, benchmarking, and scenario thinking to de-risk scaling. 

• Strong capability in developing implementation readiness (plans, change approach, adoption content) and integrating with PMO/status reporting. 

• Demonstrated ability to translate complex ways of working into simple, standardized services; strong visualization and narrative skills.   

Desirable Skills/Experience: 

• Background in service design, shared services, or enterprise transformation. 

• Experience in biopharma or other highly regulated, data-rich industries. 

• Advanced degree or credential in business, design, or related field (e.g., Master’s). 

• Proficiency with design and visualization tools (e.g., Miro, Visio) and familiarity with PMO dashboards and benefits tracking. 

• Executive stakeholder engagement skills, including translating complex designs for non-technical audiences. 

• Familiarity with portfolio management frameworks and PMO standards. 

• Strength in data storytelling, benefits realization, and continuous improvement (e.g., Lean Six Sigma). 

• Experience piloting and scaling new operating models across multiple regions or functions.  

Why AstraZeneca: 
Here, bold ideas meet practical execution to transform the patient experience and our impact on society. You will work with curious, diverse teams who bring unexpected combinations of skills into the same room to unleash fresh thinking. We pair cutting-edge science with digital, data, and design, empowering you to take smart risks and back them with strong governance. We value kindness alongside ambition, encourage feed-forward learning, and give you the tools and trust to shape services that matter—advancing therapies while improving how our enterprise operates and sustains the planet. 

Call to Action: 
Bring your service design leadership to a mission that matters—send us your CV and show how you'll turn ambiguity into clear, scalable outcomes that deliver real impact! 

Date Posted

10-mar.-2026

Closing Date

31-mar.-2026

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.