Oferty pracy: remote work customer service

Global Clinical Solutions (GCS) drives the delivery of technology and central services for AstraZeneca in-house studies and supports an oversight of solutions in outsourced studies.

The Program Manager – Veeva Clinical Partnership will lead AstraZeneca’s strategic, multi-year transformation program to implement and optimize Veeva Vault Clinical solutions across global Clinical Operations. This role is accountable for driving integrated planning, governance, and delivery of key ClinOps capabilities—including RTSM, Site Connect, Payments, and Study Training—to enable harmonized processes, compliance, and inspection readiness across all Therapeutic Areas (TAs).

The Program Manager will operate at the intersection of business, technology, and vendor management, ensuring seamless collaboration between Clinical Operations leadership, study teams, IT, QA, Procurement, Finance, and Veeva partners. Success in this role requires strong program governance expertise, deep understanding of clinical workflows, and the ability to influence diverse stakeholders to achieve business objectives and maximize value realization.

Key outcomes include:

• Establishing robust governance and PMO frameworks (IPP, RAID, dashboards).

• Driving cross-TA process harmonization and global adoption of Veeva ClinOps modules.

• Managing integrations, data flows, and vendor deliverables to ensure scalability and compliance.

• Leading change management, communications, and training strategies to embed new ways of working.

• Acting as the primary liaison with Veeva’s Global Program Manager and consulting teams to maintain continuity and quality across all phases.

This is a high-impact role with global visibility, requiring exceptional leadership, stakeholder engagement, and delivery discipline to transform AstraZeneca’s clinical operations ecosystem.

Role Purpose

Lead AstraZeneca’s multi-year clinical partnership with Veeva to plan, mobilize, and deliver ClinOps capabilities across Payments, Site Connect, Study Training, and RTSM—ensuring integrated processes, compliant operations, and strong user adoption.

Scope & Impact

Global remit with cross-functional stakeholders in R&D, Clinical Operations, Procurement, IT, Quality, and Finance; vendor partners at Veeva. Direct accountability for program governance, integrated planning, RAID management, and value realization across multiple workstreams and studies. Drives outcomes that enable near real-time inspection readiness and compliance for clinical operations.

Key responsibilities

1) PMO & Governance

• Establish and run program governance (Steering Committee, cross‑workstream stand‑ups, PM stand‑ups, checkpoint sessions).
• Build and maintain the Integrated Project Plan (IPP), unified RAID log, and project progress dashboard; publish weekly status.
• Define and uphold the project charter, RACI, and risk management plan as the single source of truth across workstreams.

2) Clinical Process & Configuration Leadership

• Lead discovery and current‑state assessment; align AZ future‑state ClinOps processes for Payments, Site Connect, Study Training, and RTSM; coordinate configuration planning and workshops.
• Partner with AZ SMEs and Veeva consultants to balance standard vs. custom configuration for value, compliance, and scalability.
• Work across all Clinical Operations Therapeutic Areas (TAs) to ensure harmonized processes and consistent adoption across global studies.

3) RTSM / EDC Delivery

• Drive RTSM study build planning and readiness; coordinate inputs and timelines with study teams.
• Proactively identify and escalate product limitations or risks (e.g., local blinding of roles concerns; EDC–RTSM integration expectations) to ensure viable mitigations are agreed and tracked.

4) Integrations & Data Flow

• Orchestrate integrations & connections planning across the AZ clinical ecosystem; oversee data extracts, connection strategies, and non‑functional requirements.
• Maintain program control to avoid silos; ensure the IPP, RAID, and governance artifacts remain authoritative.

5) Change Management, Communications & Training

• Define and execute OCM, comms, and training strategies to drive adoption and measurable value realization.
• Collaborate closely with all stakeholders—ClinOps leadership, study teams, IT, QA, Procurement, and vendor partners—to achieve business objectives and deliver value across the enterprise.

6) Vendor, Contract & Budget Management

• Act as AZ’s day‑to‑day counterpart to Veeva’s Global Program Manager and consulting leads; ensure continuity across phases (including post go‑live).
• Coordinate with AZ R\&D Procurement on the MSA/addendum and any scope wording (e.g., RTSM) to keep timelines and safeguards on track.

7) Documentation, Collaboration & Security

• Set up and maintain Microsoft Teams / AZ SharePoint folds as the authoritative repository, ensuring AZ asset ownership and access controls.

8) Logistics & On‑Site Sessions

• Plan and run kick‑off workshops and other F2F sessions (rooms, breakout logistics, attendee lists), adhering to the AZ Travel Policy and approved hotels.

Leadership and Strategic Oversight

As the primary point of contact for the GCS sub-function and designated component of the Development Operations process, technology, and central service portfolio:

• Provides strategic oversight of GCS personnel, processes, technology, and central services within the allocated Category (sub-function)
• Accountable for the design, development, implementation, maintenance, continuous improvement and ongoing customer support for the technology and central services within the category, and for ensuring compliance with applicable industry regulations and AstraZeneca Global and Local Policies
• Ensures customer requirements are understood, critically evaluated, prioritised, and addressed within the Category
• Works with GCS Leadership to define and monitor key performance indicators to evaluate the overall performance of the technology and central services within the Category and across the end-to-end clinical development value chain
• Analyses Category performance and trends, shares performance information and works with GCS personnel to identify and implement solutions that improve business performance
• Acts as the primary point of escalation for GCS personnel for any risks and issues identified within the assigned
• Develops project planning and action logs, risks, and issues reports
• Oversees the delivery of Corrective and Preventive Actions to time and quality, and acts on data or trends identified through the Quality & Risk Management process
• Member of the Executive Steering Committees and Governance Teams relating to processes, technology and central services within the Category
• Work with GCS Leadership and key stakeholders to prioritise the needs and resources required to deliver solutions, and provide feedback and clear rationale for any areas that will not be addressed

Strategic Leadership & Vision

• Act as a strategic partner across R&D, IT, and Clinical Operations to ensure seamless integration of new technologies into the clinical ecosystem.
• Monitor and evaluate pharmaceutical digital solutions that can improve or automate clinical study conduct at AstraZeneca.

Innovation & Technology Enablement

• Lead the introduction and implementation of innovative technologies, automation tools, AI products, and new business platforms.
• Champion the Test/Start/Scale framework to evaluate and operationalize digital capabilities.
• Drive the assessment and deployment of novel technologies such as remote vital signs monitoring, home blood testing, cognitive assessments, tokenization, and digital medical devices.

Operational Excellence & Delivery Readiness

• Bridge innovative digital strategies with operational delivery readiness to enable excellence in clinical trial execution.
• Ensure that new technologies are introduced with appropriate training, governance, and integration into existing systems and workflows.

Global Line Management:

• Provides global management and leadership to fulfil global management accountabilities and local employment law requirements
• Attracts, develops, and retains top talent and actively works to promote team building and morale within the department
• Ensures GCS employees are properly trained, and possess required skills and knowledge
• Provides direction, real time situational mentoring, career development guidance, and coaching as appropriate
• Provides performance management, performance assessment and reward and recognition proposals for direct reports
• Develops and nurtures future AZ leaders by leading and driving the capability development. Builds a sustainable capability development framework and ensure individuals are equipped with the right skills and capabilities to deliver
• Coordinates the tracking of demand for drug and improvement projects versus capacity of resources, work prioritisation within GCS

Functional Partnering:

Act as the primary point of contact for a Functional Leadership Team:

• Communicates and ensures awareness of Development Operations technology and central service development, maintenance and improvement plan and priorities
• Understands the processes, technology, and services the function relies on, their needs and pain points. Uses this knowledge to remove barriers and identify opportunities for improvement. Represents the assigned functions needs in improvement work prioritisation, communication, and implementation planning
• Ensures the effective resolution of technology and central service risks and issues that impede the functions progress and effective delivery. Identifies and engages with the right process, technology, and service experts, and expertly utilises escalation routes and governance bodies to gain traction and deliver rapid solutions

Develops transition plans into business areas and ensure controlled handovers to users and business as usual processes

Essential:

• 10+ years of pharma or life science experience including line management experience and building and leading global teams in matrix environment
• Master of Science in an appropriate discipline or equivalent experience
• A deep understanding of business processes, technology, clinical trial information, regulations and guidelines impacting the drug development process
• Ability to identify opportunities, lead and foster cross-functional collaboration, and to work across boundaries to increase performance in the end-to-end clinical development value chain
• Demonstrated ability to lead and manage through change, and see change as an opportunity to improve performance and add value to the business
• Experience in working successfully and collaboratively with external partners delivering mutual benefit
• Proven leadership skills promoting motivation and empowerment of others to accomplish individual, team and organisational objectives
• Demonstrated project management skills and proven skills to deliver to time, cost, and quality in large scale complex projects
• Demonstrated excellent written and verbal communication and influencing skills, negotiation, presentation, knowledge transfer (mentoring), collaboration, problem solving, conflict management and interpersonal skills

Desirable

• Ability to influence and negotiate at all levels to bring business benefit and customer satisfaction, and to gain the trust and respect of Senior Leadership Teams
• Experience of utilizing standard process improvement methodologies (e.g. Lean Six Sigma) to identify root causes of process issues and identify areas of process improvement
• Extensive experience in the development and management of Business Process to deliver business performance
• Demonstrated ability to set and manage priorities, resources, performance targets and project initiatives in a global and regional environment
• Expert reputation within the business and industry in their respective categories