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Astellas Canada – Incident, Problem & Change Enablement Manager

At Astellas, we strive to become a cutting-edge, value-driven life science innovator. This means working at the forefront of healthcare change to turn innovative science into VALUE for patients.

What sets us apart is our focus on patients, our pioneering innovation, our collaborative culture, and the passion of our talented people.

Making a positive impact on patients’ lives is the purpose behind everything we do. At Astellas, we are relentless in our pursuit of scientific progress and in tackling unmet medical needs, demonstrated by our legacy in oncology, overactive bladder and transplant and our impressive pipeline in women's health, blindness and regeneration, genetic regulation, immuno-oncology, mitochondria and targeted protein degradation.

About Us:

We are a global pharmaceutical company headquartered in Japan, with a team of more than 14,000 managing operations in approximately 70 countries around the world. We are in the Top 30 global biopharma company based on global revenues and are predicted to be one of the Top 10 Cancer Drug Makers of 2024 by Fierce Pharma.

In Canada, we are growing to meet the exciting opportunities realized by our legacy brands and rich pipeline of innovative treatments.

We are looking for candidates who will thrive in our entrepreneurial and empowering environment where talent and leadership flourish. Do your values align with our Astellas Way - patient focus, ownership, results, openness and integrity? Then we would love to hear from you.

From the first day in role, everyone at Astellas has a responsibility for creating a brighter future for patients around the world. We nurture exceptional relationships with our employees to allow them to thrive, foster innovation, and deliver exceptional business results. We work to create a culture where our people feel empowered to pursue brave ideas and ambitious outcomes, to have the confidence to be accountable for a higher standard of performance and embody a competitive and solutions-oriented mindset.

Our expertise, science and technology make us a pharma company. Our open and diverse culture is what makes us uniquely Astellas.

Astellas Pharma Canada (APCA) is currently searching for a Incident, Problem & Change Enablement Manager .

Description

We are seeking an experienced and proactive Incident, Problem & Change Enablement Manager to join our team. As the Incident, Problem & Change Enablement Manager you will be responsible for overseeing and managing the incident, problem, and change management processes on a global scale, ensuring a “follow-the-sun” model is effectively and efficiently implemented in close partnership with your peers in other regions.

You will play a critical role in enabling the Pods and Value Teams to take full accountability for managing incidents, identification and resolution of problems, and the successful implementation of changes.

You will also lead major incidents, ensure the appropriate skills and capabilities from across DigitalX, Astellas and our partners are being harnessed to accelerate the timely conclusion of major incidents and oversee the timely and effective communications to key stakeholders.

The ideal candidate will have a strong background in IT service management, incident management, problem management, change management, and leadership.

Essential Job Duties

• Develop and implement a global incident, problem, and change management strategy and framework.

• Oversee and manage the incident, problem, and change management processes, ensuring adherence to established policies, procedures, and best practices.

• Upskill and oversee high standards from Pod and Value Team teams in handling incident, problem, and change management, providing guidance, support, and coaching.

• Collaborate with cross-functional teams to establish and maintain effective incident, problem, and change management workflows and communication channels.

• Monitor and analyze incident, problem, and change management metrics to identify trends, areas for improvement, and opportunities for service optimization.

• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of incident, problem, and change management processes.

• Ensure timely and accurate communication and escalation of incidents, problems, and changes to stakeholders, including senior management.

• Collaborate with Pods, Value Teams and other stakeholders to prioritize and coordinate the resolution of incidents and the implementation of changes.

• Conduct root cause analysis and problem investigations to identify underlying causes and implement preventive measures.

• Facilitate and lead change advisory board (CAB) meetings to review and approve changes, ensuring minimal disruption to services.

• Lead efforts to resolve Major Incidents as and when they occur.

• Stay up-to-date with industry trends and emerging technologies in incident, problem, and change management.

Qualifications

Required

• Bachelor's degree in Computer Science, Information Technology, Cyber Security, Project management or a related field. Master's degree is a plus.

• Minimum of 6 years demonstrated experience in a leadership role within IT service enablement or infrastructure management.

• Strong knowledge and understanding of IT service management frameworks, such as ITIL.

• Experience in designing and implementing IT infrastructure, including servers, networks, and cloud services.

• Expertise in Service Now

• Familiarity with emerging technologies and trends in IT and service enablement, such as automation, and cloud computing.

• Strong leadership and management skills, with the ability to motivate and inspire a team.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

• Strong problem-solving and decision-making abilities, with a focus on delivering results.

Preferred

• Experience in managing IT budgets and vendor relationships.

• Relevant certifications, such as ITIL, PMP, or AWS, are a plus

Working Environment

• At Astellas we recognize the importance of work/life balance, and we are proud to offer a hybrid working solution allowing time to connect with colleagues at the office with the flexibility to also work from home. We believe this will optimize the most productive work environment for all employees to succeed and deliver. Hybrid work from certain locations may be permitted in accordance with Astellas’ Responsible Flexibility Guidelines.

Additional Information

Astellas Pharma Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the hiring process.

Astellas Pharma Canada requires full Vaccination against COVID-19 as a condition of employment. Reasonable accommodation to this policy may be granted for a valid accommodation request under human rights legislation.

No telephone inquiries, in-person applications, or agencies please. While we appreciate all applications, only candidates under consideration will be contacted.

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Category TechX

Astellas is committed to equality of opportunity in all aspects of employment.

EOE including Disability/Protected Veterans