About Astellas:
At Astellas we are a progressive health partner, delivering value and outcomes where needed.
We pursue innovative science, focussing initially on the areas of greatest potential and then developing solutions where patient need is high, often in rare or under-served disease areas and in life-threatening or life-limiting diseases and conditions.
We work directly with patients, doctors and health care professionals on the front line to ensure patient and clinical needs are guiding our development activities at every stage.
Our global vision for Patient Centricity is to support the development of innovative health solutions through a deep understanding of the patient experience. At Astellas, Patient Centricity isn’t a buzzword - it’s a guiding principle for action. We believe all staff have a role to play in creating a patient-centric culture and integrating an awareness of the patient into our everyday working practices, regardless of our role, team or division.
We work closely with regulatory authorities and payers to find new ways to ensure access to new therapies. We deliver the latest insights and real-world evidence to inform the best decisions for patients and their care-givers, to ensure the medicines we develop continue to provide meaningful outcomes.
Beyond medicines, we support our stakeholder communities to drive initiatives that improve awareness, education, access and ultimately standards of care.
The Opportunity:
In this role, you will lead the implementation and evolution of the enterprise-wide ServiceNow platform, ensuring a seamless and consistent service experience across regions and functions. As the Service Channels Lead, you will play a pivotal role in driving operational excellence by optimizing service delivery channels, enhancing user engagement, and enabling cross-functional collaboration. Your work will directly contribute to the success of global transformation initiatives, supporting Finance, Procurement, HR, and other enterprise functions in delivering efficient, scalable services.
Hybrid Working:
At Astellas we recognise the importance of balancing your work and home life, so we offer a hybrid working solution allowing time to connect with colleagues in person at the office alongside the flexibility to work from home; optimising the most productive work environment for you to succeed and deliver.
Key Activities for this role:
- Implementing and evolving the ServiceNow platform with cross-functional partners to support finance, procurement, HR, and other future service areas.
- Driving global adoption and optimization of ServiceNow solutions to improve operational efficiency and enhance user experience.
- Eliminating email as a service request channel and reducing email dependency across other service interactions.
- Collaborating across Astellas GBS and engaging specialized teams to ensure effective change management and successful project delivery.
- Communicating transformation progress, conducting readiness assessments, and presenting insights to stakeholders and governance forums.
Essential Knowledge & Experience:
- Practical experience with ServiceNow platform implementations across Finance, Procurement, HR, and IT, including user adoption and communication strategies.
- Strong background in analyzing business needs, managing ServiceNow requirements, and collaborating with IT and development teams to deliver outcomes.
- Proven ability to lead large-scale, global projects and drive change management initiatives in complex organizational environments.
- Experience with Agile methodologies, process mapping/design, and leading cross-functional teams as a Business Lead.
- Excellent interpersonal, communication, and problem-solving skills, with the ability to build trust and influence senior stakeholders.
Preferred Qualifications:
- Experience with DevOps environments
- ITIL certification will be an asset
Education/Qualification:
- Proficiency in business English is essential for effective cross-country collaboration.
Additional Information:
- This is a permanent role based in our Global Capability Centre in Warsaw, Poland and hybrid working with the expectation for some office presence. Flexibility may be required in line with business need. Candidates must be located within a commutable distance of the office.
Astellas’ Global Capability Centres – Overview:
Astellas’ Global Capability Centre’s (GCCs) are strategically located sites that give Astellas the ability to access talent across various functions in the value chain and to co-locate core capabilities that are currently dispersed. Our three GCCs are located in India, Poland and Mexico.
The GCCs will enhance our operational efficiency, resilience and innovation potential, enabling a timely response to changing business demands.
Our GCCs are an integral part of Astellas, guided by our shared values and behaviors, and are critical enablers of the company’s strategic priorities, sustainable growth, and commitment to turn innovative science into VALUE for patients.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Beware of recruitment scams impersonating Astellas recruiters or representatives. Authentic communication will only originate from an official Astellas LinkedIn profile or a verified company email address. If you encounter a fake profile or anything suspicious, report it promptly to LinkedIn's support team through LinkedIn Help.
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