Learning Technology Service Delivery and Release

**Learning Technology Service Delivery and Release Lead**

**Hybrid Work
- 3 days/week from our Mississauga, Canada office**

**Reports to: Enterprise Learning Technology Solutions Director**

AstraZeneca is transforming the future of healthcare by unlocking the power of what science can do. In support of this, we are growing our Operations and Technology Solutions team, a key part of our global Talent & Development (T&D) function which sits within Human Resources. Talent & Development is a fast-paced, creative, and purposeful environment where innovative thinking is encouraged. Our role is to develop every employee, manager, and leader, while also looking after the learning technology and the talent agenda for the company.

We’ve been on a transformational journey building a culture of lifelong learning, growing our capabilities, developing our talent, and designing an integrated learning technologies infrastructure. Now we are looking to consolidate our new ways of working, delivering value for the business by having the right talent available at the right time and helping to unlock the potential in everyone every day.

**Responsibilities**:
**Leadership Role**
- Provide mentorship, career development, and day-to-day management of work to a team of business analysts and functional leads

**Service Delivery Management**
- Lead the overall service delivery of learning technology solutions. Define and implement service delivery processes and standards
- Continuously supervise and assess service performance, identifying areas for improvement and implementing corrective measures as needed.
- Responsible for governance for global mandatory training - process review, scheduling, validating, administering and working closely with the Mandatory Training Advisory Board.

**Release Management**
- Supervise the planning, coordination, and execution of all service releases and updates in partnership with global IT
- Collaborate with cross-functional teams, including testers, system administrators, and our Global Learning Shared Services team, to ensure successful releases
- Define release schedules, conduct risk assessments, and handle change requests to minimize disruption and ensure high-quality releases.

**Change Management & Technology Ecosystem Review**
- Develop and implement change management processes and controls for learning technology services as well as strategies to facilitate the adoption and smooth transition of learning technologies across the organisation.
- Coordinate and facilitate the Learning Technology Review Board meetings to review and approve change requests
- Ensure proper documentation, testing and validation of changes prior to release

**Vendor and Supplier Management**
- Collaborate with external learning vendors and suppliers to lead service delivery and releases in partnership with global IT
- Establish and maintain strong relationships with vendors, ensuring compliance with SLAs and contractual obligations
- Coordinate vendor activities, review performance metrics, and drive continuous improvement in service delivery.

**Service Transition and Knowledge Management**
- Facilitate the transition of learning technologies from development to production environments
- Develop and maintain knowledge repositories, documentation, and stand operating procedures for service delivery processes
- Ensure up-to-date and accurate information to support service delivery and troubleshooting (i.e. Systems standards)
- Leads the T&D technology solutions team acceptance to service process for all new learning technologies into the global learning tech ecosystem

**Partner Engagement**
- Engage with key partners, including business areas, internal teams, and senior management to understand their service requirements and expectations
- Provide regular updates on delivery performance, release schedules, and technology enhancements/changes
- Collaborate with partners to address concerns, resolve issues, and maintain high levels of customer satisfaction.

**Demand Management & Communication**
- Work with the business to capture an understanding of their business needs and manage the demand intake process for all learning technology requests
- Act as the T&D learning tech central point of contact for all partners involved in the release process for the complete technology estate (22 releases a year), providing regular updates on release status, risks, and issues
- Facilitate effective communication between teams.

**Quality Assurance**
- Conduct thorough quality assurance checks to ensure that learning technologies, digital content, and associated integrations are functioning correctly and meet user requirements.

**Continuous Improvement**
- Find opportunities for process improvements, efficiency gains, and automation within the release management function
- Implement standard processes to enhance the overall learning technology release process in partnership with global IT

**Essential Qualifications**
- B