■Job purpose
AstraZeneca’s 2030 strategy is driven by its bold ambition to pioneer scientific innovation, lead in key disease areas, and transform outcomes for patients worldwide.
By 2030, the company aims to deliver new medicines, achieve industry-leading growth, and set new standards for sustainability by becoming carbon negative. Positioned as a leader in leveraging technology, data, and artificial intelligence, AstraZeneca strives to advance healthcare and create exponential value for both patients and society.

The Customer Experience & IT leads the way in shaping Japan’s business and technology landscape, driving impactful contributions to our business success.
In line with the business divisions’ objectives, the role holder will

• To maximize the business value of AZ/AZKK, act as a global and local Customer Experience & IT initiative by ensuring effective alignment of CRM with business requirements by OBU & Medical and achieving sustainable operations through AZ IT standard operation methodology.
• Serve as focal point for the Oncology BU and Medical departments for all IT needs, partnering to understand and anticipate strategic, market and/or operational needs, and translate those needs into effective and/or improved processes and/or technical solutions in collaboration with the associated IT department/groups.
• Maintain accountability for manage operational implementation of CRM platforms and IT products aligned with Commercial and Medical business strategies. Responsibilities include all aspects of portfolio implementation planning, platform and product roadmaps, end to end technical implementation and production support services. This platform is widely used for mainly Sales reps/MSLs.


■Role and Responsibilities
• Maximize the business value through CRM strategy, platform, and sustainable operations.
➢ Accountable for the IT projects /IT system operations in all aspects in terms of system life cycle management, ensuring that Service Management processes are in scope, i.e. Incident Management, Problem Management, Change Management, Service Level Management, Configuration Management. Major scopes are commercial systems.
➢ Support Future CRM projects from the perspective of existing systems in collaboration with the CRM platform Lead
➢ For enhancing the accountable IT systems or new business requirements, lead the IT planning process, ensuring sound business cases, analyzing key business requirements that support, improve and/or transform business operations and strategy.
➢ Develop service transition plans to ensure that delivered solutions are sustainable under the production environment, including controlled hand-over into operational support responsible.
➢ Initiate, lead, and support IT projects and their delivery in accordance with project goals, time scales and costs.
➢ Ensure that the team adheres to all standards under the AZ global IT Policies/Guidelines including ADF, SOP, quality, and compliance, as well as processes, defined technical capabilities, and best practices.


• Platform Management:
➢ Oversee the day-to-day operations of the CRM platform (Veeva CRM / Salesforce platform) include Veeva Vault for commercial BU and Medical, ensuring its availability, performance, and reliability.
➢ Implement standard methodologies for platform maintenance and optimization.
➢ Collaborate with business units to understand their needs and requirements.
➢ Ensure adherence to best practices in platform development and customization.
➢ Manage and document changes to the platform, ensuring that changes are properly tested and do not disrupt ongoing operations.
➢ Implement and carry out organizational change processes and policies.
➢ Make roadmap and implement.


• Vendor Management:
➢ Maintain vendor engagement ownership in managing platform vendor strategies, roadmaps aligning to Commercial IT business needs
➢ Maintain accountability for party supplier performance and ensure impact assessments drive improved performance outcomes from external delivery sources.