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Director, Commercial IT - Business Partner, Patient Services

US Commercial Technology | Patient Access & Support Programs

Introduction to the Role

The US patient services landscape is undergoing rapid transformation - from hub and specialty pharmacy models to AI-driven engagement platforms and increasingly complex access and affordability challenges. This role sits at the intersection of that transformation and AstraZeneca's ambition to be a data- and AI-led enterprise.

As Director, Commercial IT - Business Partner, Patient Services, you will be the senior technology partner forUSPatient Services, encompassingPatient Affordability Programs(AZ&Me),Reimbursement Support (Access 360) and Field Market Access (Field Reimbursement Managers)and Support Programs (AZ IC),across the US business. You will combine deep hands-onexpertisein Salesforce Life Sciences Cloud with a practitioner-level grasp of AI engineering and agile delivery to design, build, and ship solutions that genuinely move the needle for patients and the business.

Critically, you will act as a thought leader - bringing an informed, current view of the external US healthcare environment to every conversation, shaping the technology roadmap from the outside-in, and helping business partners understand what is possible as well as what is necessary. You will engage witha wide range ofstakeholders fromsenior leadership tofront-line operations teams, and you will be measured on what gets delivered.

Accountabilities

Thought Leadership & Strategic Direction

• Serve as the domain authority on technology and digital trends relevant to US patient services - including access programs, hub services, copay and free-drug programs, and specialty pharmacy dynamics - proactively bringing external insight into internal strategy.

• Shape a multi-year technology roadmap for Patient Services IT that reflects the evolving US payer, regulatory, and patient-engagement landscape.

• Act as a credible strategic advisor to senior business leaders, translating complex technology possibilities into clear business value.

Salesforce Life Sciences Cloud & AI Engineering

• Own the end-to-end design and evolution of Salesforce Life Sciences Cloud capabilities supporting patient programs, including Health Cloud, Service Cloud, Experience Cloud, and Data Cloud integrations.

• Lead the identification, evaluation, and engineering of AI-powered solutions - including generative AI, predictive models, and intelligent automation - that enhance patient support, access decision-making, and program operations.

• Partner with Commercial AI, Data Science, and Enterprise Architecture teams to ensure AI solutions are robust, explainable, compliant, andproduction-ready.

• Define and govern the technical architecture for patient services platforms, ensuring scalability, security, and integration with enterprise systems (ERP, MDM, specialty pharmacy feeds, hub vendor platforms).

Agile Delivery & Execution

• Drive a delivery-first culture: own the end-to-end delivery of technology solutions from discovery through production, holding yourself and your team accountable to committed outcomes, not just activities.

• Lead agile ceremonies (sprint planning, backlog refinement, retrospectives) and ensure agile ways of working are applied consistently and effectively across the portfolio.

• Establish clear KPIs and delivery metrics; report progress transparently to stakeholders at all levels, escalating risks early and resolving blockers decisively.

• Manage and prioritise a complex programme of concurrent initiatives, balancing strategic build with tactical BAU needs.

Stakeholder Engagement & Business Partnership

• Build trusted relationships across the full stakeholder spectrum - from Executive and VP-level business sponsors to programme managers, operationsleads, and third-party hub and specialty pharmacy vendors.

• Ensure technology strategy is co-created with business leaders rather than handed down.

• Partner with Global Commercial IT, Enterprise Architecture, Legal, Compliance, and Privacy teams to ensure solutions meet all regulatory andGxPrequirements.

• Mentor and develop a team of Business Analysts, fostering deep domain knowledge and a delivery mindset; share best practice across relevant communities of practice.

Quality, Compliance & Continuous Improvement

• Ensure all solutions adhere to AstraZeneca's quality, compliance, and data governance standards, including applicableGxPrequirements.

• Drive continuous improvement in process, tooling, and team capability - regularly reviewing what is working and acting on findings.

Essential Skills & Experience:

Technical and Educational Expertise:

• Bachelor's Degree

• Minimum 7+ years of relevant experience

• Deep hands-on experience with Salesforce Life Sciences Cloud (Health Cloud, Service Cloud, Experience Cloud, Data Cloud). Ability to architect solutions, guide technical teams, and engage credibly with Salesforce partners andother technology vendors.

• Demonstrable experience designing and delivering AI-powered solutions - including use of large language models, predictive analytics, or intelligent automation - in a commercial or patient services context. Familiarity with AI development tools, prompt engineering, RAG architectures, and responsible AI frameworks.

• Deep experience working with complex integrated technology environments, including API design, data pipelines, and third-party platform integrations (specialty pharmacy, hub service providers, EHR/EMR, MDM).

US Healthcare & Patient Services Domain Knowledge

• Extensive knowledge of the US patient services ecosystem: hub services, patient support programs (PSPsand PAPs), specialty pharmacy operations, prior authorisation workflows, copay and free-drug affordability programs, and patient safety/pharmacovigilance reporting obligations.

• Current, informed understanding of the US healthcare access environment, including payer dynamics, PBM landscape, federal and state affordability policy, and the competitive context for pharmaceutical patient services.

• Ability to translate external healthcare trends into actionable technology strategy and to position this perspective confidently with senior business and technology leaders.

Delivery & Agile

• Proventrack recordof delivering complex technology programmes on time and to agreed outcomes in a large, matrixed organisation.

• Strong command of agile delivery methodologies (Scrum,SAFe, or equivalent); experience as a senior practitioner, not just a process follower.

• Highly organised with the discipline to manage multiple concurrent workstreams without losing sight of individual delivery commitments.

Stakeholder Management & Leadership

• Exceptional ability to engage, influence, and build credibility with stakeholders at all levels - fromseniorexecutives to operational teams - adjusting communication style and depth accordingly.

• Strong executive presence with excellent written and verbal communication skills; able to present complex technical concepts clearly to non-technical audiences.

• Demonstrated experience in IT business partnership, technology product management, or equivalent roles, with significant tenure in pharmaceutical, biotech, or healthcare.

Desirable Skills & Experience

• Advanced degree or relevant professional certifications (Salesforce,SAFe, cloud architecture)advantageous.

• Experience deliveringGxP-validated systems in a regulated pharmaceutical environment.

• Hands-on experience with AI/ML platforms (e.g., AWS SageMaker, Azure OpenAI, Salesforce Einstein,Agentforce) and the practical realities of taking AI models to production.

• Familiarity with US HIPAA, state privacy laws, and their implications for patient data and program technology.

• Experience managing third-party technology vendors and system integrators, including contract and performance management.

• Experience of virtual-first, globally distributed team collaboration.

• Coaching, mentoring, or people leadership experience.

Why This Role

AstraZeneca is on a journey to become a digital and data-led enterprise, and Patient Services is one of the areas where that ambition is most tangible - where the right technology decision directly affects whether a patient can access and stay on a life-changing medicine. This role offers rare scope: the technical depth of owning a Salesforce Life Sciences Cloud and AI platform, the strategic reach of advising senior business leaders, and the satisfaction of shipping things that matter.

We offer a culture of genuine innovation, psychological safety to challenge the status quo, and significant investment in personal development. If you are a delivery-focused technologist with deep domain knowledge, strong opinions, and the credibility to bring others along with you, we want to hear from you.