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Durham, North Carolina, United States
Hybrid
Transform billions of patients’ lives through technology, data and latest ways of working. You’re disruptive, decisive and transformative. Someone who’s excited to use technology to improve patients’ health. We’re building a new healthtech business – Evinova, a fully-owned subsidiary of AstraZeneca Group.
Evinova delivers market-leading digital health solutions that are science-based, evidence-led, and centered on human experience. Smart risks and quick decisions come together to accelerate innovation across the life sciences sector. Be part of a diverse team that pushes the boundaries of science by digitally empowering a deeper understanding of the patients we’re helping. Launch innovative digital solutions that improve the patient experience and deliver better health outcomes. Together, we have the opportunity to combine deep scientific expertise with digital and artificial intelligence to serve the wider healthcare community and create new standards across the sector.
Customer Experience is crucial to Evinova success, and we are building our technology, processes and culture on ensuring maximum value realization for customers, anchored in “lovable” on-boarding journeys for new customers and world-class, groundbreaking customer service and support for existing customers.
The Service Improvement Manager will own the continuous improvement agenda across Evinova’s Service organisation, using customer insight, operational data and emerging digital capabilities to improve service quality, customer experience, efficiency and scalability.
Working across Service Operations, Service Design, Product, Engineering, Delivery, Quality, Regulatory and external partners, the role will identify systemic issues and opportunities, prioritise improvement initiatives and lead them through to measurable outcomes.
A key focus will be the use of AI, automation and service intelligence to reduce avoidable demand, improve customer experience, increase operational efficiency and enable Evinova’s services to scale effectively.
The Service Improvement Manager will also play a key role in North American timezone coverage for Major Incidents & Escalations.
Continuous Service Improvement
Operations Enablement
Customer Experience & Success
Data, AI & Automation
GxP, Quality & Regulatory
Service Improvement Leadership
Service Operations
Essential Requirements:
When we put unexpected teams in the same room, we unleash bold thinking with the power to encourage life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility. Join us in our unique and ambitious world.
Evinova draws on AstraZeneca’s deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers. Together, we accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment.
Evinova represents a unique opportunity to deliver meaningful outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector. We work a minimum of three days per week from the office to maintain the pace, connection, and creative friction that builds great products, while respecting individual flexibility.
Join us on our journey of building a new kind of health tech business to reset expectations of what a biopharmaceutical company can be. This means opening new ways to work, pioneering cutting-edge methods, and bringing unexpected teams together. Interested? Come and join our journey
Date Posted
16-Sep-2026Closing Date
Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.
