ROLE SUMMARY

The Digital Colleague Services and Adoption is responsible for providing a high quality, consistent, and repeatable end user support experience to Pfizer colleagues via a multi-channel service support strategy. The team provides leadership to maintain and deliver a consistent operating environment across Digital services and operations across BUs and/or a grouping of sites in the region serving as a single point of contact for service delivery.

The Sr. Associate Service Delivery Manager role will partner with Service Delivery Managers within the APAC region (primarily in India) to support them in the management of service providers to effectively drive service level commitments, service quality improvements, and optimizing the service to maintain high customer satisfaction.

ROLE RESPONSIBILITIES

Service Delivery Support:

• Drives an enhanced client experience for a cluster of sites in the APAC region (primarily in India) minimizing and eliminating operational issues.

• Maintains key metrics for quality, efficiency, and productivity for support.

• Manage vendor billing, accruals, resource and project change requests, and manages new project demand coming into the team.

• Ensure alignment across the Pfizer Digital organization and service providers – effectively utilizing the Pfizer Digital organization.

• Manage projects and change initiatives through the project life cycle, ensuring delivery to required time, cost & quality.

• Adhere to the Pfizer Digital Process Framework

• Provides status updates and communicates relevant Digital-related information to key stakeholders.

• Receive client escalations and follow-up with appropriate teams to ensure issue resolution.

• Support local events and conferencing needs

BASIC QUALIFICATIONS

• Bachelor’s Degree required

• 2+ years relevant experience as a business information technology professional in one or many roles such as a service delivery manager, project manager, or business analyst

• Experience working within the ITIL Service Management Lifecycle framework & processes, and IT Financial Management (i.e. forecasting, budget management, accruals)

• High level of awareness of internal and external technology trends.

• Diplomatic and customer service focused; ability to manage key stakeholders in positive, poised, and effective manner.

• Proven experience in effectively communicating technical issues/challenges to non-technical people.

• Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude.

• Prior knowledge of working with Tableau data visualization tool preferred

• Ability to manipulate data to provide meaningful insight

• Project Management skills preferred and working knowledge of Agile

PREFERRED QUALIFICATIONS

• Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred

• Excellent communication skills and the ability to indirectly influence key partners and stakeholders

PHYSICAL/MENTAL REQUIREMENTS

Occasional requirement to move computer equipment and printers

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• Must be able to work onsite five (5) days per week

• Candidates must be capable of travel if required.

• Pfizer Digital is a 7x24x365 endeavor. This role may require physical or virtual participation on a weekend, holiday, or after normal business hours to address business escalations

ORGANIZATIONAL RELATIONSHIPS

Work with global teams across Pfizer Digital, specifically Service Delivery Managers and project leads. Will have daily interactions with vendors involved in delivery of IT support services to Pfizer users.

RESOURCES MANAGED

Financial Accountability

Supports monthly and yearly budgeting and re-forecasting actual / run rate. Continuously review budget / spend to ensure budget goals are met and exceeded and seek out opportunities for cost synergies or savings.

Ensure proper funding is in place for any innovation work.
Supervision

Individual Contributor, no supervision responsibilities

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.