Director, L4 Support & Sustainment

Use Your Power for Purpose
Digital is helping Pfizer Global Supply win the digital race in pharma and create breakthroughs that change patients' lives. Digital provides innovative digital solutions that unleash the power of our people by allowing them to focus their time and attention on value-add tasks. Our solutions accelerate key PGS initiatives and help PGS sites realize benefits of continuous improvement more rapidly.
The Digital Manufacturing organization enables a world-class manufacturing and supply chain organization by increasing visibility and efficiency across diverse systems and processes and delivering predictive analytics and insights. The team supports Pfizer's Core Manufacturing & Engineering Solutions, while enabling a secure, seamless flow of contextualized data from the device & control levels, all the way to the top of the Enterprise. Our goal is to create persona driven, connected experiences across our shop floors to predict and optimize operations, while providing intelligence, and real-time insights to operators. Keyfunctional areas:

• Strategy & Operation Excellence
• Global Supply Engineering & Sustainment
• Manufacturing Operations Solutions
• E2E Network Solutions

The Global Supply Engineering & Sustainment team leads the technical support for manufacturing applications and core platforms, overseeing technology and vendor partnerships, and ensuring strong architecture governance.Our mission is to ensure that the platforms, systems and digital capabilities that power our global supply chain are reliable, scalable and future-ready.
The Director, L4 Support and Sustainment will be responsible for the ongoing strategic oversight and management of over 10 different applications, including MES and PLM solutions across all manufacturing sites. This role requires a visionary leader with deep technical expertise and a strong understanding of manufacturing processes. The Director will ensure optimal performance, reliability, and continuous improvement of our enterprise solutions, aligning them with our business goals and operational needs.
This role will be responsible for overseeing a team of 11+ colleagues and contractors globally, providing 24/7 support, as well as break/fix and ongoing sustainment.
What You Will Achieve
In this role, you will:
Leadership and Strategy:

• Develop and implement strategic plans for the support and sustainment of MES and PLM solutions.
• Work collaboratively with our business team application management services (BTAMS) to improve workload of incoming support tickets.
• Lead and mentor a team of highly skilled support professionals, fostering a culture of excellence and innovation.
• Collaborate with cross-functional teams to align technology strategies with business objectives.

Operational Management:

• Oversee the day-to-day operations of L4 support, ensuring timely resolution of complex technical issues.

Continuous Improvement:

• Monitor key performance indicators (KPIs) and identify areas for improvement in support operations.
• Drive continuous improvement initiatives to enhance system functionalities and user experience.
• Evaluate and implement new technologies and methodologies to optimize MES and PLM systems.
• Collaborate with stakeholders to identify opportunities for process enhancements and automation.

Stakeholder Engagement:

• Serve as the primary point of contact for senior leadership regarding MES and PLM support and sustainment.
• Build and maintain strong relationships with internal and external stakeholders, ensuring clear communication and alignment.
• Provide regular updates and reports on system performance, challenges, and strategic initiatives.
• Establish and maintain robust processes and standards for incident management, problem resolution, and change management.
• Monitor system performance and reliability, implementing proactive measures to minimize downtime and disruptions.

Here Is What You Need (Minimum Requirements)

• BS in Engineering or Technology based subject(s) or equivalent experience.
• 8+years related work experience.
• Proven experience in leading L4 support and sustainment of enterprise systems, preferably MES and PLM solutions.
• Strong technical expertise in MES and PLM systems, with a deep understanding of manufacturing processes and operations, and MES integration to automation systems.
• Ability to work across multiple concurrent activities and successfully adapt to changing priorities as required.
• An understanding of system cGMP requirements and demonstrable knowledge of computer system design and maintenance lifecycle in cGMP environments
• Excellent leadership skills, with the ability to motivate and develop high-performing teams.
• Strategic thinker with strong problem-solving and analytical abilities.
• Exceptional communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.

Bonus Points If You Have (Preferred Requirements)

• 3-5 years' experience in a Global Solution environment focused on the build and deployment of Manufacturing Execution Systems (MES) and/or PLM solutions.
• Experience working with Rockwell Pharmasuite or Siemens OpCenter Execution Pharma, specifically architecting Electronic Batch Records (recipes).
• Experience working with NeoPLM or other PLM solutions.
• Experience with Agile Software Delivery.
• Pharmaceutical process manufacturing experience.
• Hands on experience in a manufacturing facility.

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