Manager, SAP Support Services

ROLE SUMMARY
We are seeking a technically adept and operationally strong SAP Service Delivery Manager to lead the ongoing support, stability, and optimization of our SAP landscape and integrated ancillary systems. This role combines people and vendor management, issue resolution leadership, and technical depth in SAP troubleshooting and system operations.
The successful candidate will lead a cross-functional team supporting SAP ECC or S/4HANA modules, interfaces and integrations, and other connected enterprise platforms (e.g., middleware, document management, scheduling tools). You will act as a key escalation point, manage SLA performance, and ensure a robust support model across business and IT stakeholders.
SAP Service Delivery Manager role includes following responsibilities:

• Lead and manage a team (internal and/or external) providing L2/L3 support for SAP systems and related platforms.
• Own incident and problem management lifecycle, ensuring timely resolution of SAP and integration issues.
• Drive root cause analysis (RCA) for recurring issues using SAP logs, IDoc monitoring, job failures, and interface traces.
• Oversee the support of core SAP modules (e.g., FI/CO, MM, SD) and technical components (e.g., IDocs, RFCs, ABAP dumps, middleware).
• Manage performance of third-party vendors and AMS providers, ensuring SLA adherence and operational excellence.
• Maintain a roadmap for support process maturity, knowledge base development, and automation opportunities.
• Collaborate with Basis, development, and infrastructure teams for upgrades, patching, and performance tuning.
• Ensure compliance with change management, audit, and SOX controls, particularly in regulated environments.
• Act as a liaison between IT and business users for escalated incidents, system outages, and enhancement prioritization.
• Monitor critical jobs and interfaces and ensure proactive health checks.
• Lead weekly or bi-monthly team meetings and guide team members in delivering towards KPIs.
• Ensuring project milestones are met, deliverables are completed on time, and risk management is effective.
• Act as a single point of contact of procurement operations area; Provides input for Optimization calls.
• Needs to be involved in identifying and implementing process improvements within the FI and MM modules.
• Maintain key metrics for quality, efficiency and productivity for application support. Implement improvement projects to drive quality, productivity and efficiency.
• Drive Application rationalization to reduce local applications to the absolute minimum. Identify opportunities to decommission applications or move to regional / global solutions.
• Continuous Improvement: own detailed trend analysis and reports regarding application performance, identify areas for improvement, agree and implement improvement plans with Pfizer Digital Client Partners, in coordination with the Digital Commercial Enablement and Market Facing Products and Solutions teams.
• Partner with Service Providers to drive increased value from services.
• Ensure alignment across the Pfizer Digital organization and service providers - effectively utilizing the Pfizer Digital organization.
• Adhere to the Pfizer Digital Process Framework, collaborate and work with various teams within Pfizer Digital to ensure compliance with Pfizer Digital standards.
• Maintain a technical understanding of global & regional applications within the portfolio.
• Follow appropriate Governance & Compliance processes for technology engineering, project management and application support.
• Provides status updates and communicates relevant Digital-related information to key stakeholders. Serves as main point of contact on all Digital-related matters for area of responsibility.
• Furthermore, the manager will oversee onshore and offshore contractors.

ROLE RESPONSIBILITIES

• Responsible for vendor relationship management for all 3rd parties involved in the application support and maintenance across the markets and applications under his/her responsibility.
• Design, develop, test, and deploy data services using SAP data management tool and Syniti ADM toolset.
• Manage operational support projects and change initiatives through the project life cycle, ensuring delivery to required time, cost & quality.
• Participate in audit meetings to ensure all teams involved are following appropriate SOX and GMP audit procedures and policies to maintain good compliance posture.
• Provide technical support and troubleshooting for data issues and incidents.
• Support SAP Deployments, Acquisitions and Divestitures, Continuous Improvements projects.

BASIC QUALIFICATIONS

• BS/MS Degree in Information Management, Computer Science, or Engineering and 4+ years of experience or master's degree and 2+ years of experience or associate's degree and 8+ years of experience or HS diploma and 10+ years of experience.
• 4+ years of SAP systems experience, including at least 2-3 years in a lead or managerial role.
• Strong hands-on experience with technical SAP troubleshooting tools (ST22, SM59, SM37, SM21, WE02/WE19).
• Deep understanding of SAP application architecture, interfaces (IDoc/ALE, RFC, BAPI), and performance monitoring.
• Demonstrated ability to operate in regulated or audited environments with strong documentation practices.
• Experience in supporting projects that involve external vendors and multiple business areas.
• Proficient in Microsoft Project Office Suite (Word, Power Point, Excel)
• Project management knowledge & skills
• Ability to function effectively in a matrix model as well as team environment.
• Excellent communication, collaboration, and problem-solving skills.

PREFERRED QUALIFICATIONS

• Experience with SAP PI/PO, CPI, or other middleware technologies.
• Experience supporting SOX, GMP audit applications with good understanding of audit processes and procedures.
• Experience in working with SAP S/4 HANA, Ariba, MM, FICO, SAP MDG, Oracle, MS SQL, and other data sources and targets.
• ABAP debugging or experience working closely with development teams is a plus.
• Experience in life sciences, pharma, or GxP environments is a strong plus.
• Good understanding of data governance, SDLC and data security principles and practices is needed.
• SAP Technical Certification is a plus.

PHYSICAL/MENTAL REQUIREMENTS

• Manage several competing priorities

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• weekend work - as needed, AD Hoc
• travel requirements - less than 5 weeks/year

Work Location Assignment: Must be able to work in assigned Pfizer office 2-3 days per week, or as needed by the business
This role is NOT remote
Last day to apply: September 12th 2025
The annual base salary for this position ranges from $102,900.00 to $171,500.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 15.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.
Relocation assistance may be available based on business needs and/or eligibility.
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EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
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