Sr. Associate Service Delivery

Posted 2 Days Ago
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Chennai, Tamil Nadu
Hybrid
Junior
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
We’re in relentless pursuit of breakthroughs that change patients’ lives.
The Role
The Sr. Associate Service Delivery Manager will enhance client experiences for Pfizer colleagues in the APAC region by driving service quality improvements, managing vendor relationships, overseeing project delivery, and maintaining key operational metrics. They will communicate technical issues to stakeholders, manage resource requests, and ensure alignment across the organization to optimize service delivery.
Summary Generated by Built In

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
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.
Information & Business Tech
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The Company
HQ: New York, NY
121,990 Employees
Hybrid Workplace
Year Founded: 1848

What We Do

Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.

Why Work With Us

We are the inventors, the problem solvers, the big thinkers — those who surmount any hurdle to deliver breakthrough medicines to the people who are counting on them the most.

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