ROLE SUMMARY
The Digital Colleague Services and Adoption Team 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 Service Delivery Manager role will partner with Service Delivery Managers within the EMEA region 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
• Accountable for ensuring a consistent, high-quality experience through all end-user service and support channels within the portfolio of Colleague Services
• Manages infrastructure site services delivery at all business offices, PGS and research locations under their scope.
• Manages service escalation and resolutions, including identifying and delivering service improvement plans that aim to reduce or eliminate issues, provide automated and timely resolutions.
• Manage vendor performance, ensuring service levels are maintained and any remediation plans are implemented.
• Lead and participate in project meetings, developing ideas, sharing knowledge with global project teams, and operational acceptance at project close-out.
• Partner with Pfizer Digital and Business leads on Colleague Services operating model and capabilities, operational changes and improvements. Align Colleague Services support with business support requirements and identify support reduction opportunities including self-service and automation.
• Partners with Pfizer Digital teams to perform operational service reviews and service transition, evaluates and approves in-country changes.
• Execute programs for Colleague Services across the region, ensuring consistent, high-quality experience through all end-user service, support, and engagement channels
• Serve as Digital technology and services domain subject matter expert for the EMEA region, and champion innovation and adoption of new tools and capabilities
• Investigate, assess, and introduce new tools and novel techniques to elevate Digital services and customer experiences. Develop playbooks, reusable assets, and best practices for Pfizer technology services
BASIC QUALIFICATIONS
- Bachelor’s Degree required
- 5+ 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.
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
- Knowledge of service operations and infrastructure
- Ability to communicate across all levels of the organisation
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- Must be able to work onsite at least 2/3 days a week
- Candidates must be capable of travel if required within Ireland
- 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 vendorsinvolved in delivery of IT support services to Pfizer users.
RESOURCES MANAGED
Supervision
Individual Contributor. Successful candidate will manage a team of contracted engineers based at PGS locations in Ireland
Work Location Assignment: On Premise
Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.
Digital Transformation Strategy
One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.
Equal Employment Opportunity
We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.
Information & Business Tech
