Role Summary

The primary purpose of the Service Delivery Lead is to empower digital customer facing Pfizer colleagues with tools, processes and knowledge to create outstanding experiences for our patients, health care professionals and other stakeholders.

The Service Delivery Lead is expected to immerse in understanding the challenges of digital engagement at Pfizer by listening to colleagues and observing how work is performed.  They will partner with cross functional teams to propose and deliver new solutions that respect the compliance, privacy and security required by Pfizer, while delivering experiences to our internal teams that consumers would expect.

The individual filling this role is expected to provide guidance to and lead/ co-lead moderately complex technology programs with a focus on delightful customer experience. Ability to lead moderately complex scale technology programs is critical.

Role Responsibilities

Subject Matter Expertise - General
• System Implementation:Apply comprehensive knowledge of technology principles, concepts, theories to manage the implementation and maintenance of Pfizer digital systems in accordance with digital procedures.

• System Maintenance: Manage day-to-day system activities including business support and incident management by applying knowledge of internal/ external business challenges to provide input into recommendations for improvements to products, processes or services

• Use a variety of communication tools and techniques to inform difficult concepts and manage escalations, such as ITIL framework, SDL

Strategic Leadership & Delivery
• Apply strong industry knowledge and comprehensive understanding of business processes to deliver robust technology solutions.
• Make decisions that may require developing new options to resolve moderately complex problems using Agile framework and Pfizer's SDLC processed and methodologies.

Resource and Financial Management
• Manage and lead people, technological and financial resources
within the department.
• Responsible for vendor management of existing contracts upto ~ $250K related to products, including contract renewals and RFP/RFI processes as needed.

Cross- Team Collaboration
• Manage stakeholder engagement and communication to ensure alignment on governance and technical implementation decision making process.

Coaching and Mentorship
• Actively shares knowledge with others within Department through existing knowledge sharing processes/systems.
• Review and edit requirements, specifications, business processes and recommendations related to proposed solutions.

Basic Qualification

Education

Applicant must have a HS Diploma (or Equivalent) and 10 years of
relevant experience OR an associates degree with 8 years of experience
OR a bachelors with at least 5 years of experience OR Masters with at
least 3 year of experience, OR a PhD with 0+ years of experience in Information Management, Computer Science, Engineering or Technology Management preferred.

Experience/ Technical Skills/ Tools

• Service delivery experience, preferably in pharmaceutical industry
• Project and program management experience with proven track record of delivering digital, technology and analytics products/solutions for external and internal customers on time and on budget.
• Good Project Management skills with knowledge on Agile principles.
• Experience collaborating with and managing cross-functionals teams including business subject matter experts, technical experts and compliance teams for project execution.
• Strong analytical skills with demonstrated experience understanding business requirements, technical concepts and business processes.
• Strong knowledge of analytics, quantitative and problem solving skills to drive decisions for optimized solutioning.
• Knowledgeable on vendor negotiations and contract processes.
• Strong stakeholder management, facilitation, influencing and negotiation skills.
• Strong working knowledge on MS Tools – Project, Word, PowerPoint, Excel.

• Strong working knowledge on AI related technology, such as LLM, MCP, Langchain, Langgraph, etc.

Certifications/ Training

Salesforce, Veeva, PMP

Preferred Qualification

Education

Master of Science degree in Information Management, Computer Science, Engineering or Technology Management.

Experience/ Technical Skills

Understanding of commercial business process.

Hands-on knowledge of AI related technology, such as Huggingface, Langchain, RAG, prompt engineering, etc.

  
Work Location Assignment: On Premise

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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