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Senior Manager, Service Delivery
Pfizer - Tampa, FL
posted about 2 months ago
About the position
The Senior Manager, Service Delivery at Pfizer is responsible for leading the technical support framework that empowers digital customer-facing colleagues. This role focuses on enhancing customer experiences through effective service delivery, managing complex technology programs, and ensuring high-quality support for digital platforms and services. The position requires strategic leadership, stakeholder engagement, and a strong understanding of technology principles to drive continuous improvement and innovation within the organization.
Responsibilities
- Develop, implement, and manage the technical support framework for digital customer-facing colleagues.
- Lead complex technology programs across Sub Business Units to enhance customer experience.
- Manage day-to-day system activities including business support and incident management.
- Apply advanced knowledge of technology principles to design and implement incident management frameworks.
- Oversee vendor management of existing contracts related to products, including contract renewals and RFP/RFI processes.
- Engage and communicate with stakeholders to ensure alignment on governance and technical operations decision-making.
Requirements
- Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred.
- 7+ years of service delivery experience, preferably in the pharmaceutical industry.
- 3+ years of technical support and operations management experience with a proven track record of delivering high-quality services.
- High proficiency in stakeholder management and engagement.
- Intermediate level financial and budget acumen.
- Strong analytical skills with experience in understanding business requirements and technical concepts.
Nice-to-haves
- Master of Science degree in Information Management, Computer Science, Engineering or Technology Management.
- Salesforce.com certification(s).
- Understanding of pharmaceutical commercial business processes.
Benefits
- 401(k) plan with Pfizer Matching Contributions
- Paid vacation, holiday, and personal days
- Paid caregiver/parental and medical leave
- Health benefits including medical, prescription drug, dental, and vision coverage
- Participation in Pfizer's Global Performance Plan with a bonus target of 17.5% of base salary
- Eligibility for share-based long-term incentive program
