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Senior Associate, Service Delivery
Company: Pfizer
Location: Tampa, FL
Employment Type: Full Time
Date Posted: 04/17/2021
Expire Date: 05/24/2021
Job Categories: Computers, Software, Customer Service and Call Center, Finance/Economics, Financial Services, Government and Policy, Information Technology, Legal, Executive Management, Research & Development, Medical
Job Description
Senior Associate, Service Delivery

The Digital Corporate Affairs Client Partner and Colleague Services 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 Sr. Associate Service Delivery Manager role will partner with Service Delivery Managers within the AMER 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.


**Service Delivery Support:**

+ 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.

**Innovation Support:**

+ Take ownership in and educate the team on the end-to-end idea capture process and pipeline

+ Assist team with initial triage of ideas by evaluating demand

+ Partner with idea owner, finance, and other Digital members to perform deep dive analysis of ideas

+ Assist idea owner with as-is process development, risk and mitigation plans, financial business case, and executive summary

+ Identify areas for continuous improvement, agree and implement improvement plans and projects to drive quality, productivity, and efficiency.

+ Keep innovation at the forefront of the team's mind by researching, posting, and sharing thoughts on related topics

+ Identify and arrange for speakers, Ted Talks, articles, and other innovation related topics for the team

+ Partner with Service Providers to drive increased value from services.


+ Bachelor's Degree required

+ 3+ 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.


+ 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

+ Applicants should be capable of working through a personal laptop computer or mobile device for extended periods.


Occasional requirement to move computer equipment and printers


+ Must be able to work onsite five (5) days per week

+ Expectations around travel will vary but candidates must be capable of travel within the region, to other regions, and to Pfizer World Headquarters.

+ Pfizer Digital is a 7x24x365 endeavor. This role may require physical or virtual participation on a weekend, holiday, or after normal business hours

Other Job Details:

Last Date to Apply to Job: 4/26/21

Eligible for Employee Referral Bonus

**Sunshine Act**

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

**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.

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