ROLE SUMMARY
Join a dynamic and forward-thinking team at the heart of Pfizer’s digital transformation journey. The Digital Colleague Services & Adoption Team is redefining how we support our colleagues by delivering a seamless, high-quality end-user experience through a modern, multi-channel service strategy. As a Senior Associate Service Delivery Manager, you’ll play a pivotal role in shaping the colleague experience across Spain, Portugal, and Central Europe. You’ll be a trusted partner and single point of contact for service delivery ensuring operational excellence, driving continuous improvement, and enhancing service quality. This is more than a support role, it’s a chance to embark on a purpose-driven journey to improve global health. If you’re passionate about delivering exceptional service, thrive in a collaborative environment, and want to be part of a team that’s transforming digital support across EMEA, this is the opportunity for you.
ROLE RESPONSIBILITIES
* Champion an enhanced client experience by proactively identifying and resolving operational issues, handling escalations, and driving service improvements across supported locations.
* Monitor and maintain key performance indicators (KPIs) to continuously improve service quality, operational efficiency, and colleague productivity.
* Manage vendor relationships, including billing, accruals, resource allocation, and project change requests, while overseeing new demand intake and prioritization of Digital initiatives.
* Ensure full compliance with the Pfizer Digital Process Framework, applying its principles to guide decisions and uphold enterprise standards.
* Deliver timely and transparent communications to stakeholders, including status updates, technology changes, and business-impacting events.
* Provide local insights and support to global projects, ensuring smooth execution and minimal service disruption during implementation and close-out.
BASIC QUALIFICATIONS/EXPERIENCE
* Bachelor’s degree in Information Technology, Business Administration, or a related field.
* Minimum 2 years’ experience in service delivery management or a related IT operations role.
* Proficient in ServiceNow, Microsoft 365, and CMDB tools for asset and incident management.
* Strong written and verbal communication skills, with the ability to clearly convey technical issues to non-technical audiences and align expectations with stakeholders.
* Skilled in translating business requirements into actionable operational plans and service outcomes.
* Diplomatic and customer-focused, with a proven ability to manage stakeholders effectively and influence key partners.
* Self‑motivated and professional, with the ability to thrive in a geographically dispersed, virtual team environment.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
* Must be able to work onsite at least 3 days per week.
* Candidates must be capable of travel if required.
* Pfizer Digital is a 7x24x365 endeavour. This role may occasionally require physical or virtual participation on a weekend, holiday, or after normal business hours to address business escalations.
EQUAL EMPLOYMENT OPPORTUNITY & DISABILITY INCLUSION
Pfizer is an equal opportunity employer. We celebrate diversity and are committed to an inclusive workforce. All candidates are encouraged to apply, and we support persons with disabilities. We make reasonable adjustments to ensure fair access to all aspects of the application and employment process. Se valorarán las candidaturas que puedan aportar certificados oficiales de discapacidad.
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