Sr. Associate, Virtual Service Delivery

Pfizer Inc.

Escazu, Costa Rica

Job posting number: #7220126 (Ref:pf-4906834)

Posted: February 22, 2024

Job Description

Colleague Services Senior Associate Virtual Service Delivery

Pfizer’s Enabling Functions Hubs serve to bring internal professional services such as Finance, HR, Digital, and Sourcing together into a consolidated and simplified shared services structure. Colleagues in the Enabling Functions Hubs execute end-to-end operational activities that can be standardized and scaled for greater enterprise synergies and effectiveness. The work managed from these hubs will evolve and expand over time as Enabling Functions continue to evaluate their go-forward delivery model. With an established community and evolving support model, Pfizer’s Enabling Functions Hubs are dynamic and energizing places to work. Colleagues with diverse capabilities across multiple functions are co-located to facilitate greater colleague collaboration, new ways of working, and enhanced simplification through more integrated end-to-end solutions. Pfizer operates Enabling Functions Hubs in six strategic locations: Memphis, Tennessee, USA; Tampa, Florida, USA; San Jose, Costa Rica; Dublin, Ireland; Thessaloniki, Greece; and Dalian, China. Learn more and apply to join our team today at


The Senior Associate Virtual Service Delivery role will primarily be responsible for the planning, testing, producing and technically supporting Virtual Events in the Americas region. Examples of Virtual Events include, but are not limited to: Departmental Meetings, Town Halls, Organizational Broadcasts, Interactive Team Meetings, Webinars and more. This role will utilize industry leading production software and web-conferencing tools to produce and support high quality virtual broadcasts. Further, this role will support a wide array of projects and operational activities within the Costa Rica Hub, supporting the whole Americas Region to maximize the business value by managing operation demands, standardizing and commoditizing those activities, in additional driving deployments and adoption of regional and global technology solutions and services. The successful candidate will demonstrate an ability to think strategically while gathering requirements from Service Delivery Managers across the Region for projects varying in scope from in-market tasks level to regional deployments. The Senior Associate Virtual Service Delivery role works in a collaborative, creative, and flexible way to manage, plan and execute Virtual Events, as well as technology initiatives and small projects for the entire Americas Region.


  • Lead the Planning, Production and Technical Support of Virtual Events
  • Utilize Pfizer’s Web-conferencing platforms to produce Virtual Events with industry leading production software
  • Process analysis and improvements
  • Management of operational projects
  • Develop technical and business presentations to peers, management, and customers
  • Requirements analysis, documentation and testing
  • Manages service escalation to resolution and identifies continuous improvement opportunities as appropriate.
  • Responsible for contributing to scoping and controlling site vendors project resources for supporting ad-hoc operational activities.
  • Support Colleague Service budget best practice by tracking all expenditures against the established budget using tracking tools.
  • Assist Colleague Services to meet all budget targets.
  • Look for ways to decrease, prioritize and maximize spend on operational software, hardware and support.
  • PO Creation, Vendor invoicing, charge backs, and other financial processing


  • Perform Video Editing of recorded Virtual Events using industry-leading software
  • Provide in-conference room A/V support, to assist clients with connecting devices to various peripherals, such as displays for local presentations
  • In conjunction with reporting/metrics teams and service delivery areas, help improve and develop performance information reports (Metrics Dashboards) that are aligned with and reflect IT/Event service delivery in support of client business needs
  • Maintain software and equipment inventory and ensure an auditable record of all managed assets
  • Maintain documentation (i.e. KBAs, contact lists, checklists, SOPs, etc.)


  • Bachelor’s degree or similar in Science, Engineering or Business-related discipline is a minimum requirement.
  • Language: Spanish and proficient English; Brazilian Portuguese is a Plus


  • Proficient in web conferencing solutions, such as MS Teams
  • Skilled in producing of Virtual Events, using production software to provide high-quality meetings
  • Understanding of MTRs (Microsoft Teams Rooms) and Video Conferencing equipment
  • Strong communication, collaboration skills, problem solving, relationship building, negotiation, planning, organization, and customer focus.
  • Experience in building reports (e.g. Power BI)
  • Strong knowledge of Microsoft Office 365 Products
  • Experienced with Ariba, SAP and Taulia
  • Basic understanding of Digital terms and IT platforms
  • Knowledge/understanding of the finance principles and concepts
  • Manages own time to meet agreed targets; develops plans for short-term work activities on own projects
  • Action orientated
  • Project management skills
  • Ability to work in a rapidly changing environment
  • Persistent and determined

Non-Standard work schedule, Travel or Environment Requirements:

Digital & Technology is a 7x24x365 operation. This role may require occasional physical or virtual participation on a weekend, holiday, or after normal business hours

Work Location Assignment: On Premise

EEO (Equal Employment Opportunity) & 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, or disability.

Information & Business Tech

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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Job posting number:#7220126 (Ref:pf-4906834)
Application Deadline:Open Until Filled
Employer Location:Pfizer Inc.
New York,New York
United States
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