Senior Manager, Service Delivery - Support & Operations (Salesforce.com Technical Support)
Job Description
Role Summary
At Pfizer we make medicines and vaccines that change patients' lives with a global reach of over 780 million patients. Pfizer Digital is the organization charged with winning the digital race in the pharmaceutical industry. We apply our expertise in technology, innovation and our business to support Pfizer in this mission.
The Biopharma, Patient & CDI (C4) team builds and maintains the platforms and capabilities that enable Pfizer Business Units to connect digitally with our external customers and effectively engage and collaborate across teams internally. This includes all digital (web, mobile, omni-channel, & devices) products, platforms, services, and experiences in service of patients, HCPs, payors, pharmacists, or clinical sites. We build advanced cloud-based technology solutions at a global scale that positively impact Pfizer business performance.
Global Support and Operations: Within C4, the Global Support and Operations team is accountable for providing high-quality, multi-dimensional, expert technical operations and support for suite of solutions used across C4 organization.
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 - Support & Operations is expected to develop, implement, and manage the technical support framework to provide timely, high-quality, value-added services to enhance customer productivity. The individual filling this role is expected to develop ideas and lead/co-lead complex projects across Sub Business Units with a focus on delightful customer experience. Ability to lead complex technology programs is critical.
Role Responsibilities
Subject Matter Expertise - General
System Support: Apply advanced knowledge of technology principles, concepts, theories to design and implement incident management framework through initial investigation, risk assessment, optimal solutioning and coordinating with technical teams for implementation of technical resolution in accordance with digital procedures.
System Maintenance: Manage day-to-day system activities including business support and incident management by interpreting internal/ external business challenges and best practices to recommend improvements to products, processes, or services.
Communications: Use a variety of communication tools and techniques to present complex ideas. Anticipates potential objections and influences others to manage escalations.
Technical Expertise
Apply Salesforce.com technical knowledge to analyze and resolve complex problems in global applications comprised of Salesforce.com, Veeva CRM, and include data and integration technologies such as Informatica Cloud Services, MuleSoft, Oracle, Amazon Web Services, Snowflake, UC4.
Responsible for managing support and maintenance activities for a suite of clinical research or pharmaceutical product development applications, technologies, and business processes.
Responsible for maintaining compliance with policies and ensuring any identified risks or compliance violations are resolved.
Strategic Leadership & Delivery
Apply comprehensive industry knowledge, business expertise and an understanding of the external marketplace and customer requirements to deliver timely, robust technology support.
Make decisions that may require developing innovative options to resolve complex problems using Agile framework and Pfizer's SDLC processed and methodologies.
Responsible to anticipate, oversee and influence an environment of continuous improvement and innovation.
Resource and Financial Management
Manages and leads people, technological and financial resources within Business Unit. Lead by influence rather than direct authority.
Responsible for vendor management of existing contracts up to ~ $500K 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 operations decision-making process across business units.
Coaching and Mentorship
Actively share knowledge with others across Business Units through existing knowledge sharing processes/systems. Encourage others to share knowledge across the organization.
Required Qualifications
Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred.
7+ years ofService delivery experience, preferably in pharmaceutical industry
3+ years of technical support and operations management experience with proven track record of delivering robust, cost-effective, high-quality services for external and internal customers.
High proficiency and proven successful track-record of stakeholder management and engagement.
Intermediate level financial and budget acumen.
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.
Demonstrated knowledge of analytics, quantitative and problem-solving skills to drive decisions for optimized solutioning.
Demonstrated experience in vendor negotiations with cited impacts to strategic direction and in-line production products.
Strong stakeholder management, facilitation, influencing and negotiation skills.
Strong working knowledge on MS Tools – Project, Word, PowerPoint, Excel.
Technology and Domain Requirements
3+ years of experience and demonstrated ability with application administration and/or development in Salesforce.com (Force.com, APEX coding, Lightning Web Components, AURA), preferably in Sales or Service Cloud.
Experience with application development or support in the Pharmaceutical or Life Sciences industry.
Experience with clinical research or pharmaceutical product development applications, technologies, and business processes including system validation.
Experience with GxP validated applications and maintaining compliance with GxP requirements, policies, and SOPs.
Preferred Qualifications
Master of Science degree in Information Management, Computer Science, Engineering or Technology Management
Understanding of pharmaceutical commercial business process.
Salesforce.com certification(s)
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
PHYSICAL/MENTAL REQUIREMENTS
None, primarily office/computer-based work
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
May occasionally require travel, primarily to other Pfizer sites in the region and globally
Non-standard work hours may be required based on project deliverables and business needs. Pfizer Digital is a 7x24x365 endeavor. This role may require occasional physical or virtual participation on a weekend, holiday, or after normal business hours
Work Location Assignment: 2-3 Days / Week in Pfizer Office
Relocation support available
Work Location Assignment:Must be able to work in assigned Pfizer office 2-3 days per week, or as needed by the business
Last day to apply: November 18th 2024
This role is not remote
The annual base salary for this position ranges from $117,300.00 to $195,500.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 17.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.* The annual base salary for this position in Tampa, FL ranges from $105,500.00 to $175,900.00.Relocation assistance may be available based on business needs and/or eligibility.
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. This position requires permanent work authorization in the United States.
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.
