MERA Business Service Manager Full Time

Why Patients Need You

Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.

What You Will Achieve

The Business Services Manager (BSM) is a virtual role that works in close partnership with the Digital Client Partner Team to maximize the business value of investments by managing country operations and driving deployment and adoption of regional and global technology solutions and services. This position is responsible for supporting the business for the assigned markets in the AfME/MERA region, including both office based and field force colleagues.

The BSM works in a collaborative, creative, and flexible way to manage change and plans and executes technology initiatives and small projects for the assigned markets. The BSM is vital to ensure client satisfaction for Pfizer Digital services and solutions and will manage operational activities and escalations.

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How You Will Achieve It

Owns accountability for change management (CM), cascading communications and support services escalations
Partners with Pfizer Digital Line and market contacts to operationalize CM plans and deliver solutions effectively and efficiently
Serves as a liaison between global program teams/service owners and Pfizer Digital Line leads
Adapts global materials to meet local needs
Tracks adoption/Customer Satisfaction metrics at market levels: market scorecard
Operational support for non-infrastructure services (like SharePoint team sites, Plan of Actions)
Collaborate with other Pfizer Digital teams to resolve cross-functional service and support issues and escalate when needed
Ensures systems and operations act in accordance with global and local policies and compliance rules
Market and applications audit support and continuous preparedness
Understands client’s operational needs and how to make them reality through Pfizer Digital offerings and service providers
Partners with Pfizer Digital Line to ensure Software Development Life Cycle (SDLC) of all applications is accurate

Qualifications & Requirements

Must-Have

BA/BS in technical, business or scientific disciple preferred
Extensive proven experience in large IT organizations
IT Service Management qualifications like ITIL (desired)
Language: English

Nice-to-Have

Relevant pharmaceutical industry experience
Familiarity with technology and use of technical tools in day-to-day work
IT Security knowledge

Key Interactions

Digital Client Partners
Business colleagues
Technology Infrastructure
Core Solution Center Leads
Service Deliver Manager Team
Other BSM colleagues
External Support Vendors – refine SLAs and ensure appropriate value from the support vendor..

Work Location Assignment: Flexible

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Information & Business Tech