Manager, Solution and Service Management
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
We are seeking a highly motivated individual to join Pfizer’s Digital Solution and Service Management organization.
Our team is responsible for operations of all core digital systems across the pharmaceutical value chain, supporting Pfizer's Commercial, Revenue Management, Market Access, Clinical Product Development, and R&D systems globally.
Our mission is to help bring medicines to patients through the delivery of impactful and sustainable technology solutions.
Through our team of talented technologists, we provide solution and service delivery, technology platforms managements, and optimization and application support excellence.
The Manager, Solution and Service Management is a critical role in helping us achieve our mission.
The Manager, Solution and Service Management, will be responsible for maintaining stable, compliant and reliable systems, engaging with customers and service providers to resolve issues, and partnering with solution delivery to deploy new solutions and capabilities.
The qualified candidate will work with assigned technologies, such as Salesforce.com, Oracle Clinical Data Management, Veeva, Cloud / AWS, Model N, Tableau, and others, as well as emerging capabilities including Artificial Intelligence and Robotic Process Automation.
This role will participate and contribute as a team member, manage vendor partner deliverables, collaborate with other support teams, drive continues improvement, and ensure CGW solutions are supported with the highest level of customer satisfaction.
How You Will Achieve It
Execute application support and maintenance activities and will serve as support SME for the assigned application and technology portfolioManage and report on support and operations processes (Incident Management, Problem Management, etc.
needed to support the functional areas in a global environment.Manage and report team progress related to the work efforts of responsible areasTakes appropriate risks to advance new concepts and methodologies that are moderately complexCoordinate tasks and drive actions across teams within Pfizer and with external partners in a global environment.
Apply technical and project management skills to lead incidents and problem tickets resolution.Oversee and govern application support activities performed by managed service providers and other vendor resources.
Manage high priority incidents and systems issues. If required, assist the team in troubleshooting and diagnosing problems and engage others to ensure timely resolution.
Communicate with business users and executive stakeholders, providing status updates on system issues and resolution plans.
Partner with Solution Delivery and Engineering leads to define and implement supportability requirements and manage transition of projects to long-term support through well-defined support plans.
Participate in and lead platform upgrades, application maintenance releases and system patching.Manage data collection efforts for periodic and ad hoc requests and provide analysis as needed.
Support compliance related activities including audits, inspections, and preparation.Assist with support contract renewals and manage software licenses.
Participate in budgeting and forecasting.Create, update and maintain support documentation.
Bachelor’s degree required, preferably in a Computer Science or Business Management field.5+ years of experience in a corporate setting with an emphasis on application development and / or application support.
Excellent oral and written English communication skills.Strong interpersonal, customer service, and relationship competencies.
Demonstrated knowledge or experience in IT support, Programming and / or Software Development Lifecycle management. Strong technical and troubleshooting skills.
Strong analytical abilities to identify and resolve complex issues and self-start programs to address.Excellent organizational and time management capabilities.
Ability to multi-task, plan, organize and effectively execute tasks and projects.Curiosity and willingness to learn, and ability to quickly develop new technical and functional competencies.
Ability to work both independently and as a member of a team, earning the trust both of customers and teammates.Good working knowledge of MS Office product suite, including MS Word and Excel.
Ability to adapt to new work assignments, flexibility, and willingness to work with a global team across regions and time zones.
Experience working in the Pharmaceutical or Life Sciences industry.Knowledge or experience supporting technologies or working in Commercial (Sales and Marketing), Research and Development, or Clinical Product Development functions.
Prior experience in one or more of the following : Oracle Clinical Data Management Platforms, Model N, SFDC / Veeva, Cloud / AWS, AI tools, Machine Learning, and Data AnalyticsRegulatory, compliance and risk management knowledge.
Project Management / PMP or ITIL certification
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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