Sr. Manager, Service Assurance Lead
Thessaloniki Chortiatis, Greece
πριν από 5 μέρες


The Enterprise Platforms & Security (EP&S) organization delivers the following capabilities for Pfizer. Business application platforms supporting Pfizer’s enterprise application and critical business processes.

Infrastructure allowing business traffic to travel where it needs to go, internally and externally, along with the appropriate access controls.

EP&S secures Pfizer's most important information assets through world class controls and protections and enables Pfizer's business results by making security an enabler and not a roadblock to achieving business results.

As Pfizer strives to Win the Digital race in pharma, there is no time to lose, and no tolerance for downtime. In Digital Command Operations, we use best-in-class approaches to ensure that the infrastructure services that underpin Pfizer’s critical digital solutions are robust, reliable, performant and efficient.

We partner closely with Product teams, Process teams and third-party Service Providers to achieve this aim. We value our team members’ technical knowledge, but also their passion, teamwork, and commitment to growth.

Our collective skillset supports all aspects of the day-to-day operations of the services that are integral to delivering to Pfizer’s purpose.

We’re looking for a skilled, energetic and innovative person to lead our Service Assurance function. This person will work closely with Product teams, Support teams and Compliance functions to ensure that :

  • New products and services are seamlessly integrated into the operational environment
  • Releases and changes both routine and major - are understood, sequenced, and flawlessly executed
  • A state of continuous audit readiness is maintained, and both internal and external audits are managed efficiently and effectively

    The selected candidate will lead a small team of committed and passionate subject matter experts, focused on the areas outlined above.

  • Act as the Digital Command Operations focal point for the process for integrating new products into operations. Those products will be designed and built by engineering-based product teams and handed over to Digital Command Operations for day-to-day operation.
  • Ensure appropriate training, documentation and awareness are in place to allow operations teams provide day-to-day support for new products.
  • Where gaps exist, work with product teams to address them.

    Identify and analyze the schedule of releases and changes planned for the core infrastructure environment. Maintain clear visibility of key business events and critical processing periods.

    Quantify risk and potential impact of the overall change / release schedule to these business events and periods.

  • Where change / release schedule presents unacceptable risk to business operations, take steps to implement measures to mitigate.
  • This will entail working with product and operational teams to agree adjustments to scheduling, scope, or other dimensions of the planned work.

  • Measure and work to continually improve change and release execution effectiveness.
  • Maintain a state of continuous audit readiness for operational services, including identifying gaps and risk areas and partnering with appropriate teams to formulate mitigation plans.
  • At audit time (external or internal), lead the management of and response to audit requests.

    BS / BA in Information Technology or related field

  • 7+ years of relevant experience.
  • Skillful in navigating through and working with different functional groups to address operational risks or issues.
  • Strong data literacy and analytical ability. Must be able to aggregate data from different sources, derive insights and communicate actionable information.
  • Communicates in a succinct, accurate and timely fashion. Ability to effectively communicate technical concepts to business recipients.
  • Develops innovative solutions to complex problems that will impact multiple teams / service areas
  • Proven ability to lead, coach and mentor a team to deliver to defined performance outcomes.

  • Knowledge and experience of ITIL Service Management Lifecycle framework and processes.
  • Knowledge of change / release deployment processes and Software Development Life Cycle (SDLC).
  • Exposure to Agile ways of working.
  • Experience of working in a regulated environment.

  • Data Literacy - the ability to analyze, interpret and use data to provide actionable insights.

  • Occasional travel (5-10%)
  • Occasional after hours or weekend work may be required to participate in global meetings or in support of major operational issue.

  • Will lead a team of 3-5 colleagues
  • LI#PFE

    Work Location Assignment : Flexible


    Breakthroughs that change patients' lives ... At Pfizer we are a patient centric company, guided by our four values : courage, joy, equity and excellence.

    Our breakthrough culture lends itself to our dedication to transforming millions of lives.

    Digital Transformation Strategy

    One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.


    We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self.

    Let’s start the conversation!

    Equal Employment Opportunity

    We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms allowing for us to be as diverse as the patients and communities we serve.

    Together, we continue to build a culture that encourages, supports and empowers our employees.

    Information & Business Tech#LI-PFE

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