Senior Associate, West Coast Service Delivery

ROLE SUMMARY

The Digital Colleague Services Team is responsible for providing a high quality, consistent, and repeatable end user support experience to Pfizer colleagues via a multi-channel service support strategy. The team provides leadership to maintain and deliver a consistent operating envir1onment across Digital services and operations across AMER BUs and sites.

The Senior Associate, West Coast Service Delivery role will partner with Service Delivery Managers to manage service providers to effectively drive service level commitments, service quality improvements, and optimize the service to maintain high customer satisfaction.

ROLE RESPONSIBILITIES

Service Delivery Support:

• Leads service delivery across multiple locations ensuring alignment with global standards and influencing cross-functional priorities

• Manage vendor billing, accruals, resource and project change requests, and manage new project demand coming into the team.

• Manages communication and change management plans with stakeholders and oversees vendor relationships and services for supported markets

• Ensure alignment across the Pfizer Digital and Technology organization and service providers – effectively utilizing the Pfizer Digital and Technology organization.

• Manage projects and change initiatives through the project life cycle, ensuring delivery to required time, cost & quality.

• Manages client escalations and follows up with appropriate teams to ensure issue resolution and continuous improvement.

• As the West Coast Service delivery lead, manage escalations to resolution with focus on permanent resolution and continuous improvement programs influencing global delivery and standards.

• Manage projects and change initiatives through the project life cycle, ensuring delivery to required time, cost & quality.

• Support local events and conference needs

Required Skills:

• Strong knowledge of Microsoft Office Products

• Strong knowledge of Apple Products

• Basic understanding of Digital terms and IT platforms

• Basic knowledge/understanding of the finance principles and concepts

• Strong communication,collaboration skills,problem solving, relationship building, negotiation, planning, organization, and customer focus.

• Proven experience in effectively communicating technical issues/challenges to non-technical people

• Action orientated

• Ability to work in a rapidly changing environment

• Persistent and determined

BASIC QUALIFICATIONS

• Bachelor's degree with at least 2 years of
  experience; OR a master's degree with more than 0+ years of experience; OR an associate's degree with 6 years of experience; OR a high school diploma (or equivalent) and 8 years of relevant experience.

• Service delivery, operations, service desk, infrastructure site delivery or related experience.

• Experience in a leadership capacity with increasing scope of responsibility, including demonstrated experience in managing regional / global service.

• Experience in managing large scale supplier agreements involving the delivery of contingent labor.

• Demonstrated experience developing and implementing quality improvements that eliminate the need for human service interactions and drive service excellence.

• Demonstrated business acumen and ability to stay abreast of business issues that impact site/edge service delivery.

PREFERRED QUALIFICATIONS

• Demonstrated business acumen and ability to stay abreast of business issues that impact site/edge service delivery.

• Applicants should be capable of working through a personal laptop computer or mobile device for extended periods

• Occasional requirement to move computer equipment, video conferencing equipment and potentially printers

• Ability to work a variety of hours as the role is part of a global team.

• Must be able to work onsite up to 5 days per week, required to be onsite 2+ days per week

• Periodic travel may be required

Location Assignment: Hybrid

The annual base salary for this position ranges from $79,400.00 to $132,400.00. In