1017- IDM Business Services Manager

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Our client is a leading research-based biopharmaceutical company. They apply science and their global resources to deliver innovative therapies that extend and significantly improve lives. Every day, colleagues work across developed and emerging markets to advance wellness, prevention,  treatments and cures that challenge the most feared diseases of our time.

ROLE SUMMARY

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 IDM region, including both Head Office 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.

ROLE RESPONSIBILITIES

• 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

BASIC QUALIFICATIONS

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