MERA Business Service Manager at Pfizer

Job ID: 4877150

Job Description
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.

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 / BSc in Technical, Business or Science discipline 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.