1+ months

Manager, Solution and Service Management

Pfizer
Dalian
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Pfizer's Enabling Functions Hubs serve to bring internal professional services such as Finance, HR, Digital, and Sourcing together into a consolidated and simplified shared services structure. Colleagues in the Enabling Functions Hubs execute end-to-end operational activities that can be standardized and scaled for greater enterprise synergies and effectiveness. The work managed from these hubs will evolve and expand over time as Enabling Functions continue to evaluate their go-forward delivery model. With an established community and evolving support model, Pfizer's Enabling Functions Hubs are dynamic and energizing places to work. Colleagues with diverse capabilities across multiple functions are co-located to facilitate greater colleague collaboration, new ways of working, and enhanced simplification through more integrated end-to-end solutions. Pfizer operates Enabling Functions Hubs in six strategic locations: Memphis, Tennessee, USA; Tampa, Florida, USA; San Jose, Costa Rica; Dublin, Ireland; Thessaloniki, Greece; and Dalian, China. Learn more and apply to join our team today at Careers.Pfizer.com



**ROLE SUMMARY**

We are seeking a highly motivated individual to join Pfizer's Digital Solution and Service Management organization.

Our team is responsible for operations of core digital systems across the pharmaceutical value chain, supporting Pfizer's Commercial 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, with limited oversight 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. This position will provide leadership and oversight for support, maintenance and operation of simple to complex commercial applications. The manager will oversee and ensure application service, availability and performance levels are met. This role will participate and contribute as a team member, collaborate with other support teams, drive continuous improvement, and ensure business solutions are supported with the highest level of customer satisfaction. The manager will also work with regional and market level Digital and business contacts globally to manage communications and service relationships.



**ROLE RESPONSIBILITIES**



+ Responsible for service delivery and support of simple to moderately complex applications within the commercial portfolio.

+ Use of appropriate communication tools and practices to present complex concepts to stakeholders and influencers.

+ Maintain key metrics for quality, efficiency and performance. Identify areas for improvement, agree and implement improvement plans with Digital Business Partner.

+ Responsible for support vendor relationship management. Partner with service providers to drive increased value

+ Demonstrate in-depth subject matter expertise of the key applications.

+ Monitor, review and implement compliance and security measures.

+ Support audit and legal requests and coordinate quarterly recertification

+ Facilitate weekly meetings with key stakeholders and generate meeting minutes for tracking of open items and issues

+ Provide status updates and communicate relevant information to key stakeholders

+ Monitor and support financial reporting e.g. budget, accruals, forecasts

+ Identify opportunities to decommission applications or move to regional / global solutions

+ Develop/implement contingency measures such as disaster recovery plans in coordination with the business continuity team.

+ Manage all releases related to maintenance change requests and bug fixes.



**Basic Qualifications**



+ Bachelor's degree required, preferably in a Computer Science, Information Systems, Engineering or Business Management field.

+ 5+ years of experience in application development and/or application support

+ Experience and demonstrated ability with one or more of the application development and/or data integration technologies such as Salesforce.com, Veeva, Microsoft .Net, Java, JavaScript, HTML, Python, Informatica, SQL, etc.

+ Experience in IT support, Programming and/or Software Development Lifecycle management. Strong technical and troubleshooting skills.

+ Excellent oral and written English communication skills.

+ Strong interpersonal, customer service, and relationship competencies.

+ 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.

+ Ability to adapt to new work assignments, flexibility, and willingness to work with a global team across regions and time zones.



**Preferred Qualifications**



+ Experience with Sales Force Automation and Customer Relationship Management processes

+ Experience with Salesforce.com platform

+ Experience with Veeva platform

+ Experience with data and integration technologies such as Informatica Cloud Services

+ Certification in Project Management / PMP or ITIL

+ Experience working in the Pharmaceutical or Life Sciences industry



**NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS**



+ Pfizer Digital is a 7x24x365 endeavor. This role may require occasional physical or virtual participation on a weekend, holiday, or after normal business hours

+ May occasionally require travel, primarily to other Pfizer sites in the region and globally.



**ADDITIONAL JOB DETAILS:**



+ **Last Date to Apply for Job:** February 5, 2021

+ **Referral bonus eligible**



\#LI-PFE



Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.



Information & Business Tech



\#LI-PFE
Posted: 2021-01-27 Expires: 2021-03-29
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Manager, Solution and Service Management

Pfizer
Dalian

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