Senior Director, Global Support and Operations - Pfizer
Tampa, FL
About the Job
ROLE SUMMARY
Pfizer’s Biopharma, Patient and Centre for Digital Innovation (BPC) teamare accountable for the creation, configuration, launch, and support of all externally facing digital (web, mobile, omni-channel, & device) products, platforms, services, and experiences, servicing all external customer types at Pfizer.
Senior Director,GlobalSupportprovides senior leadership responsible for operational life cycle excellence for all BPC assets. This crucial role will oversee the global operations of assets on Pfizer's largest digital platforms.
This role is a member of the BPC Leadership Team, reporting to the BPC Senior Vice President. The role will provide horizontal leadership across all BPC towers and delivery organizations and will include the following responsibilities:
Support Operations, oversight over L1-4 support and services across a range of internal and contract resources. Oversight ensures continualadherenceto SLAand service availability
Compliance,evolve solutions in a state of compliance across varied information sharing requirements (e.gGDPR, HIPPA)and maturestrategiesfor ongoingauditpreparedness
Continuous Improvement (CI),drive improvement focused culture throughout operations with material value
The Senior Director,GlobalSupport, works across the BPC and broader Digital organization tobe a visionary inrevolutionizingdigital operations at Pfizer todriveefficiencyand value for Pfizer.
This lead must ensure that Pfizer digital systems are always on, reliable, scalable and of the highest quality possible whilemaintainingefficiency andlong termsustainability.The assets overseen are critical assets that are driving commercial revenue and Pfizer brand forward in the marketplace. Key to success in this role is the ability to influence a culture of quality and continuous improvement throughout an asset’s lifecycle. A successful candidate will have the technical, leadership and interpersonal skillsrequiredto create collaboration across multiple teams at Pfizer.
ROLE RESPONSIBILITIES
The primary responsibilities of this position will be management ofsupport operations acrossall global&local assetsacross theBPC ,. The role will oversee a team of at minimum50colleagues and upwards of500contractors under managed service agreements.Key responsibilities include:
Support Operations
Deliver the Global Operations capability fordigital solutions, includingL1 Triage,break-fix, proactive maintenance, security patching, monitoring,compliance,change management,incident management and problem management, including L3/L4 servicesacross thefullBPEportfolio of applications.
Align teams to operating principles and ensureadhereance
Establish transparent reporting to stakeholders on operations and partner on waysforward
Compliance
Manage audit readiness activities for platforms & solutions
Monitor compliance to information protection regulations
Embed Continuous Improvement and automation in all relevant teams and develop DevOps culture around them. Deliver on quality, customer satisfaction and budget targets.
Champion innovation. Develop and leverage resources to implement innovative ideas/processes/products acrossBPCand commercial Business Units, takingappropriate risksto achieve desired results.
Continued evolution of ways of working to get faster, cheaper, better – and to intentionally explore opportunities as they arise.
General
Establish a model where leaders can own and operate
Be a champion for the DevOps mentality and ensure the model’s success, building a culture of shared responsibility and transparency leading to higher quality and quicker delivery of output. Instill a culture of measurement, learning and feedback.
Establish excellent and productive professional relationships with other teamsresponsible for development and DevOps capabilities.
Ensure strong alignment of visions and strategies in howBPCdelivers and runs its technologiesacross LT
Growtalent inside and outside of their immediate span of controlwith an eye for futureproofing skills.
BASIC QUALIFICATIONS
- 15 plus years of relevant experience as an information technology professional in roles such as a software developer, technical project manager, systems administrator, database administrator, systems engineer, computer engineer or support specialist, engineering lead, technical team lead. Experience managing teams of contract or colleague resources.
- Minimum of6years of experience with increasing responsibility designing, delivering, andmaintaininglarge-scale, global systems & platforms.
- Experienceoperatingin a large multi skilled operations team.
- Experience with large scale deployments of Drupal orOpen SourceCMS websites. Experience with hybrid and native apps and sharedcomponentlibraries. Experience with Marketing Automation platforms such as Marketo and other complex digital technology platforms requiring a broad mix of skilled and commodity resources to manage them.
- Bachelor of Science degree in Information Management, Computer Science, Engineering, TechnologyManagementor relevant disciplines.
PREFERRED QUALIFICATIONS
As above and including Master of Science degree in Information Management, Computer Science, Engineering, TechnologyManagementor relevant disciplines.
OVERALL:
- Exceptional interpersonal and communication skills with the ability to establish relationships, influence outcomes, and deliver effective presentations to a variety of audiences.
- Ability to work with others in a constructive and collaborative manner & able to influence resources outside of immediate span of control.
- Ability to lead in a complex, matrix environment with geographically distributed resources.
- Excellent skills in analysis, critical thinking and planning, oral and written communication, consensus building, facilitation,negotiationand the ability to readily learn a new business area.
- Proven capability handling large scale, enterprise software requirements definition,designsand implementations in a global 24/7 environment.
- Technology solutionsdeliveryin a pharmaceutical or regulated environment a bonus.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Travel will berequiredas part of this roleto ensure close collaboration and partnership building both within theBPCorganization and acrossDigitalas needed. Expectations around travel will vary but you will need to be capable oftravelwithin the region and to other regions.
Our business is a 7x24x365 endeavor. This role may on occasion require physical or virtual participation on a weekend, holiday, or after normal business hours
Last Date to Apply for Job: 5/10/2024
The annual base salary for this position ranges from $205,400.00 to $342,400.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 25.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
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