The Business Services Manager oversees change management, client satisfaction, collaborates with digital teams, and provides operational support for tech initiatives in LATAM markets.
Why Patients Need You
Technology impacts everything we do. Pfizer's digital and 'data first' strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.
The Business Service Manager (BSM) is a technology-focused Digital professional who works in close partnership with the Digital & Technology Leads from countries / clusters 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 in the assigned market or cluster of markets 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 within the market or market cluster. The BSM manages daily operations and escalations and serves a vital role in ensuring client satisfaction for Digital & Technology services and solutions.
What You Will Achieve
In this role, you will:
Here Is What You Need
Non-Standard Work Schedule, Travel Or Environment Requirements
Organizational Relationships
EEO (Equal Employment Opportunity) & 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, or disability.
Work Location Assignment: Hybrid
EEO (Equal Employment Opportunity) & 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, or disability.
Information & Business Tech
Technology impacts everything we do. Pfizer's digital and 'data first' strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.
The Business Service Manager (BSM) is a technology-focused Digital professional who works in close partnership with the Digital & Technology Leads from countries / clusters 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 in the assigned market or cluster of markets 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 within the market or market cluster. The BSM manages daily operations and escalations and serves a vital role in ensuring client satisfaction for Digital & Technology services and solutions.
What You Will Achieve
In this role, you will:
- Own accountability for change management, cascading communications and support services escalations.
- Partner with Pfizer Digital & Technology and market contacts to operationalize change management plans and deliver solutions effectively and efficiently.
- Serve as a liaison between global program teams / service owners, Pfizer Digital & Technology teams and local market stakeholders.
- Adapt global materials to meet local needs.
- Track adoption / Customer Satisfaction metrics at market levels using internal market dashboard / scorecard.
- Provide operational support for non-infrastructure services (i.e. SharePoint team sites)
- Collaborate with other Pfizer Digital & Technology teams to resolve cross-functional service and support issues and escalate when needed.
- Ensure systems and operations act in accordance with global and local policies and compliance rules.
- Provide audit support for local applications and continuous preparedness
- Understand client's operational needs and how to make them reality through Pfizer Digital & Technology offerings and service providers.
- Analyze business requests to determine how best to create successful resolution and direct to the appropriate creation centre.
- Provide guidance / training to business colleagues on how to maximize the use of local / global digital & technology capabilities.
- Drive business outcomes using AI.
- Be a catalyst for driving reinvention for growth & efficiency using AI that goes beyond transformation.
- Demonstrate a strong curiosity for technology innovation and be an early adopter role model for AI capabilities.
- Be driven by a speed to value mindset underpinned by proof points embedded in rapid prototypes.
- Working knowledge of the portfolio governance process, Pfizer's internal audit processes and of the Information Protection and Risk Management (IPRM) framework is an advantage for this position.
Here Is What You Need
- Bachelor's degree or similar in Science, Technical, Engineering or Business-related discipline is a minimum requirement.
- Significant experience in Information Technology or in the pharmaceutical / life sciences industry is preferred.
- Extensive proven experience in large IT organizations.
- IT Service Management qualifications e.g. ITIL (desired)
- Experience in working and collaborating with cross-functional / matrix teams.
- Strong communication and collaboration skills.
- Good understanding of the software development lifecycle methodologies.
- Fluency in written and oral business English is essential.
- Based in Chile, Colombia, Costa Rica, Ecuador or Perú .
Non-Standard Work Schedule, Travel Or Environment Requirements
- Digital & Technology is a 7x24x365 operation. This role may require occasional physical or virtual participation on a weekend, holiday, or after normal business hours.
- Some travel maybe required - less than 10%.
Organizational Relationships
- The candidate must be based in one of the following countries in LATAM: Chile, Colombia, Costa Rica, Ecuador or Perú .
- The BSM will report to the Senior BSM Manager in the region.
- There will be frequent interaction with commercial colleagues in the Business Units.
- Teamwork with other BSM, Digital & Technology Lead, Service Delivery Mangers, solutions enablement & delivery organizations (Creation Centers) and Risk Management and Compliance will also be frequent in this role.
- There will be interaction with External Support Vendors and management companies.
- This job is GJL070.
EEO (Equal Employment Opportunity) & 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, or disability.
Work Location Assignment: Hybrid
EEO (Equal Employment Opportunity) & 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, or disability.
Information & Business Tech
Top Skills
AI
Itil
Sharepoint
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