The role focuses on leading technical support for Salesforce.com and Veeva CRM, managing incident resolution, and advocating for excellent customer experience in the pharmaceutical domain.
At Pfizer we make medicines and vaccines that change patients' lives with a global reach of over 780 million patients.
Pfizer Digital is the organization charged with winning the digital race in the pharmaceutical industry. We apply our expertise in technology, innovation and our business to support Pfizer in this mission.
The Biopharma, Patient & CDI (C4) team builds and maintains the platforms and capabilities that enable Pfizer Business Units to connect digitally with our external customers and effectively engage and collaborate across teams internally. This includes all digital (web, mobile, omni-channel, & devices) products, platforms, services, and experiences in service of patients, HCPs, payors, pharmacists, or clinical sites. We build advanced cloud-based technology solutions at a global scale that positively impact Pfizer business performance.
Global Support and Operations: Within C4, the Global Support and Operations team is accountable for providing high-quality, multi-dimensional, expert technical operations and support for a suite of solutions used across C4 organization.
The primary purpose of the Service Delivery Lead is to empower digital customer facing Pfizer colleagues with tools, processes and knowledge to create outstanding experiences for our patients, health care professionals and other stakeholders.
The Service Delivery Lead - Support & Operations is expected to develop, implement, and manage the technical support framework to provide timely, high-quality, value-added services to enhance customer productivity.
The individual filling this role is expected to develop ideas and lead/co-lead complex projects across Sub Business Units with a focus on delightful customer experience. Ability to lead complex technology programs is critical.
ROLE RESPONSIBILITIES
Subject Matter Expertise - General
• System Support: Apply advanced knowledge of technology principles, concepts, theories to design and implement incident management framework through initial investigation, risk assessment, optimal solutioning and coordinating with technical teams for implementation of technical resolution in accordance with digital procedures.• System Maintenance: Manage day-to-day system activities including business support and incident management by interpreting internal/ external business challenges and best practices to recommend improvements to products, processes, or services.• Communications: Use a variety of communication tools and techniques to present complex ideas. Anticipates potential objections and influences others to manage escalations.
Technical Expertise
• Apply Salesforce.com technical knowledge to analyse and resolve complex problems in global applications comprised of Salesforce.com, Veeva CRM, and include data and integration technologies such as Informatica Cloud Services, MuleSoft, Oracle, Amazon Web Services, Snowflake and Autosys.
• Lead technical strategy and oversight for global CRM platforms including Salesforce.com and Veeva CRM, ensuring seamless integration with enterprise data and middleware technologies such as Informatica Cloud Services, MuleSoft, Oracle, AWS, Snowflake, and Autosys.• Responsible for managing support and maintenance activities for a suite of customer relationship management applications in pharmaceutical domain, technologies, and business processes.
• Mentor and guide technical teams, fostering a culture of continuous improvement, automation, and technical excellence in support delivery and solution management.
• Champion security and compliance initiatives, proactively identifying risks and implementing mitigation strategies in alignment with Pfizer's global security and data governance policies.
Strategic Leadership & Delivery
• Apply comprehensive industry knowledge, business expertise and an understanding of the external marketplace and customer requirements to deliver timely, robust technology support.
• Make decisions that may require developing innovative options to resolve complex problems using Agile framework and Pfizer's SDLC processed and methodologies.• Responsible to anticipate, oversee and influence an environment of continuous improvement and innovation.
• Evaluate trends and metrics to establish robust preventative actions in partnership with application teams
• Lead strategic initiatives to identify and scale GenAI use cases, targeting 60%+ efficiency gains across support, operations, and customer engagement workflows.
Resource and Financial Management
• Manages and leads people, technological and financial resources within Business Unit. Lead by influence rather than direct authority.• Responsible for vendor management of existing contracts up to ~ $500K related to products, including contract renewals and RFP/RFI processes as needed.
Cross- Team Collaboration
• Manage stakeholder engagement and communication to ensure alignment on governance and technical operations decision-making process across business units.
Coaching and Mentorship
• Actively share knowledge with others across Business Units through existing knowledge sharing processes/systems. Encourage others to share knowledge across the organization.
BASIC QUALIFICATIONS
Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred.
Experience/ Technical Skills/ Tools
• 7+ years of Service Delivery experience, preferably in pharmaceutical industry• 3+ years of Technical support and Operations management experience with proven track record of delivering robust, cost-effective, high-quality services for external and internal customers.• High proficiency and proven successful track-record of stakeholder management and engagement.• Intermediate level financial and budget acumen.• Experience collaborating with and managing cross-functionals teams including business subject matter experts, technical experts and compliance teams for project execution.• Strong analytical skills with demonstrated experience understanding business requirements, technical concepts and business processes.• Demonstrated knowledge of analytics, quantitative and problem solving skills to drive decisions for optimized solutioning.• Demonstrated experience in vendor negotiations with cited impacts to strategic direction and in-line production products.• Strong stakeholder management, facilitation, influencing and negotiation skills.• Strong working knowledge on MS Tools - Project, Word, PowerPoint, Excel.
• Strong stakeholder management, facilitation, influencing and negotiation skills.
Technology and Domain Requirements:
• 5+ years of experience and demonstrated ability with application administration and/or development in Salesforce.com (Force.com, APEX coding, Lightning Web Components, AURA), preferably in Sales Cloud or Service Cloud.
• Experience with application development or support in the Pharmaceutical or Life Sciences industry.
• Experience with pharmaceutical CRM (Veeva CRM) applications, technologies, and business processes including system validation.
• Experience with GxP validated applications and maintaining compliance with GxP requirements, policies, and SOPs.
PREFERRED QUALIFICATIONS
Experience/ Technical Skills
Understanding of pharma sales or marketing business process.
Understanding of data management or data integration processes.
Certifications/ Training
Salesforce.com certification(s)
PHYSICAL/MENTAL REQUIREMENTS
None, primarily office/computer-based work
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
OTHER INFORMATION
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
Pfizer Digital is the organization charged with winning the digital race in the pharmaceutical industry. We apply our expertise in technology, innovation and our business to support Pfizer in this mission.
The Biopharma, Patient & CDI (C4) team builds and maintains the platforms and capabilities that enable Pfizer Business Units to connect digitally with our external customers and effectively engage and collaborate across teams internally. This includes all digital (web, mobile, omni-channel, & devices) products, platforms, services, and experiences in service of patients, HCPs, payors, pharmacists, or clinical sites. We build advanced cloud-based technology solutions at a global scale that positively impact Pfizer business performance.
Global Support and Operations: Within C4, the Global Support and Operations team is accountable for providing high-quality, multi-dimensional, expert technical operations and support for a suite of solutions used across C4 organization.
The primary purpose of the Service Delivery Lead is to empower digital customer facing Pfizer colleagues with tools, processes and knowledge to create outstanding experiences for our patients, health care professionals and other stakeholders.
The Service Delivery Lead - Support & Operations is expected to develop, implement, and manage the technical support framework to provide timely, high-quality, value-added services to enhance customer productivity.
The individual filling this role is expected to develop ideas and lead/co-lead complex projects across Sub Business Units with a focus on delightful customer experience. Ability to lead complex technology programs is critical.
ROLE RESPONSIBILITIES
Subject Matter Expertise - General
• System Support: Apply advanced knowledge of technology principles, concepts, theories to design and implement incident management framework through initial investigation, risk assessment, optimal solutioning and coordinating with technical teams for implementation of technical resolution in accordance with digital procedures.• System Maintenance: Manage day-to-day system activities including business support and incident management by interpreting internal/ external business challenges and best practices to recommend improvements to products, processes, or services.• Communications: Use a variety of communication tools and techniques to present complex ideas. Anticipates potential objections and influences others to manage escalations.
Technical Expertise
• Apply Salesforce.com technical knowledge to analyse and resolve complex problems in global applications comprised of Salesforce.com, Veeva CRM, and include data and integration technologies such as Informatica Cloud Services, MuleSoft, Oracle, Amazon Web Services, Snowflake and Autosys.
• Lead technical strategy and oversight for global CRM platforms including Salesforce.com and Veeva CRM, ensuring seamless integration with enterprise data and middleware technologies such as Informatica Cloud Services, MuleSoft, Oracle, AWS, Snowflake, and Autosys.• Responsible for managing support and maintenance activities for a suite of customer relationship management applications in pharmaceutical domain, technologies, and business processes.
• Mentor and guide technical teams, fostering a culture of continuous improvement, automation, and technical excellence in support delivery and solution management.
• Champion security and compliance initiatives, proactively identifying risks and implementing mitigation strategies in alignment with Pfizer's global security and data governance policies.
Strategic Leadership & Delivery
• Apply comprehensive industry knowledge, business expertise and an understanding of the external marketplace and customer requirements to deliver timely, robust technology support.
• Make decisions that may require developing innovative options to resolve complex problems using Agile framework and Pfizer's SDLC processed and methodologies.• Responsible to anticipate, oversee and influence an environment of continuous improvement and innovation.
• Evaluate trends and metrics to establish robust preventative actions in partnership with application teams
• Lead strategic initiatives to identify and scale GenAI use cases, targeting 60%+ efficiency gains across support, operations, and customer engagement workflows.
Resource and Financial Management
• Manages and leads people, technological and financial resources within Business Unit. Lead by influence rather than direct authority.• Responsible for vendor management of existing contracts up to ~ $500K related to products, including contract renewals and RFP/RFI processes as needed.
Cross- Team Collaboration
• Manage stakeholder engagement and communication to ensure alignment on governance and technical operations decision-making process across business units.
Coaching and Mentorship
• Actively share knowledge with others across Business Units through existing knowledge sharing processes/systems. Encourage others to share knowledge across the organization.
BASIC QUALIFICATIONS
Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred.
Experience/ Technical Skills/ Tools
• 7+ years of Service Delivery experience, preferably in pharmaceutical industry• 3+ years of Technical support and Operations management experience with proven track record of delivering robust, cost-effective, high-quality services for external and internal customers.• High proficiency and proven successful track-record of stakeholder management and engagement.• Intermediate level financial and budget acumen.• Experience collaborating with and managing cross-functionals teams including business subject matter experts, technical experts and compliance teams for project execution.• Strong analytical skills with demonstrated experience understanding business requirements, technical concepts and business processes.• Demonstrated knowledge of analytics, quantitative and problem solving skills to drive decisions for optimized solutioning.• Demonstrated experience in vendor negotiations with cited impacts to strategic direction and in-line production products.• Strong stakeholder management, facilitation, influencing and negotiation skills.• Strong working knowledge on MS Tools - Project, Word, PowerPoint, Excel.
• Strong stakeholder management, facilitation, influencing and negotiation skills.
Technology and Domain Requirements:
• 5+ years of experience and demonstrated ability with application administration and/or development in Salesforce.com (Force.com, APEX coding, Lightning Web Components, AURA), preferably in Sales Cloud or Service Cloud.
• Experience with application development or support in the Pharmaceutical or Life Sciences industry.
• Experience with pharmaceutical CRM (Veeva CRM) applications, technologies, and business processes including system validation.
• Experience with GxP validated applications and maintaining compliance with GxP requirements, policies, and SOPs.
PREFERRED QUALIFICATIONS
Experience/ Technical Skills
Understanding of pharma sales or marketing business process.
Understanding of data management or data integration processes.
Certifications/ Training
Salesforce.com certification(s)
PHYSICAL/MENTAL REQUIREMENTS
None, primarily office/computer-based work
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- This operational support role will require working in European time-zone most days and may also occasionally require covering USA time-zone.
- May occasionally require travel, primarily to other Pfizer sites in the region and globally
- Non-standard work hours may be required based on project deliverables and business needs. Pfizer Digital is a 7x24x365 endeavour. This role may require occasional physical or virtual participation on a weekend, holiday, or after normal business hours
OTHER INFORMATION
- Work Location Assignment: Hybrid. 3 Days / Week in Pfizer Office
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
Top Skills
Amazon Web Services
Autosys
Informatica Cloud Services
Excel
Ms Powerpoint
Ms Project
Ms Word
Mulesoft
Oracle
Salesforce
Snowflake
Veeva Crm
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