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Service Delivery Manager | Pfizer Ltd | Mumbai

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Position: Service Delivery Manager

Location: Mumbai, Maharashtra, India

Job Description:

Role Summary:

The position provides leadership to maintain and deliver a high quality, standard, consistent operating environment within the portfolio of Colleague Services and operations across BUs and/or a grouping of sites in the region and a single point of contact for service delivery.  The services include end-user services, site services support and act as the provider to other Digital divisions for the sites. The position will lead contingent workers accountable for the delivery of Colleague Service across all business units, functions, and sites in India.

ROLE RESPONSIBILITIES

  • Accountable for maintaining a high quality, standard, consistent operating environment within the portfolio of Colleague Services and operations provided to sites and end-users, and assuring good colleague experience with our services.

  • Key liaison between Pfizer Digital teams on production operations, service requests and delivery, services transition, compliance, and audit.

  • Ensures proper conduct of global, regional, and local (where applicable) colleague and vendor resources in meeting contracted support and delivery obligations for responsible Colleague Services.

  • Manages service escalation to resolution and identifies continuous improvement opportunities as appropriate.

  • Responsible for managing Service Level Agreements, Operational Level Agreements and underpinning contracts across responsible Colleague Services.

  • Participate in project meetings as required providing guidance, local knowledge to project teams, and operational acceptance at project close-out.

  • Communicate to Pfizer Digital and Business on Colleague Services, operational model and capabilities, service issues and resolution, service/ operational changes and operational.

  • Understand business requirements, set services, and operational expectations with business, and maintain constant awareness of customer-impacting technology changes.

  • Participates in regular meetings in-service operational reviews and service transition, evaluates and approves all in-country changes.

Basic Qualification:

  •  7+ years of experience in IT Service Lifecycle Management with a minimum of 5 years’ experience in IT Service Operations, Transition, and Continuous Improvement.

  • Knowledge and experience in  managing external service provider, ITIL Service Management Lifecycle framework & processes, and IT Financial Management (i.e. forecasting, budget management, accruals)

  • Demonstrated experience in leading a team and managing resources across multiple IT service disciplines and multiple geographic sites.

  • Ability to focus on issues from a strategic and operational level to facilitate services and infrastructure operations and transitioning.

  • Diplomatic and customer service focused; ability to manage key stakeholders in a positive, poised, and effective manner.

  • Proven experience in effectively communicating technical issues/challenges to non-technical people.

  • Strong stakeholder relating, negotiation, and influencing skills.

  • Excellent communication skills, both written and oral.

  • Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude.

  • Bachelor’s degree in computer science or related technical field, or equivalent experience

Resources Managed:

Financial Accountability

Supports monthly and yearly budgeting and re-forecasting actual / run rate.  Continuously review budget / spend to ensure budget goals are met and exceeded and seek out opportunities for cost synergies or savings.

Ensure proper funding is in place for any BAU operational work.

Supervision

Supervision of contingent workers and/ or vendor resources.

Experience: Min 7 Years

Contact Details:

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