Service Delivery Sr Associate

Service Delivery Sr Associate page is loaded Service Delivery Sr Associate Apply locations Italy – Rome time type Full time posted on Posted 3 Days Ago job requisition id 4894922 ROLE SUMMARY The Digital Corporate Affairs Client Partner and Colleague Services Team is responsible for providing a high quality, consistent, and repeatable end user support experience to Pfizer colleagues via a multi-channel service support strategy. The team provides leadership to maintain and deliver a consistent operating environment across Digital services and operations across BUs and/or a grouping of sites in the region serving as a single point of contact for service delivery. The Service Delivery Sr Associate role will partner with Service Delivery Managers within the EMEA region to support them in the management of service providers to effectively drive service level commitments, service quality improvements, and optimizing the service to maintain high customer satisfaction. In addition, the Service Delivery Sr Associate will support the data analytics and reporting strategy for Colleague Services to drive service enhancement and identify opportunities for automation. ROLE RESPONSIBILITIES Service Delivery Support: Drives an enhanced client experience for a cluster of sites in the EMEA region minimizing and eliminating operational issues. Maintains key metrics for quality, efficiency, and productivity for support. Manage vendor billing, accruals, resource and project change requests, and manages new project demand coming into the team. Ensure alignment across the Pfizer Digital organization and service providers – effectively utilizing the Pfizer Digital organization. Manage projects and change initiatives through the project life cycle, ensuring delivery to required time, cost & quality. Adhere to the Pfizer Digital Process Framework Provides status updates and communicates relevant Digital-related information to key stakeholders. Receive client escalations and follow-up with appropriate teams to ensure issue resolution. Support local events and conferencing needs Data Analyst : Analyze and interpret large data sets to seek opportunities to drive improvement in data quality and reduction in volumes Identify trends/patterns on the top product types and seek opportunities to automate, eliminate or simplify interactions that drive volumes Execute plans to address improvement opportunities Identify areas for continuous improvement, agree and implement improvement plans and projects to drive quality, productivity, and efficiency. Partner with Service Providers to drive increased value from services. Provide regular reports on opportunities identified and progress on actions Work with Global Client experience Lead to map client experience journey and drive improvements BASIC QUALIFICATIONS Bachelor’s Degree required 2 years relevant experience as a business information technology professional in one or many roles such as a service delivery manager, project manager, or business analyst Experience working within the ITIL Service Management Lifecycle framework & processes, and IT Financial Management (i.e. forecasting, budget management, accruals) High level of awareness of internal and external technology trends. Diplomatic and customer service focused; ability to manage key stakeholders in positive, poised, and effective manner. Proven experience in effectively communicating technical issues/challenges to non-technical people. 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. Prior knowledge of working with data visualization tool (i.e. PowerBI or Tableau) preferred Ability to manipulate data to provide meaningful insight Project Management skills preferred and working knowledge of Agile PREFERRED QUALIFICATIONS Bachelor of Science degree in Information Management, Computer Science, Engineering or Technology Management preferred Excellent communication skills and the ability to indirectly influence key partners and stakeholders PHYSICAL/MENTAL REQUIREMENTS Occasional requirement to move computer equipment and printers NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS Candidates must be capable of travel if required. Last day to apply: October 16th 2023 Purpose Breakthroughs that change patients’ lives At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. Digital Transformation Strategy One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience. Flexibility We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation Equal Employment Opportunity We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer iscommitted to celebratingthis,in all itsforms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees. Information & Business TechLI-PFE About Us Pfizer careers are like no other. In our culture of individual ownership, we believe in our ability to improve future healthcare, and potential to transform millions of lives. We’re looking for new talent to join our global community, to unearth new innovative therapies that make the world a healthier place. J-18808-Ljbffr