Senior Director, Global Support and Operations

Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants.

ROLE SUMMARY

The BPC team is 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, Global Support provides 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 :

ROLE RESPONSIBILITIES

The primary responsibilities of this position will be management of support operations across all global & local assets across the BPC.

The role will oversee a team of at minimum 50 colleagues and upwards of 500 contractors under managed service agreements.

Key responsibilities include :

Support Operations

• Deliver the Global Operations capability for digital solutions, including L1 Triage, break-fix, proactive maintenance, security patching, monitoring, compliance, change management, incident management and problem management, including L3 / L4 services across the full BPE portfolio of applications.
• Align teams to operating principles and ensure adherence.
• Establish transparent reporting to stakeholders on operations and partner on ways forward.

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 across BPC and commercial Business Units, taking appropriate risks to 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 teams responsible for development and DevOps capabilities.
• Ensure strong alignment of visions and strategies in how BPC delivers and runs its technologies across LT.
• Grow talent inside and outside of their immediate span of control with an eye for future-proofing 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 of 6 years of experience with increasing responsibility designing, delivering, and maintaining large-scale, global systems & platforms.
• Experience operating in a large multi-skilled operations team.
• Experience with large scale deployments of Drupal or Open Source CMS websites. Experience with hybrid and native apps and shared component libraries.

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, Technology Management or relevant disciplines.

PREFERRED QUALIFICATIONS

As above and including Master of Science degree in Information Management, Computer Science, Engineering, Technology Management or 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, negotiation and the ability to readily learn a new business area.
• Proven capability handling large scale, enterprise software requirements definition, designs and implementations in a global 24 / 7 environment.
• Technology solutions delivery in a pharmaceutical or regulated environment a bonus.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Travel will be required as part of this role to ensure close collaboration and partnership building both within the BPC organization and across Digital as needed.

Expectations around travel will vary but you will need to be capable of travel within 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 $184,900.00 to $308,100.00. 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.

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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