Job Type: Full time
ROLE SUMMARYWe are seeking a highly motivated individual to join Pfizer Digital Solution and Service Management organization.Our team is responsible to provide thought leadership in applications, platforms, and technology portfolio along with providing operational support globally for all solutions within the Commercial and Marketing Facing domains. Our mission is to help bring medicines to patients through the delivery of impactful and sustainable technology solutions. Through our team of talented technologists, we provide solution and service delivery, technology platforms managements, and optimization and application support excellence. Our teams globally support over 25K+ commercial users across 90+ markets. The Director, Solution and Service Management is a critical role in helping us achieve our mission.The Director, Solution and Service Management, is a subject matter expert in the areas of industry leading Core Commercial Customer Facing solutions using Salesforce.com and Veeva technology platforms, recognized both within and beyond own organization and who has a track record of actively applying this expertise to influence the strategic direction of global core commercial solution and services. This role will lead multiple complex regional/global application processes, provide solutions to complex problems, promote, and execute breakthrough innovations that impact global solutions and services.ROLE RESPONSIBILITIES As a strategic leader and thought provider within core commercial solution and service management organization, this role will work independently to:Lead portfolio of complex regional/global application solution and services that include providing multiple alternative options to resolve complex issues found challenging by L2/L3 service team members.Lead and manage application change management processes in alignment with leading agile practices and ensuring compliance during all stages.Establish close partnerships with relevant Platform Engineering, Delivery and Operations colleagues to ensure alignment in all areas of development strategy, process, operational needs, DevOps culture and other areas relevant to excellence in the lifecycle of applications in the portfolio. Ensure strong alignment of visions and strategies.Leverage industry best practice and experience to ensure that data privacy and security is baked into deliverables from the start and that the solution fully embraces a DevSecOps security mentality.Mentor team of external technical contractors to continually improve the customer service levels. Develop plans for managing talent outside of the immediate span of control ensuring the talent base has the skills required to complete current and future tasks.Direct design of global SOPs and governance models to ensure solution meets high degree of and consistency in stated compliance requirements, working with Delivery and Risk Management teams.Lead continuous improvements in areas of application solution and service processes bringing industry leading breakthrough ideas and innovations with impact to global operations.Effectively present ideas, complex concepts and execution status to stakeholders and influencers at all levels using appropriate communication tools and practices.Develop, maintain, and communicate key metrics for application service performance, quality, health, efficiency and compliance. QUALIFICATIONS Indicate basic and preferred qualifications:Basic Qualifications are job related, consistent with business requirements and necessary for the performance of an essential function of this role including: education/licenses/certifications, location, relevant experience, technical and/or other job-related skills. Basic qualifications determine minimum requirements that applicants must possess to be qualified for the role; anyone who does not meet basic qualifications for the role will not be interviewed or eligible for hire.Preferred Qualifications are job-related qualifications that may be indicated in addition to basic qualifications; they are not absolutely required for performance of the job but are desired and further describe the education/skills/experience sought for the position. Preferred qualifications enhance a candidate’s ability to perform the job.  BASIC QUALIFICATIONS Bachelor’s degree required, preferably in a Computer Science, Information Systems, Engineering or Business Management field.10+ years of progressive experience in managing application development and/or application support for large-scale global application system.Strong demonstrated UpToDate technical expertise within and outside immediate organization in use and management of large-scale Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Service Voice and Veeva CRM technology platforms.Proven strong experience in managing solutions for Pharma salesforce automation, closed loop marketing, virtual customer communication, sales territory alignment & deployment, customer contact centers and related customer facing engagement solutions.Excellent oral and written English communication skills.Strong interpersonal, customer service, and relationship competencies.Excellent organizational and time management capabilities. Ability to multi-task, plan, organize and effectively execute tasks and projects.Ability to work both independently and as a member of a matrix organization, producing high quality deliverables and earning the trust both of customers and teammates.Ability to adapt to new work assignments, flexibility, and willingness to work with a global team across regions and time zones.  PREFERRED QUALIFICATIONSExperience with Pharma commercial data landscapeExperience with data and integration technologies such as Informatica Cloud Services, MuleSoft, Snowflake, etc.Certification in Project Management / PMP or ITILExperience working in a regulated environmentPHYSICAL/MENTAL REQUIREMENTSNone, primarily office/computer-based workNON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS Pfizer Digital is a 7x24x365 endeavor.  This role may require occasional physical or virtual participation on a weekend, holiday, or after normal business hoursMay occasionally require travel, primarily to other Pfizer sites in the region and globally.OTHER INFORMATIONNoneORGANIZATIONAL RELATIONSHIPSProvide the primary groups or key role(s) that this role will have interaction with as a regular part of the role responsibilities.  Include any external interactions as appropriate.Pfizer Digital staff in Digital & Commercial Platforms, Engineering Operations & SupportVendor and contract staff supporting Digital & Commercial Platforms, Engineering Operations & Support portfolioBusiness users and solution leads within business areasOther Pfizer Digital organizations as necessary (Infrastructure, Service Desk, Core Solutions)RESOURCES MANAGEDFinancial AccountabilityIndicate the Average Budget or Revenue accountability, as applicable.SupervisionIndicate the typical number of Colleagues managed; include direct & indirect reports and matrix responsibility. Note if direct reports are people managers or individual contributors.  Indicate additional resources (i.e. contingent workers) managed, as applicable.No Direct or Indirect People ResponsibilityManage group of 10+ contingent workers Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact. PHYSICAL/MENTAL REQUIREMENTSNone, primarily office/computer-based workNON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS Pfizer Digital is a 7x24x365 endeavor.  This role may require occasional physical or virtual participation on a weekend, holiday, or after normal business hoursMay occasionally require travel, primarily to other Pfizer sites in the region and globally.Work Location Assignment: FlexibleOTHER JOB DETAILSLast date to apply for the job: September 23, 2022Additional location information: Peapack - NJ, Collegeville - PARelocation assistance may be available based on business needs and/or eligibility.Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment.  As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.Sunshine ActPfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations.  These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure.  Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act.  Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government.  If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.EEO & Employment EligibilityPfizer 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.Information & Business Tech