Overview

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Our client is a leading research-based biopharmaceutical company. They apply science and their global resources to deliver innovative therapies that extend and significantly improve lives. Every day, colleagues work across developed and emerging markets to advance wellness, prevention,  reatments and cures that challenge the most feared diseases of our time.

ROLE SUMMARY

The Customer and Commercial Creation Center (C4) team are 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.

In addition, the C4 team is accountable for our Marketing Technology (Martech stack) inclusive of Digital Platforms, Digital Channel Enablement, Content Integration, and Marketing/Marketer Tools and for driving Digital Enablement within Pfizer, including Robotic Process Automation, Intelligent Assistants and Workforce Productivity tools.

The Director, Patient and Clinical Solutions Support and Operations is responsible for overseeing the end to end support of the C4 Clinical and Patient solutions portfolio. Solutions will exist in over 100 markets and will require production support with varying compliance requirements by country and language delivering services to Pfizer patients and partner organizations globally. The person in this role will manage a large and diverse multi-vendor and multi-national on/off-shore support and operations team with dozens of contractors across multiple vendors in 6 countries with contract values of several million dollars. The Director, Patient Clinical Solutions Support and Operations must be a team player with the ability to collaborate with all members of the C4, Digital Platforms and GDO, including engineering and product owners, and must actively manage the vendor agreements to ensure Pfizer is getting the quality and responsiveness required to ensure high quality outcomes for our customers.

The Director, Patient and Clinical Solutions Support and Operations must ensure that Pfizer’s Patient and Clinical solutions are always on, reliable, scalable and of the highest quality possible while maintaining efficiency and long-term sustainability. Key to the success of this role is the ability to influence a culture of quality and continuous improvement throughout the digital center of excellence team from early project planning through to delivery and sustainable operations. A successful candidate will have both technical, leadership and interpersonal skills required to create a sustainable environment of collaboration across multiple teams at Pfizer.

The Director, Patient and Clinical Solutions Support and Operations must be able to manage critical situations when they do arise through thoughtful planning of vendor management, and communications approach. The operations lead must also ensure that all outages and production issues reported have a full root cause analysis completed and drive towards constant improvement. Success in this role will be measured not just by uptime and outage metrics, but the culture of quality and continuous improvement that is created throughout the Patient and Clinical Solutions Support and Operations team. Finally, the role will require excellent financial management capability with responsibility for a multi-million-dollar budget and multiple managed service contracts.

The Global Digital Operations organization works within a Scaled Agile Framework (SAFe) environment with a DevOps culture of Continuous Improvement. It will be critical for the individual in this role to align to both the framework and the culture of the organization and seek to continuously optimize and automate processes within the “Shift-Left” model established by our team.

A key success metric will be the overall reduction of tickets within each of the service categories as aligned to ratios of assets, e.g. Number of Tickets per Site. Additional success criteria will be both tracking and reporting of personal and team ideas on how to increase efficiencies anywhere within the organization. A demonstrable track record of continuous improvement is key.

ROLE RESPONSIBILITIES

  • Alignment with CoE, Solution Delivery, Global L1/L2, and other support and operations peers
    Works closely with platform engineering and development teams to ensure continuous knowledge transfer and alignment with solution requirements and capabilities. Partners with DevOps lead to establish clear feedback loop processes and metrics between operations responsibilities and develop team expectations, including providing feedback of improvements / changes needed to support efficient operations processes.
  • Vendor Management
    Direct management responsibilities for vendor relations associated with contracted resources and licensed services. Based on division of responsibilities within the organization, will be responsible for managing vendor Quarterly Business Reports (QBR) meetings and will align to standardize on metrics across the organization. Will continually strive for optimal performance of vendor resources both in delivery of contracted services and cost-efficient operations.
  • Financial Management
    Will contribute to either direct or consolidated managed service agreements for the roles specific areas of responsibility. Will ensure that monthly invoicing is closely tracked to ensure alignment with services delivered. Will continually seek to optimize processes and tools improve financial efficiency.
  • L3/L4 Support Services
    Ability to oversee support for hundreds of digital assets for Pfizer patients and partner organizations globally in a consistent manner with consistent quality of service while fully engaging with L1/L2 support teams. Establish service tiers as appropriate and ensure the elimination of unnecessary
    infrastructure, services, and processes.
  • Break-Fix
    Ensure that any and all reported bugs within the areas of responsibility are resolved in a timely manner and with attention on prevention of recurrence.
  • Specific Solutions to be Supported
    TBD
  • Additional projects and efforts as assigned.

BASIC QUALIFICATIONS

  • 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.
  • Experience operating in a large multi skilled operations team.
  • Experience operating in a DevOps environment.
  • Experience with large scale open source solutions. Experience with complex digital technology platforms requiring a broad mix of skilled and commodity resources to manage them.
  • Experience with Atlassian (Jira, Confluence) an asset.
  • Experience with continuous delivery tools and methodologies like GitHub, Jenkins, Travis CI, and agile development a plus.
  • Minimum of 8 years of experience with increasing responsibility designing, delivering, and maintaining large-scale, global systems & platforms.

PREFERRED QUALIFICATIONS

As above and including Bachelor of Science degree in Information Management, Computer Science, Engineering, Technology Management or relevant disciplines.


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