Pfizer is seeking to innovate and bring therapies to patients that significantly improve their lives. The R&D Support and Services Lead for Clinical and Research is needed to ensure the delivery of impactful and sustainable technology solutions for the R&D functions, by providing oversight for all service management functions, ensuring SLAs are met, and working with Digital and business lines to maintain a stable application portfolio vital for advancing drug candidates to regulatory submission.
Requirements
- Experience and demonstrated competencies in working with teams in a matrixed organization, building and nurturing relationships, and effective engagement resulting in successful outcomes.
- Demonstrated capabilities and experience collaborating and working effectively in team settings, frequently in virtual teams, with business partner and customer engagement responsibilities.
- Prior experience in managing application support and services in research and/or clinical settings is highly desirable.
Responsibilities
- Define and manage the SLAs and OLAs for the R&D applications in a manner compliant with Digital Service Management methodologies.
- Apply innovative thinking to identify, design, and implement automation opportunities.
- Focus on implementing automation, self-service, and GenAI capabilities.
- Perform Life Cycle Management (upgrade planning, understanding technology roadmaps to create a path forward that is consistent with the application’s use, importance, value, and performance requirements).
- Review application performance and monitor data to understand how the system is performed and proactively direct necessary corrective actions to meet SLAs and customer requirements.
- Manage the software licenses associated with the set of applications in partnership with Procurement.
- Ensure disaster recovery compliance through the facilitation of DR designs, ownership of DR testing, and maintenance of supporting documentation.
Other
- Build, mentor, and empower a high-performing team, cultivating a culture of innovation, accountability, and continuous learning.
- Responsible for understanding the impact and value of proposed and executed application and systems changes, the approval process, and the outcomes.
- Ensure that maintenance requests are managed within contracted maintenance volume through effective governance.
- Responsible for Incident Management and Problem Management activities when necessary.
- Should be able to travel up to 20% of the time.
