Global Service Delivery Lead

Pfizer • Tampa, FL

12d • Hybrid

About The Position

At Pfizer, the Director, Global Service Delivery Lead plays a pivotal role in the Global Business Services Source-to-Pay (S2P) division, contributing to the enhancement of patient lives worldwide. This position offers the opportunity to drive impactful change, leveraging Pfizer's resources and expertise to deliver innovative solutions that improve healthcare outcomes and patient experiences. What You Will Achieve Provide strategic direction, oversight, and full accountability for global service delivery of Source-To-Pay (S2P) solutions delivered by the engaged external third-party Business Process Outsourcing (BPO) partner, ensuring alignment with Pfizer’s goals and compliance with contractual agreements. Manage and lead collaboration with internal stakeholders (e.g., S2P Category Leadership) to understand their service needs and requirements and to ensure that BPO service delivery exceeds their expectations. Lead and develop regional teams (including 3 Regional Service delivery Lead direct reports), drive continuous improvement of service delivery in partnership and collaboration with internal (i.e. S2P PPAI team, etc) and external partners (BPO). Oversee governance and performance management oversight including BPO SLAs and KPIs for a global BPO team, and process optimization for sourcing and contracting activities, supporting innovation and operational excellence. Address escalated issues, and ensure compliance with contractual agreements, and act as the primary point of contact between Pfizer and the BPO partner to foster strong performance delivery.

Requirements

• BA/BS with at least 10+ years of experience, MBA/MS with at least 9+ years, PhD/JD with at least 5 years
• Diverse leadership experience and ability to influence and collaborate with peers.
• Highly developed team leadership skills and ability to manage internal/external resources.
• Outstanding project management and organizational skills.
• Excellent communication skills (written and oral) and ability to synthesize complex information.
• Discretion and ability to deal with confidential information.
• Ability to lead, challenge, and positively influence in a global team environment.
• Advanced Microsoft Office capabilities, particularly Excel, PowerPoint, and Word.
• Proficiency with SAP Ariba suite.
• 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.

Nice To Haves

• Experience as a leader/manager within a Shared Service or Center of Excellence function.
• Strong knowledge of Global Sourcing and Contracting systems, processes, and tools.

Responsibilities

• Provide strategic direction, oversight, and full accountability for global service delivery of Source-To-Pay (S2P) solutions delivered by the engaged external third-party Business Process Outsourcing (BPO) partner, ensuring alignment with Pfizer’s goals and compliance with contractual agreements.
• Manage and lead collaboration with internal stakeholders (e.g., S2P Category Leadership) to understand their service needs and requirements and to ensure that BPO service delivery exceeds their expectations.
• Lead and develop regional teams (including 3 Regional Service delivery Lead direct reports), drive continuous improvement of service delivery in partnership and collaboration with internal (i.e. S2P PPAI team, etc) and external partners (BPO).
• Oversee governance and performance management oversight including BPO SLAs and KPIs for a global BPO team, and process optimization for sourcing and contracting activities, supporting innovation and operational excellence.
• Address escalated issues, and ensure compliance with contractual agreements, and act as the primary point of contact between Pfizer and the BPO partner to foster strong performance delivery.

Benefits

• participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees