Sr. Manager, Application Support & Ops Services

Pfizer

1d • $124,400 - $207,400 • Hybrid

About The Position

The Sr. Manager, Application Support & Ops Services in AiMS Service Delivery provides functional and technical expertise for Pfizer’s global manufacturing systems. The role manages production support services, driving technical resolution of critical issues affecting business-critical applications within the PGS Digital portfolio. It serves as the liaison among support teams, business stakeholders, and Digital stakeholders, and is the single point of contact for application performance. The position manages and reports on One BT processes, including incident and problem management, for assigned functional areas.

The role leads the transition of applications from project deployment and hypercare into long-term managed support, ensuring adherence to the support transition framework. It balances business and solution-team needs, promotes best practices, and helps build global IT support capabilities. It also drives continuous improvement, automation, and AI adoption in support operations. The role calls for deep technical and subject matter expertise in support transitions for manufacturing execution systems, labeling systems, local plant applications, and related edge systems, and involves managing a globally distributed AiMS team.

Requirements

• Bachelor’s degree in computer science or a related mathematical or engineering field.
• At least 6 years of experience; the posting does not specify the type of experience in the available text.
• Familiarity with GxP environments.
• Knowledge of manufacturing-related systems.
• Knowledge of global application delivery and support.
• Strong diplomacy skills and ability to navigate a difficult political environment.
• Strong technical knowledge.
• Strong process and procedure skills, particularly in incident, problem, change, and configuration management.
• Experience performing and coordinating root cause analysis and trend analysis.
• Prior experience managing production support under Service Level Agreements.

Nice To Haves

• Excellent verbal and written communication skills, including the ability to communicate effectively with project stakeholders and senior Digital and business leadership.
• Experience working and succeeding in a highly matrixed environment.
• Ability to collaborate with vendor partners and project teams.
• Ability to work independently with minimal supervision and manage multiple priorities.
• Demonstrated diverse leadership capabilities, including influencing and collaborating with peers, developing and coaching others, and overseeing and guiding colleagues’ work to achieve meaningful outcomes and business impact.

Responsibilities

• Create and manage processes and procedures for supporting global core environments, and facilitate issue resolution by engaging solution and support owners.
• Review service performance, participate in defining SLAs where needed, and manage and report team progress for the responsible area.
• Provide domain knowledge, broad architectural expertise, and deep technical subject matter expertise.
• Identify continuous-improvement opportunities and engage support and maintenance teams to define and deliver improvements.
• Oversee resolution of incident-management help tickets submitted by the business.
• Oversee completion of service requests related to routine system maintenance.
• Coordinate the transition of support activities from project teams to support teams, ensuring adherence to the support transition framework and that transfer activities are planned and understood by project teams.
• Provide project leadership and expertise for support services as required.
• Serve as liaison between support teams, the business, and Digital stakeholders for issue resolution; act as the single point of contact for application performance.
• Manage and report on One BT processes, including incident and problem management, for assigned functional areas.
• Drive adoption of best practices and support capabilities across global locations, including continuous process improvement, automation, and AI adoption.
• Manage a globally distributed AiMS team.
• Travel up to 5% as required; possible night and weekend work during major issue remediation or project/program deployments.

Benefits

• 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.
• Medical, prescription drug, dental, and vision coverage.
• Eligibility to participate in Pfizer’s Global Performance Plan, with a bonus target of 17.5% of base salary.
• Eligibility to participate in a share-based long-term incentive program.
• Relocation assistance may be available based on business needs and/or eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior