Pfizer Services Enablement Manager UK in Walton Oaks, United Kingdom
As a member of the Business Technology (BT) team, the Service Enablement Manager is responsible for supporting the Commercial business in the UK, including both Head Office and Field Force colleagues, based in Walton Oaks, Surrey, UK. This position works in close partnership with the BT UK country lead, other BT business partners and the BT Centres of Excellence in a collaborative, creative and flexible way to manage change, plan and execute technology regional and global initiatives and small projects within the UK market. This position is vital to ensure high client satisfaction for BT services and solutions and will manage operational activities and escalations, when necessary.
Most Critical Behavioural Competencies or Capabilities:
Owns accountability for change management, cascading communications and support services escalations
Partners with other BT members to implement change management plans and deliver solutions effectively and efficiently
Develops market-specific plans based on feasibility and opportunity
Serves as a liaison between global program teams/service owners and BT Line leads
Adapts global materials to meet local needs
Tracks adoption/Customer Satisfaction metrics at market levels: market scorecard
Operational support for non-infrastructure services (i.e. SharePoint team sites, Plan of Actions)
Collaborate with other BT teams to resolve cross-functional service and support issues and escalate when needed
Ensures BT systems and operations act in accordance with global and local policies and compliance rules
Market and applications audit support and continuous preparedness
Understands client's operational needs and how to make them reality through BT offerings and service providers
Analyses business requests to determine how best to create successful resolution and direct to appropriate solution centre
Manging External Support Vendors - refine SLAs and ensure appropriate value from support vendor
Qualifications, Experience, Competencies:
Able to translate technical requirements into business language
Extensive proven experience in large IT organizations
Proven experience managing Senior stakeholders
Very good understanding of Service Management (ITIL qualification is an advantage)
Fluency in English is mandatory
Knowledge of the pharmaceutical industry (preferably Commercial)
The closing deadline for applications is 30th June 2018
Please submit your job application via www.pfizer.com/careers and search for Job ID: 4706911.
Pfizer's aim is to provide equality of opportunity in the recruitment process by avoiding discrimination on the grounds of: age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage & civil partnership, pregnancy & maternity, political persuasion or trade union membership.
At Pfizer we are creating an organisation and promoting a culture that respects each individual's unique character and life experiences, and reflects the diversity of our customers and markets. We will achieve this through fostering and sustaining an environment in which every colleague feels valued and supported, thus enabling superior business results.
Day (standard) (United Kingdom)
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.