Service Delivery Training Lead (AfME), GCO - Virtual Role Job at Pfizer

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Title: Service Delivery Training Lead (AfME), GCO - Virtual Role

Role Summary:
This is an exciting time to join GCO as it continues its transformation journey via GCO 3.0 within which GCO will create a global Service Delivery Function among many other upgrades. The GCO Service Delivery Global Operations Services Team Lead (GOSTL) is a novel position with Commercial Operations. The GOSTL is a key leader who serves as a single point of accountability for delivering GCO Services to business clients meeting and exceeding Pfizer’s business expectations and agreed upon service levels. The GOSTL attracts, retains, and develops a strong, effective service delivery team that holds relationships with appropriate commercial and non-commercial colleagues while managing, executing, and delivering services across one or more GCO service areas. The GOSTL has accountability for creating and managing effective client partnerships and strong client experience. S/he must be a strong network leader, contributing across a vast matrix of colleagues within and outside of GCO.
The GOSTL is the initial single point of contact for Service Delivery and will be responsible delivery of GCO services to clients and for service delivery transformation and optimization on an ongoing basis. The GOSTL ensures the appropriate commercial and non -commercial clients are supported with service delivery resources. S/he has detailed service subject matter expertise for agreed services. S/he will be responsible for service delivery design within his/her assigned service areas and will need to manage, in accordance with developing global standards, development and execution of service delivery design within his/her assigned geographies. The GOSTL is also the key ongoing partner to GCO Account Managers (AMs).

The GOSTL drives outcomes in standardizing, optimizing, and automating GCO Services delivery processes while enhancing service delivery continuity and quality. The GOSTL will contribute to and implement the GCO Service Delivery Centers roadmap in alignment to the GCO service delivery strategy. The GOSTL will also contribute thought leadership and ingenuity in devising novel ways to innovate service delivery within his/her assigned region and globally.
Role Responsibilities:
Attracts, develops, retains, and engages a high performing virtual and in market service delivery team:

Leads the commercial service delivery team by attracting, developing and motivating a team of 7-15 direct reports across multiple markets; recruits and retains talented colleagues in an environment and markets wherein colleague retention will be a key challenge
Creates, maintains and demonstrates an in-depth understanding of priorities across the service delivery team and works collaboratively with the team to allocate team resources appropriately to meet service delivery commitments
Manages the high performance of the service delivery team ensuring team members are equipped with the required capabilities to perform their assigned tasks effectively
Accomplishes results through subordinates, other management layers, and an extensive network of global third-party suppliers

Ensures service delivery is meeting or exceeding agreed business expectations and service levels:

Understands the commercial businesses, their priorities, and how service delivery of GCO services impact overall PBG success
Manages one or more suites of commercial services that have both a direct and indirect impact on commercial revenue in any given region ($10-20B) or globally ($40B)
Develops standards and ensures the delivery of GCO Services
to the business clients meets or exceeds agreed business expectations and are performed within the agreed service levels / metrics.
Ensures service management processes e.g. to manage demand, capacity, incidents or changes are executed according to agreed processes negotiated by him/her in collaboration with colleagues from AM, CQO and CoE
In collaboration with CoE and AMs, support effective deployment of new GCO Services, upgrades and / or changes, including providing the required project management capability
Ensures that compliance policies, guidelines and procedures are followed.
Ensures the provision of service delivery data and insights to drive positive commercial client experience
Enables critical launch activity for a pending portfolio of 250+ launches/new product indications that are of global significance to the company
Conducts or contributes to status meetings to top leaders in the company within PBG and/or GCO

Knowledge, Skills, Abilities, and Other Capabilities:
Training:

Ability to deliver and execute Training
Knowledge of training Measurement and ability to assess in conjunction with the Training COE
Knowledge of Assessment, Curriculum Design, Content Development
Facilitate Training delivery and execution
Marketing & sales management
Brand and skills related content understanding
Operational Excellence
Process Standardization
Analytics & Reporting
Vendor Management
Internal Client Experience
Consultative Partnering/Stakeholder Management
Team leadership in a high volume/high transformation/potentially high attrition environment

Drives the standardization, optimization and automation of service delivery regionally and at global scale:

Drives transformation: standardization, optimization and automation towards higher efficiency, better service quality, and faster solution provisioning
Ensures service delivery vendor portfolio is constantly assessed, managed and optimized to drive service delivery excellence
Provides recommendations as necessary on new or revised GCO Services that may enhance business performance
Ensures the collection and provision of service delivery data and insights to support further service delivery optimization, effectiveness of daily service delivery operations and to provide insight for GCO
Ensure the usage of GCO service delivery tools and platforms.
Drive awareness and traffic to GCO on Demand and proactively leverages it as a key channel for client service delivery transformation.
Ensure collaboration across service delivery centers organization and global operations services teams to leverage optimization of service delivery
Ensure all service delivery meets agreed in place quality plans in collaboration with CQO to meet compliance policies, guidelines and procedures.
Leverage external expertise and benchmarking to drive new and innovative ways to delivery services.
Develops and applies structured change management techniques and approaches to support change sustainment.

Manages service delivery budget:

Manages his/her service delivery budget (range of $3M to $5M) to ensure service delivery commitment and financial expectations are met

Role Qualifications:
Service delivery understanding:

Proven multi-year track record of 12 + years of Pharmaceutical Sales, Marketing, Operations experience and managing services in the area of commercial operations in one or more relevant marketing and sales operations functional areas
Knowledge of bio pharma sector trends, customer landscape, and competitor trends and actions
Deep understanding of organizational value models and significant experience of managing and delivering services across different BUs and/or multiple brands with different approaches and needs
Proven multi-year track record of at least 4 + years of experience with Training

Leadership :

Proven multi-year track record of 6 + years of team leadership experience including leading senior level management; leader of leader preferred
Extensive experience leading in global, multi-cultural environments and through matrix teams and ability to engage team members, within own team and across multiple global matrix teams

“Team Lead capability:

Strong business acumen and demonstrated flexibility
High self-awareness and strong leadership acumen
Engaging personality with can-do mentality
Sense for pragmatism, prioritization and value-orientation
Demonstrated success in consultative partnering, influence/negotiation; able to build and maintain productive/collaborative relationships
Analytical and conceptual mind set and solution finding approach; outcome-oriented
Ability to synthesize a significant amount of diverse information to build compelling, data driven investment cases
Proven track record in organizing and leading complex projects in collaboration with project managers
Ability to navigate internal organization/processes
Strong verbal and written communication skills
Capacity to effectively coach, mentor, and further develop colleague capabilities to high performance and for succession management
Experience in optimization leveraging one or more of the following capabilities: Lean, Project Management, Business Process Mapping, Automation, Customer Experience, Design Thinking, Self-Service and digital service delivery

Performance Measurements:

Contribution to GCO service delivery optimization and transformation at a global scale
Business client satisfaction and feedback, relating to overall delivery of GCO Services and relating to the individual contribution of the GOSTL position holder
Delivery of GCO Services meet or exceed agreed service levels
Effective performance management, development, and retention of individual direct reports
Services are delivered in alignment with legal/compliance requirements in region/market(s) and globally
Achievement of budget targets
GCO matrix relationship development and partnership
Contribution to enhancing overall GCO Client Satisfaction scores globally

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
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