Pfizer BT Manager, Business Services in Mapletree Business City, Singapore
The Business Service Manager (BSM) supports the Business Technology (BT) Country /Cluster Leads (client partners) to maximize the business value of BT investments by managing BT country operations and driving deployment and adoption of regional and global solutions and services. The BSM acts as a change agent and is planning and executing on technology initiatives on a market level. They also support operations in the market including HQ and FF services and smaller project activities. The BSM will be vital to ensure client satisfaction for BT services and solutions and will manage operational activities and escalations. Focus is the local market & on pan Pfizer services supporting roll-out and adoption as well as escalated operational support and directing local demand
Most Critical Behavioural Competencies or Capabilities:
Ensure a smooth execution of local projects by coordinating with relevant BT functions
Owns accountability for change management (CM), cascading communications and support services escalations
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/ metrics at market levels: market scorecard
Operational support for non-infrastructure services (i.e. SharePoint team sites, Plan of Action (POA) meeting support)
Works with other technology teams to resolve cross-functional service and support issues and escalate when needed
Market & applications Audit support and continuous preparedness
Ensures BT systems & operations act in accordance with global & local policies and compliance rules.
Understands client's operational needs in relation to the Country /Country cluster
Secures appropriate resources for local projects, engaging with the business, and facilitating service delivery
Analyses business requests to determine how best to create successful resolution & direct to appropriate solution centre
Helps consumers understand service offerings available from internal IT service providers
Contribute to the enablement of BCP & disaster recovery in the market
Direct application support is not in scope for this role but will need to work with DSET application manger and vendors to ensure stable operation.
Education: BA/BS in technical, business or scientific disciple preferred.
Qualifications / Experience: Computer Science or Information Systems or Statistics related degree preferred.Extensive proven experience in large IT organizations including solution roll-out and support.IT Service Management qualifications e.g. ITIL (desired) or project management certificates like PMP.
Critical Technical Competencies or Capabilities:
Very good understanding of service management and various solutions like BI (like Tableau/Business Objects), CRM (like Veeva), Workflow solutions, SharePoint, Box, eSignature, and so on with strong customer/business-oriented mindset and can work independently in the market. Certain level of infrastructure knowledge like network or IPT will be also a key to work with BTI for infrastructure related initiatives.
This role will be also one of our candidates to work with our regional business partner (BP) for Analytics with AI so to meeting some of the capabilities/requirements below is preferred.
Desire to drive analytics with business impact.
Candidate should understand and able to explain applicability and usecases for descriptive/predictive statistics analysis. How machine learning can be applied for problem solving and major categories of ML.
Major types of AI and associated usecases, preferably for Pharma.
Ask right questions to vendors/ other functions related to analytics model parameters in order to understand the expected performance of test set versus training data
familiar with data analysis frameworks: e.g. CRISP-DM
preferred practical experience in data analysis, correlation and causality or confirmatory analysis
Ability to evaluate qualitative or quantitative impact measurements and familiar with survey analysis (e.g. Likert scales)
identify how data, analytics & ML could improve processes by evaluating bottlenecks or potential process efficiencies
assist BU with clarifications on value created by AI in processes and solutions
work with BPs and BUs to create business case
self learner, willing to access internal and external self paced trainings and resources.
Understand how ML/ AI could be gradually infused into business processes and solutions, depending on market maturity, regulations and readiness
Some travel within market may be required for country BSMs and up to 20% travel requirement for sub-cluster BSMs within their sub-cluster
Business Technology is a 7x24x365 endeavor. This role may require physical or virtual participation on a weekend, holiday, or after normal business hours.
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.