Role Summary
The Global Delivery Team Lead is accountable for the day-to-day performance, quality, and capacity management of the Global Delivery team – a standardized, script- and SOP-based service delivery function based in the APAC Center (India). The role ensures Delivery work is executed accurately, at scale, and within agreed SLAs, using predefined rules, reference libraries, and Q&A matrices rather than market-specific judgment. The Team Lead is also responsible for driving continuous process standardization and automation, and for building a resilient, cross-trained team supporting Delivery services globally.
Core Responsibilities
- Lead day-to-day delivery for the Global Delivery team (~8 Operations Specialists, India-based), ensuring all Delivery services are executed accurately, on time, and in line with agreed SLAs/OLAs.
- Act as the primary interface with Pfizer Service/Process Owners to understand task requirements and translate them into SOPs, reference libraries, and Q&A matrices – keeping work resolvable within Delivery scope without market-specific judgment.
- Own consolidated capacity planning and demand management for the team; monitor volume trends, forecast staffing needs, and flag capacity or concentration risk early.
- Drive continuous process improvement, standardization, and automation of Delivery workflows; identify candidates for migration to Tier-AI (full automation) as volume and process stability allow.
- Maintain SOP/audit documentation, process compliance, and asset management across the team's services.
- Develop and maintain SLA/OLA adherence reporting and quality metrics for the team.
- Provide day-to-day leadership, coaching, and performance management for the Operations Specialist team; build cross-training plans to reduce key-person and knowledge-concentration risk.
- Serve as the escalation point for inputs or issues that fall outside Delivery scope (e.g., requiring market judgment, stakeholder negotiation, or non-standard interpretation); triage and route to the appropriate Tier-1/Tier-2 owner.
- Support onboarding and structured knowledge transfer for new colleagues joining the team.
- Partner with the APAC Center Lead on workforce planning and integration with the broader APAC Center operating model.
Qualifications & Experience
- 8-12 years of relevant experience in Service delivery, Shared services, or Global business services operations.
- Experience managing or leading teams of approximately 8 colleagues, ideally in a virtual/remote delivery environment.
- Strong capacity planning, SLA/OLA management, and reporting skills.
- Track record of driving process standardization, optimization, and automation initiatives.
- Strong SOP development, audit, and process-compliance discipline.
- Comfortable operating against instruction documents, reference libraries, and Q&A matrices rather than ambiguous, judgment-heavy inputs.
- Good data literacy – able to translate volume/SLA dashboards into staffing and process decisions.
- Experience managing outsourced or third-party delivery relationships is a plus.
- Good to have: pharmaceutical/commercial operations industry knowledge; familiarity with multichannel marketing systems (MCM/iXM) where relevant to current scope.
- Education: Bachelor's degree required.
Organizational Relationships
Key internal interactions: APAC Center Lead; GOSC Team Leads/Delivery Leads in the LATAM and EU Centers; Pfizer Service/Process Owners; PX (India).
Key external interactions: None – Delivery is designed for zero external stakeholder interaction.
Resources Managed
Direct Reports
~8 Operations Specialists (India-based; Mumbai / Bangalore)
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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Medical
