Pfizer seeks a Global Delivery Team Lead to oversee day-to-day operations of an India-based delivery team (~8 specialists), ensuring accurate execution of standardized services within SLAs. The role combines team leadership, capacity planning, and process improvement to support global pharmaceutical operations.
Responsibilities
Lead daily delivery execution for the team, ensuring accurate, timely completion within agreed SLAs and OLAs
Translate task requirements from service owners into standardized SOPs, reference libraries, and Q&A matrices
Manage consolidated capacity planning and demand forecasting; monitor volume trends and flag risks early
Drive continuous process improvement and identify automation candidates for migration to AI-enabled tiers
Provide team leadership, coaching, and performance management; develop cross-training plans to mitigate key-person risk
Requirements
8–12 years in service delivery, shared services, or global business services operations
Demonstrated experience leading teams of approximately 8 people in virtual/remote settings
Expertise in capacity planning, SLA/OLA management, and reporting
Proven track record of driving process standardization, optimization, and automation
Strong SOP development, audit documentation, and compliance discipline
Data literacy and ability to translate dashboards into staffing and process decisions
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