Global Delivery Team Lead - Service Delivery & Operations Management

Global Delivery Team Lead Role Summary The Global Tier-0 Team Lead is accountable for the day-to-day performance, quality, and capacity management of the Global Tier-0 team – a standardized, script- and SOP-based service delivery function based in the APAC Center (India). The role ensures Tier-0 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 Tier-0 services globally. Core Responsibilities Lead day-to-day delivery for the Global Tier-0 team (~8 Operations Specialists, India-based), ensuring all Tier-0 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 Tier-0 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 Tier-0 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 Tier-0 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 – Tier-0 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. To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers . Medical Experience Level Senior Level