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Pfizer Application Service Delivery Manager, Support & Operations in Collegeville, Pennsylvania

Why Patients Need You

A career at Pfizer offers opportunity, ownership and impact. All over the world, Pfizer colleagues work together to positively impact health for everyone, everywhere. Our colleagues have the opportunity to grow and develop a career that offers both individual and company success; be part of an ownership culture that values diversity and where all colleagues are energized and engaged; and the ability to impact the health and lives of millions of people. Pfizer, a global leader in the biopharmaceutical industry, is continuously seeking top talent who are inspired by our purpose to innovate to bring therapies to patients that significantly improve their lives.

Role Summary

The Application Service Delivery Manager (ASDM) is a member of the GRaDeM Support & Operations organization. In GRaDeM, our mission is to create business value for the research, development and medical functions of Pfizer through the delivery of impactful and sustainable technology solutions; providing the talent for project execution excellence and application support - bringing medicines to patients.

The ASDM is a critical role in meeting our mission. An ASDM "owns" an application portfolio, providing oversight for all service management functions - performance, availability and business continuity. The ASDM is at the center of the action, ensuring SLAs are met by our Application Support & Maintenance providers, interfacing with EP&S shared service teams, and working with Digital and business lines on ensuring a stable application portfolio.

Role Responsibilities

  • Accountable for the availability, performance and business continuity of applications in Global Product Development (GPD) or Worldwide Research & Development (WRD).

  • In partnership with the Digital Client Partners (CP) and Shared Services define and manage the SLA's and OLA's for the set of applications in a manner compliant with Digital Service Management methodologies. Key outcome is improved effectiveness of service delivery and measured through periodic reporting to stakeholders at appropriate level of detail and content.

  • Perform Life Cycle Management (upgrade planning, understanding the technology roadmaps to create a path forward that is consistent with the application's use, importance, value and performance requirements), Change Management - responsible to understand the impact and value of proposed and executed application and systems changes, the approval process and the outcome. Ensure that maintenance requests are managed to contracted maintenance volume through effective governance.

  • Performance analysis - reviewing the application performance and monitoring data to understand how the system is performing and proactively directing the necessary corrective actions to meet SLAs and customer requirements.

  • Escalation path for operational issues and incidents. Prepares for and coordinates responses to outages and disruptions impacting application portfolio. Define and evolve the support model/plan for new applications.

  • Support audits and inspections as required in questioning around such areas as computer operations, access controls, and change management.

  • Support Enterprise Platform & Security (EP&S) initiatives while representing the needs of the WRD & GPD Portfolio.

  • Ensure disaster recovery compliance through the facilitation of DR designs and ownership of DR testing and maintenance of supporting documentation.

  • Partner with project teams during development lifecycle (help develop support/deployment plan and other key deliverables including acceptance of production releases, go/no-go decisions) and ensure application production readiness (support model, monitoring, SLAs, budget).



  • Bachelors degree in Information Management, Computer Science, Engineering, or Technology Management.

  • 5+ years of experience as an information technology professional in one or many roles such as an architect, business analyst, software developer, systems administrator, database administrator, systems engineer, computer engineer, support specialist,technology team lead, or technology manager.

  • Experience and demonstrated competencies in working with teams in a matrixed organization, building and nurturing relationships and effective engagement resulting in successful outcomes.

  • Demonstrated capabilities and experience collaborating and working effectively in team settings, frequently in virtual teams with business partner and customer engagement responsibilities.


  • Prior experience in managing systems supporting pharmaceutical operations.

  • PMP or ITIL certification desirable.

Technical Skills and Level - Skills Framework for the Information Age (SFIA) Library

  • Level 5 Service Level Management

  • Level 5 Management and Operations

  • Level 4 Financial Management for IT

  • Level 5 Stakeholder Relationship Management

  • Level 5 Resourcing

  • Level 5 Organization Design and Implementation


• Should be able to travel up to 20% of the time.

• Weekend and off hours work is not significant, but the position does have business continuity and operational responsibilities that require coordination activities during off hours and weekends, especially when application stability and usability is impacted.

Other Job Details:

Last Date to Apply: 12/2/2021

Pfizer requires all U.S. new hires to be fully vaccinated for COVID-19 prior to the first date of employment. As required by applicable law, Pfizer will consider requests for Reasonable Accommodations.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

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