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.

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