{"id":2446914,"url":"https://alion.io/job/pfizer-global-delivery-team-lead","title":"Global Delivery Team Lead","company":{"id":3480,"name":"Pfizer","domain":"pfizer.com","url":"https://alion.io/company/pfizer","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":51000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":22},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-13T13:49:45Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T14:26:19Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Role Summary\nThe 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.\nCore Responsibilities\nLead 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. \nAct 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. \nOwn consolidated capacity planning and demand management for the team; monitor volume trends, forecast staffing needs, and flag capacity or concentration risk early. \nDrive 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. \nMaintain SOP/audit documentation, process compliance, and asset management across the team's services. \nDevelop and maintain SLA/OLA adherence reporting and quality metrics for the team. \nProvide 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. \nServe 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. \nSupport onboarding and structured knowledge transfer for new colleagues joining the team. \nPartner with the APAC Center Lead on workforce planning and integration with the broader APAC Center operating model. \nQualifications & Experience\n8-12 years of relevant experience in Service delivery, Shared services, or Global business services operations.\nExperience managing or leading teams of approximately 8 colleagues, ideally in a virtual/remote delivery environment.\nStrong capacity planning, SLA/OLA management, and reporting skills.\n Track record of driving process standardization, optimization, and automation initiatives.\nStrong SOP development, audit, and process-compliance discipline. \nComfortable operating against instruction documents, reference libraries, and Q&A matrices rather than ambiguous, judgment-heavy inputs. \nGood data literacy - able to translate volume/SLA dashboards into staffing and process decisions. \nExperience managing outsourced or third-party delivery relationships is a plus. \nGood to have: pharmaceutical/commercial operations industry knowledge; familiarity with multichannel marketing systems (MCM/iXM) where relevant to current scope. \nEducation: Bachelor's degree required. \nOrganizational Relationships\nKey internal interactions: APAC Center Lead; GOSC Team Leads/Delivery Leads in the LATAM and EU Centers; Pfizer Service/Process Owners; PX (India).\nKey external interactions: None - Tier-0 is designed for zero external stakeholder interaction.\nResources Managed\nDirect Reports\n~8 Operations Specialists (India-based; Mumbai / Bangalore)\nPfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.\nTo learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.\nMedical","description_format":"text","description_chars":3955,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Oncology Therapeutics","Infectious Disease Therapeutics"],"lifecycle":[{"event":"open","at":"2026-10-13T13:49:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/pfizer-global-delivery-team-lead","json_url":"https://alion.io/job/pfizer-global-delivery-team-lead.json","meta":{"generated_at":"2026-10-14T17:49:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22859,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3480},"rest":"https://alion.io/mcp/rest/get_company?id=3480"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpfizer-global-delivery-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpfizer-global-delivery-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpfizer-global-delivery-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pfizer-global-delivery-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpfizer-global-delivery-team-lead"}]}