Service Delivery Senior Associate

Service Delivery Senior Associate – Madrid, Madrid Role Summary

Join a dynamic and forward‑thinking team at the heart of Pfizer’s digital transformation journey. The Digital Colleague Services & Adoption Team is redefining how we support our colleagues by delivering a seamless, high‑quality end‑user experience through a modern, multi‑channel service strategy. As a Senior Associate Service Delivery Manager, you’ll play a pivotal role in shaping the colleague experience across Spain, Portugal, and Central Europe.

You’ll be a trusted partner and single point of contact for service delivery ensuring operational excellence, driving continuous improvement, and enhancing service quality. This is more than a support role, it’s a chance to embark on a purpose‑driven journey to improve global health. If you’re passionate about delivering exceptional service, thrive in a collaborative environment, and want to be part of a team that’s transforming digital support across EMEA, this is the opportunity for you.

• Champion an enhanced client experience by proactively identifying and resolving operational issues, handling escalations, and driving service improvements across supported locations.
• Monitor and maintain key performance indicators (KPIs) to continuously improve service quality, operational efficiency, and colleague productivity.
• Manage vendor relationships, including billing, accruals, resource allocation, and project change requests, while overseeing new demand intake and prioritization of Digital initiatives.
• Ensure full compliance with the Pfizer Digital Process Framework, applying its principles to guide decisions and uphold enterprise standards.
• Deliver timely and transparent communications to stakeholders, including status updates, technology changes, and business‑impacting events.
• Provide local insights and support to global projects, ensuring smooth execution and minimal service disruption during implementation and close‑out.

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• Minimum 2 years’ experience in service delivery management or a related IT operations role.
• Proficient in Service Now, Microsoft 365, and CMDB tools for asset and incident management.
• Strong written and verbal communication skills, with the ability to clearly convey technical issues to non‑technical audiences and align expectations with stakeholders.
• Skilled in translating business requirements into actionable operational plans and service outcomes.
• Diplomatic and customer‑focused, with a proven ability to manage stakeholders effectively and influence key partners.
• Self‑motivated and professional, with the ability to thrive in a geographically dispersed, virtual team environment.

• Must be able to work onsite at least 3 days per week.
• Candidates must be capable of travel if required.
• Pfizer Digital is a 7x24x365 endeavour. This role may occasionally require physical or virtual participation on a weekend, holiday, or after normal business hours to address business escalations.

At Pfizer we are a patient‑centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. Digital Transformation Strategy:
One bold way we are achieving our purpose is through our company‑wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience. Flexibility – We aim to create a trusting, flexible workplace culture which encourages employees to achieve work‑life harmony, attracts talent and enables everyone to be their best working self.

Let’s start the conversation! Equal Employment Opportunity – We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

Disability Inclusion – Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here!

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