Service Delivery Manager (m/f/d)

We’re in relentless pursuit of breakthroughs that change patients’ lives. We innovate every day to make the world a healthier place.

To fully realize Pfizer’s purpose – Breakthroughs that change patients’ lives – we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.

Pfizer Digital takes immense pride in being at the forefront of innovation, harnessing cutting-edge smart technology that profoundly impacts the lives of our patients.

Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues.

Every day, colleagues at Pfizer around the world work to improve and advance well-being, prevention, treatment, and chances of recovery from the serious diseases of our time. We’ve been working to make a difference for everyone who relies on us for more than 170 years.

As we develop medicines and vaccines and expand our business globally, we are always on the lookout for new talent. We are currently looking for you in Freiburg or Berlin as:

Responsibilities

Service Delivery Professional (m/f/d)

• Champion an enhanced client experience across supported locations by proactively identifying and resolving operational issues.
• Maintains key performance metrics (KPIs) related to service quality, efficiency, and customer experience to drive continuous improvement and client productivity.
• Ensure full compliance with the Pfizer Digital Process Framework by applying its principles to guide decision-making, maintain operational integrity, and maintain enterprise standards.
• Deliver regular status updates and communicate technology changes, experience enhancements, business-impacting events to stakeholders, ensuring transparency, strategic alignment, and timely dissemination of critical information.
• Handle client escalations by coordinating with the relevant teams to ensure timely and effective resolution.
• Provide local knowledge and guidance to global projects to ensure smooth execution and minimise service impact at close-out
• Proactively identify and implement continuous improvement opportunities to enhance service quality, operational efficiency and client experience.

Qualifications

• A bachelor’s degree in information technology, Business Administration, or a related field, or equivalent professional experience.
• 2+ years relevant experience as a service delivery manager, project manager, or business analyst
• Strong written and verbal communication skills to provide regular updates and align expectations with stakeholders.
• Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude.
• Excellent communication skills and the ability to indirectly influence key partners and stakeholders

Together, we stand for

Breakthroughs that change patients' lives – To fulfill our company purpose, our actions are guided by a values-driven corporate culture. Pfizer’s values are: Courage, Excellence, Equity & Joy .

Courage: A bold approach to achieving our goals is reflected in our company-wide strategy of digital transformation. Our flat hierarchies enable short decision-making paths.

Excellence: We focus on what truly matters, take responsibility, measure progress, and collaborate with trust. Together, we embrace an agile way of working that encourages our colleagues to balance their personal and professional lives while driving personal development.

Equity: We believe that diverse experiences are valuable, which is why every opinion is heard and appreciated. These experiences and perspectives enrich the entire company. We foster a diverse and inclusive work environment where colleagues engage in various Diversity, Equity & Inclusion (DE&I) groups such as Empowered Women, LGBT*IQ, DisAbility, and X-Gen.

Joy: When we find meaning in our work, we also receive a lot in return. We achieve this by taking pride in our contributions, appreciating one another, and sharing this joy and recognition. Our BRAVO Award program offers a meaningful way to do so. Our employees also benefit during working hours from a comprehensive occupational health management program called “Pfizer in Balance.”

We believe in participation and actively involve our employees in our social engagement. This helps create a shared understanding of values and enables everyone to embody and promote them in their daily work. Opportunities to get involved socially include our Engagement Days, online mentoring for refugees, and much more.

Of course, we offer fair compensation according to the IGBCE collective agreement, as well as attractive retirement benefits and many other perks.

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