Job
Description
We are looking for an SAP Service Delivery Manager that oversees and manages the support for SAP Sales order management (SD) and SAP Service Cloud Module (SSC)within an organization. This role typically involves leading a team, managing projects, and ensuring smooth operation of these systems and their related processes. SAP Service Delivery Manager role includes following responsibilities: Lead weekly or bi-monthly team meetings and guide team members in delivering towards KPIs. Ensuring project milestones are met, deliverables are completed on time, and risk management is effective. Act as a single point of contact of procurement operations area; Provides input for Optimization calls. Needs to be involved in identifying and implementing process improvements within the SD and SSC modules. Maintain key metrics for quality, efficiency and productivity for application support. Implement improvement projects to drive quality, productivity and efficiency. Drive Application rationalization to reduce local applications to the absolute minimum. Identify opportunities to decommission applications or move to regional / global solutions. Continuous Improvement: own detailed trend analysis and reports regarding application performance, identify areas for improvement, agree and implement improvement plans with Pfizer Digital Client Partners, in coordination with the Digital Commercial Enablement and Market Facing Products and Solutions teams. Partner with Service Providers to drive increased value from services. Ensure alignment across the Pfizer Digital organization and service providers – effectively utilizing the Pfizer Digital organization. Adhere to the Pfizer Digital Process Framework, collaborate and work with various teams within Pfizer Digital to ensure compliance with Pfizer Digital standards. Maintain a technical understanding of global & regional applications within the portfolio. Follow appropriate Governance & Compliance processes for technology engineering, project management and application support. Provides status updates and communicates relevant Digital-related information to key stakeholders. Serves as main point of contact on all Digital-related matters for area of responsibility. Furthermore, the manager will oversee onshore and offshore contractors. Role Responsibilities Responsible for vendor relationship management for all 3rd parties involved in the application support and maintenance across the markets and applications under his/her responsibility. Design, develop, test, and deploy data services using SAP data management tool and Syniti ADM toolset. Manage operational support projects and change initiatives through the project life cycle, ensuring delivery to required time, cost & quality. Participate in audit meetings to ensure all teams involved are following appropriate SOX and GMP audit procedures and policies to maintain good compliance posture. Provide technical support and troubleshooting for data issues and incidents. Support SAP Deployments, Acquisitions and Divestitures, Continuous Improvements projects. Basic Qualifications BS/MS Degree in Information Management, Computer Science, or Engineering 5+ years of SAP SD and SSC application administration and support experience Strong knowledge of SAP Sales Order Management (SD) and SAP Service Cloud (SSC) components, functions, and features. Experience in supporting projects that involve external vendors and multiple business areas. Proficient in Microsoft Project Office Suite (Word, Power Point, Excel) Project management knowledge & skills Ability to function effectively in a matrix model as well as team environment. Excellent communication, collaboration, and problem-solving skills. Preferred Qualifications Extensive knowledge of SAP SD and SSC modules along with GTS experience. Experience supporting SOX, GMP audit applications with good understanding of audit processes and procedures. Experience in working with SAP S/4 HANA, GTS, SD, Logistics and SSC version 2 is a plus. Good understanding of data governance and data security principles and practices. Good understanding of SDLC processes and methodologies Certification in SAP SD or SAP S/4 HANA is a plus. Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates. Information & Business Tech
