Leads an India-based Global Tier-0 service delivery team of approximately eight specialists. Oversees daily performance, capacity planning, SLA and quality reporting, SOP compliance, process standardization, automation, cross-training, coaching, and escalation routing. Partners with Pfizer process owners and regional delivery leads to maintain scalable, standardized operations and identify opportunities for further automation.
Role Summary
The Global Delivery Team Lead is accountable for the day-to-day performance, quality, and capacity management of the Global Delivery team - a standardized, script- and SOP-based service delivery function based in the APAC Center (India). The role ensures Delivery 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 Delivery services globally.
Core Responsibilities
Qualifications & Experience
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 - Delivery 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.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
Medical
The Global Delivery Team Lead is accountable for the day-to-day performance, quality, and capacity management of the Global Delivery team - a standardized, script- and SOP-based service delivery function based in the APAC Center (India). The role ensures Delivery 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 Delivery services globally.
Core Responsibilities
- Lead day-to-day delivery for the Global Delivery team (~8 Operations Specialists, India-based), ensuring all Delivery 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 Delivery 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 Delivery 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 Delivery 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 - Delivery 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.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
Medical
Similar Jobs at Pfizer
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Supports Pfizer CentreOne’s inside sales and marketing activities by reviewing and routing marketing-qualified leads, executing outreach sequences, documenting activity in Salesforce, and assisting with campaigns, content, meetings, reporting, and marketing projects. The role develops commercial expertise across marketing, inside sales, and business development while progressing leads toward initial meetings and BD handoff.
Top Skills:
HubspotExcelMicrosoft OutlookMicrosoft PowerpointMicrosoft SharepointMicrosoft TeamsMicrosoft WordSalesforce
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Leads end-to-end pharmaceutical quality operations for Pfizer India, including product release, distribution, supplier and distributor oversight, GMP/GDP compliance, inspections, audits, investigations, CAPA, recalls, and quality risk management. Serves as the market Quality representative and Responsible Person for relevant licenses, partners with regulatory and business stakeholders, and leads the India SOQ team through coaching, performance management, and talent development.
Top Skills:
ChatgptCorrective And Preventive Actions (Capa)Good Distribution Practice (Gdp)Good Manufacturing Practice (Gmp)Microsoft Copilot
Artificial Intelligence • Healthtech • Machine Learning • Natural Language Processing • Biotech • Pharmaceutical
Manages global scientific publication plans for multiple pharmaceutical products and therapeutic areas. Supports publication committees, advises on policies and guidelines, coordinates journals and congress submissions, oversees budgets and vendors, and ensures transparency and compliance. Leads process improvements, metrics, training, publication-system usage, and cross-functional collaboration with medical, legal, finance, procurement, and external agencies. Requires pharmaceutical publications experience, strong organizational and communication skills, and the ability to manage multiple projects independently.
Top Skills:
Ai-Enabled ToolsPublication Management SoftwareSalesforce
What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
