Global Delivery Team Lead

Role Summary 

The 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. 

Core Responsibilities 

• Lead 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. 

• 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 Tier-0 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 Tier-0 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 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. 

• 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 – Tier-0 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.

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Medical