Sr. Manager, Application Support & Ops Services

Pfizer; Ringaskiddy; Hybrid; EUR 111,000 - 185,000; Full time

Job summary

Pfizer is seeking a Sr Manager – Application Support & Ops Services within the AiMS Service Delivery team. You will lead production support for manufacturing systems worldwide, manage incident lifecycle, and drive process improvement and automation to modernize support operations.

The role focuses on balancing business needs with solution teams, delivering best practices, and leading a diverse, global AiMS team. Hybrid work arrangement supported.

Qualifications

• Bachelor's degree in computer science or related field.
• At least 6 years of relevant experience.
• Familiarity with GxP environments.
• Knowledge of manufacturing related systems.
• Knowledge of global application delivery and support.
• Strong diplomacy and communication skills.
• Experience with incident, problem, change and configuration management.
• Root cause and trend analysis experience.
• Experience managing production support per SLAs.

Responsibilities

• Participate in creation and management of processes for global Core environments.
• Review service performance and define SLA needs; report progress.
• Provide domain knowledge, architecture and SME support.
• Identify continuous improvement opportunities and drive action.
• Manage incident, problem and change management activities.
• Coordinate transition of support from project teams to ongoing support.

Skills

Incident management

Problem management

Change management

GxP familiarity

Manufacturing systems

Diplomacy skills

Technical SME

Education

Bachelor's degree in computer science or related field

Job description

Use Your Power for Purpose

Technology impacts everything we do. Pfizer’s digital and ‘data first’ strategy focuses on implementing impactful and innovative technology solutions across all functions from research to manufacturing. Whether you are digitizing drug discovery and development, identifying solutions, or making our work easier and faster, you will be making a difference to countless lives.

ROLE SUMMARY

The Sr Manager – Application Support & Ops Services, AiMS Service Delivery (Application Managed Service Delivery), provides functional and technical expertise to support Pfizer’s Manufacturing systems around the world. The incumbent is accountable for the management of the production support service, with a primary goal of driving the technical resolution of critical issues with business-critical applications within the PGS Digital portfolio.

The Sr Manager – Application Support & Ops Services, AiMS Service Delivery, serves as liaison between the support team, the business and Digital stakeholders for issue resolution. He/She is the single point of contact for application performance and is responsible for managing and reporting on One BT processes (incident management, problem management, etc.) for the assigned functional areas. The lead ensures that appropriate support transition activities are executed to transition from Deployment/Project hypercare to long term support as managed by the Managed Service Provider. He/She is also accountable for various initiatives that cross functional boundaries.

The candidate will be accountable for balancing the unique needs of the business & Solution teams. The candidate will drive the adoption of best practices while building a world class IT support capability across all global locations. Candidate will drive an innovative culture within the team to drive Continuous process improvement, Automation and adoption of AI to modernize support operations.

The ideal candidate will bring deep technical knowledge and subject matter expertise in running a support transition function with focus on applications like; Manufacturing Execution systems, Labeling systems, local plant applications and related edge systems that support the Business. This person will be handling a diverse AiMS team located globally.

What You Will Achieve

• Participate in creation and management of processes and procedures needed for support of the global Core environments. Facilitate resolution of issues by engaging Solutions and Support owners.
• Review service performance and participate in definition of SLA’s where needed. Manage and report team progress related to the work efforts of responsible area.
• Provide domain knowledge, broad architecture and deep technical SME support.
• Identify continuous improvement opportunities and appropriately engage the support and maintenance team to define approach and deliver.
• Manage/oversight to ensure resolution of all Incident Management (IM) help tickets as entered by the business.
• Manage/oversight to ensure completion of SR’s related to the Routine Maintenance of the system
• Coordinate the transition of support activities from Project Teams to Support while ensuring adherence to Support transition framework. Ensure that the required activities for the transfer of the support activities are planned and understood by the project teams.
• Provide project leadership and expertise for Support services as required.

Here Is What You Need (Minimum Requirements)

• Applicant must have a bachelor's degree in computer science and/or related mathematical or engineering field with at least 6 years of
• undefined
• undefined
• undefined
• Familiarity with GxP environments
• Knowledge of Manufacturing related systems
• Knowledge of global application delivery and support required.
• Strong diplomacy skills; Able to navigate a difficult political environment
• Strong technical knowledge
• Strong process and procedure skills, most particularly regarding incident, problem, change and configuration management.
• Experience with performing and coordinating root cause analysis and trend analysis.
• Prior experience managing production support per Service Level Agreements.

Bonus Points If You Have (Preferred Requirements)

• Excellent verbal and written communications skills and the ability to effectively communicate with the appropriate project stakeholders, Senior Digital, and Business leadership.
• Experience working and succeeding in a highly matrixed environment
• Ability to collaborate with vendor partners / project teams.
• Ability to work independently with minimal supervision and manage multiple priorities
• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

Non-standard Work Schedule, Travel Or Environment Requirements

• Ability to travel up to 5% of time as required.
• Possible night and weekend work during Major issue remediation/ project/program deployments.

Other Job Details

Last Date to Apply for Job: 8/22/26

Work Location Assignment: Hybrid

The annual base salary for this position ranges from $124,400.00 to $207,400.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 17.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.

Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.

U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.

Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email [e-mail]. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.

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.

Information & Business Tech