Sr. Manager, Application Support & Ops Services

Pfizer; Collegeville (PA); Hybrid; USD 124,000 - 207,000; Full time

Benefits offered by this job

401(k) with Pfizer matching

Pfizer health benefits

Paid time off

Job summary

Pfizer is seeking a Senior Manager – Application Support & Ops Services to lead the AiMS Service Delivery function. You will manage production support for global manufacturing systems, coordinate incident management, and ensure smooth transition from project hypercare to steady-state operations.

This role requires strong technical acumen, cross-team collaboration, and a focus on continuous improvement. Ideal candidates will have a bachelor’s degree in computer science or related fields, deep

Qualifications

• Bachelor’s degree in computer science or related mathematical/engineering field.
• Familiarity with GxP environments and manufacturing systems.
• Experience with incident, problem, change and configuration management.
• Experience coordinating root cause analysis and trend analysis.
• Prior production support management per SLAs.

Responsibilities

• Manage production support for global Core environments and ensure issue resolution.
• Review service performance and define SLAs where needed; report progress.
• Provide SME support and oversee transition from project to long-term support.
• Drive continuous process improvement, automation, and AI adoption in support operations.

Skills

GxP environments

Manufacturing systems

Global application delivery

Root cause analysis

Incident management

SLA management

Education

Bachelor's degree in computer science or related engineering fields

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**In this role, you will:* 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.