West Coast AI-Driven Service Delivery Lead

Pfizer; Rheba (CA); Hybrid; USD 79,000 - 132,000; Full time

Benefits offered by this job

401(k) matching

Retirement plan

Paid time off

Health benefits

Job summary

Pfizer is seeking a Senior Associate for West Coast Service Delivery to lead AI-first, remote-first support across the West Coast site portfolio. You will coordinate Pfizer colleagues, contracted partners, and AI-enabled capabilities to improve services, reduce human intervention, and enhance the colleague experience.

You will oversee vendor governance, automate workflows, and align with global delivery standards while supporting change management and stakeholder engagement across sites.

Qualifications

• Bachelor's degree preferred.
• 3+ years of service delivery, operations, service desk, or related experience.
• 4+ years of managing large-scale supplier agreements involving contingent labor.
• Experience identifying, implementing or supporting automation, self-service or AI-enabled capabilities that measurably reduced human service interactions.

Responsibilities

• Lead end-to-end service delivery for the West Coast portfolio, driving AI-first support and automation to manage routine demand.
• Monitor AI agents and automation performance, tuning workflows as needed.
• Define requirements for recurring site demand and drive adoption across the portfolio.
• Manage escalations and ensure permanent resolution while improving customer experience.
• Shift site support toward remote-first delivery and self-service while preserving hands-on support where needed.

Skills

AI fluency

Automation‑first thinking

Data literacy

Exception judgment

End‑to‑end IT support

ITSM / ServiceNow

Digital experience tooling

Finance fundamentals

Communication & collaboration

Change management

Education

Bachelor's degree preferred

Tools

ServiceNow

Nexthink

Job description

Pfizer is seeking a Senior Associate for West Coast Service Delivery to lead AI-first, remote-first support across the West Coast site portfolio. You will coordinate Pfizer colleagues, contracted partners, and AI-enabled capabilities to improve services, reduce human intervention, and enhance the colleague experience.

You will oversee vendor governance, automate workflows, and align with global delivery standards while supporting change management and stakeholder engagement across sites.