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Service Delivery Manager (Collaboration Services & Events)


New York, NY
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Job Details


This position reports to Service Delivery Manager/Team Lead, Business Services and Corporate Functions Business Technology.

This Service Delivery Manager is primary customer interface responsible for the delivery of all services related to enterprise conferencing and collaborative technologies, including but not limited to audio conferencing, video conferencing and WebEx tools and services. In addition, this Manager is responsible for the development and delivery of technical solutions to meet customer/business conferencing technology requirements, coordination of conferencing and event services for global town hall meetings and major (videoconference, audio conference, and webcast) events. This customer service-focused Manager will work in partnership with customers, client representatives, global liaisons and external service providers to plan and produce meetings and events where supported technology will be utilized, such as town halls, onsite and offsite meetings, and ensure the delivery of high quality service. This position will be based in NY HQ.


+ Work with various groups as appropriate, both internal and external, to define/upgrade/modify video conference rooms, develop requirements, obtain proposals, oversee installations and certify video conferencing and related equipment

+ Manage vendor and consult on existing and future Webcasting architecture and solutions

+ Provide technical design and support for equipping Pfizer conference room and event space with respect to audio visual, broadcast and video conferencing equipment

+ Work with Global Operations & Site Support teams globally to ensure services delivered are aligned with global standards, client and local requirements

+ Oversee the Incident Management process, ensuring that meeting-impacting incidents are addressed and resolved in a timely fashion, both internally and by vendor

+ Assist with root cause and trending analyses for any conference-related incidents and issues

+ Partner with customers and meeting coordinators to plan, organize and deliver events

+ Request/coordinate webcasting, transcription and archiving services for events, as required

+ Work with vendors, as appropriate, to deliver high quality meetings

+ Coordinate with and provide assistance to local site technical support resources to ensure meetings and events are covered with respect to meet and greet service and general troubleshooting of problems and incidents

+ Ensure continuity of service delivery globally for video conferencing

+ Build and maintain relationships with internal and external resources needed to ensure successful delivery of conferencing and collaboration services globally

+ Ensure projects are completed on schedule, within budget and meet customer requirements

+ Engage with appropriate groups and resources, as appropriate, to deliver projects, engaging with the business, and facilitating service delivery

+ Work with team members and vendor to plan preventive maintenance for global video conferencing network

+ Partner with engineering team in BTI to assess new services and business value of technologies and equipment, as assigned

+ Partner with engineering team in support of software changes on existing video conferencing network, as assigned

+ Create surveys for Customer events, as requested

+ Actively promote global use of conferencing and collaborative services to customers

+ Provide Level 3 WebEx support, assessing, troubleshooting and closing tickets

+ Assess business impact of serious/complex outages/problems and take appropriate actions via collaboration with Engineers and project managers

+ Support all operations related to Content Distribution Network, including conversion and posting of video files, webcasting and streaming

+ Bring new video conferencing systems online, manage database updates to support, test/certify with vendor


+ Minimum 3-5 years video conference technology experience in a multi-platform, distributed, global organization

+ Minimum of 3-5 years experience managing a high volume of complex multi-site audio, video and web-based events, preferably in a large, global environment

+ Minimum of 3-5 years experience planning and delivery of multi-site video, audio and streamed events/webcasting

+ Minimum of 2 years managing activities of third-party vendors

+ In-depth knowledge of the conferencing technology industry

+ 3-5 years experience managing customer and supplier relationships

+ Preferred Bachelor's Degree (Management, Computer Science, or Engineering)

+ Demonstrated knowledge of webcasting and streaming media technologies and infrastructure

+ Preferred: familiarity with technology and use of technical tools in day-to-day work


+ This individual must have excellent planning and organization skills, solid business acumen and the knowledge and temperament to work effectively in a diverse, ambiguous and changing environment.

+ Ability to work in a high-stress environment

+ Excellent written and oral communication skills

+ Ability to interface with customers at all organizational levels and build effective relationships with senior management.

+ Strong ability to participate on cross-functional teams to deliver projects on time and within budget

+ Detail-oriented with focus on following standards and maintaining consistency across projects for high quality delivery

+ Strong customer relationship skills

+ Preferred: a high level of energy, commitment and enthusiasm

+ Able to effectively manage colleagues and external contractors on projects and programs


Occasional travel

Occasional additional hours in the evening or weekends as necessitated by workload or project timelines

**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.

**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.

**Other Job Details:**

+ **Last Date to Apply for Job: 3/31/2018**

+ Additional Location Information: NYC

+ Eligible for Employee Referral Bonus

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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