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Virtual Manager, End User Services


Remote, OR 97458
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Job Details

**Role Description**

Pfizer Business Technology has implemented a multi-channel Service and Support strategy aimed at providing clients with flexible and convenient access to technology services and support. Clients have the ability to receive support through any of the following channels:

+ Self-Service (BT On Demand Portal)

+ Service Desk

+ Kiosk

+ Desk-Side Services

+ Field Force Support

The EMEA Operations Deliver Lead will be accountable for (1) Managing Kiosk and Desk-Side Services 2) promoting the BT on Demand strategy at the Kiosk and through the Desk-Side team and driving volume towards self-service where possible (3) using metrics and data analytics with service owners to identify and implement opportunities for improvement (4) vendor management.

Sites in scope are as follows:

+ Rome

+ Madrid

+ Puurs

+ Berlin


+ Accountable for on-site BT On Demand Kiosks, ensuring appropriate staffing and skill levels are in place and consistent high service maintained.

+ Has a regular physical presence at the kiosks.

+ Review service levels, key metrics and customer satisfaction.

+ Provide feedback to vendor and leadership team regarding trends and identifying new options to improve service.

+ Communicate effectively with other Kiosk Managers Globally and Service Desk.

+ Able to handle situations calmly with client demands and high volume traffic at both Kiosks (satellite and primary location).

+ Able to redirect focus of staff quickly and calmly to address unexpected issues or volume.

+ Ability to adapt and implement changes as kiosk model matures

+ Identifies continuous improvement opportunities as appropriate, helping to implement these globally and cross BU.

+ Ensure clients receive a high level of customer service at every interaction

+ Drive volume to Self Service portal where applicable.

+ Responsible for scoping and controlling site vendors and project resources for supporting ad-hoc operational activities.

+ Able to provide clear direction, feedback and messaging to vendor

+ Ensures vendor is referencing and contributing to the knowledge management database

+ Key liaison with BTI Technical Operations and other BT functions with regard to BT Support Services, service requests and delivery, services transition, compliance, and audit.

+ Communicate to BT Business Partners and Business on BT service and operational model and capabilities, service issues and resolution and service/ operational changes.

+ Shows exceptional knowledge of business requirements, align service and operational expectations with business and maintain constant awareness of customer impacting technology changes.

+ Participate in regular in service operational review meetings. Evaluate and approves all site impacting changes.


+ Experience in IT Service Lifecycle Management with experience in IT Service Operations, Transition and Continuous Improvement.

+ Ability to work independently, exercising own judgement.

+ Knowledge and experience in: managing external service provider, ITIL Service Management Lifecycle framework & processes, and IT Financial Management.

+ Demonstrated experience in managing resources across varied IT service discipline and geographic sites.

+ Ability to focus on issues from a strategic and operational level to facilitate client focused operations and transitioning.

+ Customer service focused; ability to manage key stakeholders in positive, poised and effective manner.

+ Proven experience in effectively communicating technical issues/challenges to nontechnical people.

+ Strong stakeholders management skills (negotiation and influencing)

+ Excellent communication skills, both written and oral (English).

+ Must be self-motivated, must have an ability to work well in a geographically dispersed, virtual team environment, and must exhibit a positive and professional attitude.

+ Graduate degree in computer science or related technical field, or equivalent experience.

**Closing Statement**

This position holds a UK Salary Grade 10.

The closing deadline for applications is Thursday 15th March 2018

We will only accept applications from colleagues via the formal route within Workday. Please do not submit paper or e-mail applications.

In line with good development planning, colleagues should discuss their suitability and/or readiness for a vacancy with their line manager prior to application. Colleagues are required to inform their manager if they are invited to attend interview. Where a line manager is not able to support an application either for suitability, readiness or business reasons, and a colleague continues to make an application, it is possible that an offer may not be made or may be withdrawn.

Applications not received by the closing date will only be accepted in exceptional circumstances and will require the support of your senior management team.

All applicants must have the relevant authorisation to live and work in the country of resiendec.

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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