POSITION SUMMARY
The RPA Service Delivery Manager (SDM) in this position will provide functional and technical expertise to support Pfizer’s Robotic Processing Automations supporting GFS/Finance. The incumbent will be accountable for the management of the production support service, with a particular goal of driving the technical resolution of critical issues related to RPA infrastructure or target application team involved in the automations. The SDM is responsible and accountable for the overall quality of support for RPA and its related applications as well as ensuring successful month-ends and year-end financial closing processes.
The Finance RPA SDM will lead support efforts for RPA and its related target applications in the Finance BT portfolio also including target systems outside the Finance BT. S/he will serve as liaison between the support team, the business and BT stakeholders for issue resolution for any automation issues. The SDM will be the single point of contact for RPA performance and will be responsible for managing and reporting on One BT processes (incident management, problem management, etc.) for the assigned functional areas. The lead will ensure that appropriate support transition activities are executed to transition from Deployment/Project hypercare to long term support as managed by the Managed Service Provider. This role will be involved working across the project while working on continuing to help build the RPA Service.
POSITION RESPONSIBILITIES
- Solid understanding of SAP, E1, EPM, Ariba and its related applications and functional areas within Finance and all activities carried out by the associated managed services team
- Manage and report on One BT processes (incident management, problem management, etc.), with a specific focus on problem management and root cause analysis
- Participate in the creation and management of processes and procedures needed to support the global environment
- Review service performance and work with the team to implement service improvement plans as required to ensure a high level of quality support
- Identify continuous improvement (CI) opportunities and appropriately engage the teams to implement CI initiatives
- Serve as liaison between the support team, the business and other BT teams for issue resolution
- Ensure alignment with configuration management processes for all applications in scope
- Ensure that appropriate support transition activities are executed to transition from deployment/project hypercare to long term support as managed by the Managed Service Provider (MSP)
- Ensure resolution of all incident management (IM) tickets as reported by the business
- Ensure timely completion of Service Requests (SR) for the routine maintenance of systems in scope
- Manage and provide oversight of system monitoring activities, change control processes and periodic reviews
- Manage SOX Periodic Reviews ensuring that the system remains in a validated state
- Participate in the Corporate Audits for RPA providing support from a BT perspective
- Manage the software/maintenance licenses for RPA around the world
- Manage Disaster Recovery plans or DR Run book and execution activities
- Provide Service Delivery Reviews to key stakeholders on a periodic basis
- Possess ability to troubleshoot/diagnose an issue (at the database, operating system, client and application level), understand root cause and guide clients through corrective steps as needed
ORGANIZATIONAL RELATIONSHIPS
Work / partner with:
- Service Center team to improve KPIs in Incident management, CSAT, SLAs, OLA metrics
- Client Architecture, Engineering and regional delivery teams to understand requirements from a broad range of internal client stakeholders and develop new services or service options within the Finance BT framework as required
- Various BT teams such as ERP, BTI, Global Command Center (GCC), etc., to resolve issues, identify opportunities for continuous improvement, etc.
- Interact with Blue Prism product vendor for timely resolution of bugs as well as on new functional and technical enhancements
- Regional client partners on delivering key strategic projects
RESOURCES MANAGED
Organization Accountability
- Contractors from the Managed Service Provider will be reporting into this position
Financial Accountability
- None
EDUCATION AND EXPERIENCE
Minimum of 6-10 years in a related area
Familiarity with SOX environments
Familiarity with GXP regulations
Education:
- Bachelor’s degree – Required
- Computer Science, or similar sciences, Degree – Preferred
TECHNICAL SKILLS REQUIREMENTS
Indicate the technical skills required and/or preferred, as applicable.
- An understanding of Information Technology Service Management (ITSM) processes and procedures is required, as is familiarity with help desk, service desk, etc.
- Strong process and procedure skills, most particularly regarding incident, problem, change and configuration management.
- Experience with performing and coordinating technical root cause analysis and trend analysis.
- Experience supporting the implementation of IT solutions.
- Prior experience managing production support per Service Level Agreements.
- Demonstrated ability to perform technical project management.
- Experience and a measurable track record in service management in an outsourced environment.
- Excellent verbal and written communications skills and the ability to effectively communicate with the appropriate project stakeholders and senior business leadership.
- Ability to collaborate with vendor partners / project teams.
- Ability to interact effectively with people at all levels of the organization that possesses varying levels of technical expertise.
- Ability to work independently with minimal supervision and manage multiple priorities.
- Demonstrated ability to articulate technical concepts to non-technical personnel.
- An equitable balance between basic managerial skills, service management focus and business acumen.
- Must be familiar with ITIL methodologies and have exposure to Six Sigma or Lean Six Sigma.
- Must have the ability to work across multiple concurrent operations and projects and be flexible to adapt to changing priorities.
- Ability to lead diverse teams toward identifying various potential causes of a major issue with application performance/down time
- Understanding of multiple operating systems, databases, including Windows, SQL Server, AWS,
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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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