Senior Manager, IT Service Management (ITSM) Product Lead

About this role

Why Patients Need You All over the world, Pfizer colleagues work together to positively impact health for everyone, everywhere. Our colleagues have the opportunity to grow and develop careers that drive both individual and company success, while being part of an ownership culture that values diversity, engagement, and inclusivity. Our people are energized, empowered and able to impact the health and lives of millions.   Digital is at the core of how Pfizer delivers Breakthroughs That Change Patient’s Lives. Advanced technologies that accelerate research, development, manufacturing, and patient access to therapies are all made possible by the infrastructure that enables our Digital landscape.

POSITION SUMMARY

You will own the IT Service Management product features, roadmap, and customer experience, building and operating modern services across on-premises and cloud environments. These platforms enable IT operations and site reliability engineering best practices, helping teams deliver scalable, reliable systems, gain insights, manage change, and control risk and cost.

You will partner with users, Pfizer Digital teams, and business stakeholders to translate product vision and user needs into integrated capabilities that improve productivity and user experience. You will lead cross-functional collaboration with ITIL Process Leads, Technical Leads, and Product Managers to align decisions, remove obstacles, measure value, and ensure secure, stable, usable, and sustainable product operations. You may also demonstrate product impact, promote adoption, and coach junior Product Analysts.   KEY RESPONSIBILITIES • Serve as the product owner for core IT Service Management processes: Incident, Problem, Change and Service Request.

• Lead a team of ITSM Process Owners and Product Leads to design and shape the ITSM service offerings.

• Collaborate with cross-functional teams across disciplines such as product owners, creation centers, engineering, operations IT process stewards and compliance & regulatory risk management.

• Align ITSM capabilities with broader IT/business strategy and service management maturity goals

• Ensure ITSM processes support audit, compliance, and regulatory requirements

• Manage service management solutions product lifecycle from inception through to execution, launch, and landing.  Apply knowledge of quality standards and processes to ensure compliance.

• Work with stakeholders to align the overall strategy and development of new capabilities based on the long-term product vision, user needs, and organizational priorities.

• Responsible for the creation and implementation of a continuous integration/continuous deployment strategy that places a focus on automation

• Development, support issues, process issues, bug fixes and delivery of enhancements using an agile approach.

• Partner with the Service Management Data and Analytics group to design and implement data transforms to build data solutions

• Manage day-to-day operations of current solutions and ongoing work activity of team of colleagues and contingent workers.

• Use data/analytics to identify process bottlenecks and automation opportunities

• Oversee testing, UAT, and release management for platform changes

• Ensure proper documentation, training materials, and change communications accompany releases

MINIMUM QUALIFICATIONS • Bachelor's degree in a technical field

• Minimum 6 years of experience as a product owner in ServiceNow across multiple modules and capabilities, with a strong focus on ITSM/ITOM modules.

• Experience applying ServiceNow best practices in an enterprise environment

• Minimum 4 years of product management experience within an enterprise software environment

• Experience managing and developing teams

• 6 years of ITSM and/or Service Management support in an enterprise environment

• ITIL Foundations Certified, V4

• Experience creating product roadmaps from conception to launch, driving the product vision, defining go-to-market strategy, leading design discussions.

• Fluency in every aspect of software/systems architecture, design, and implementation

• Experience in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.

• Excellent written and oral communication skills

PREFERRED QUALIFICATIONS • Master’s degree in a technical field • ITIL Foundations Certified, V5

• ITIL Master Certification

  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.   PHYSICAL/MENTAL REQUIREMENTS • Applicants should be capable of working through a personal laptop computer or mobile device for extended periods.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS • Travel as required by the business (less than 5% domestic and/or international)

​ WORK LOCATION ASSIGNMENT: This is a hybrid role requiring you to live within commuting distance and work on-site an average of 2.5 days per week or as needed by the business. This role is not Remote.  


The annual base salary for this position ranges from $139,100.00 to $231,900.00.* 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

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