Managed Event Services, Service Delivery Manager

Why Patients Need You

Colleague Services is a global, service-oriented team, uniquely positioned to understand how digital services are consumed, enabling Colleagues to use innovative and transformative technology solutions to effectively deliver business outcomes. The Colleague Services team is responsible for our Service Desks, On-Demand support, Event support and on-site services to ensure all colleagues have the tools and support they need to operate.

What You Will Achieve

The Managed Events Services, Service Delivery Manager is the primary customer interface responsible for the delivery of managed event services, including but not limited to audio conferencing, video conferencing, webcasting and the MS Teams suite of meeting tools and services. In addition, this role is responsible for the development and delivery of technical production solutions to meet customer/business event requirements, coordination of conferencing and event services for global internal broadcasts and other major (videoconference, audio conference, web-conferencing and webcast) events. This customer service-focused Manager will work in partnership with internal and external users, client partners, regional liaisons, a global team and external service providers to plan and produce high-quality events and managed meetings such as: town halls; global broadcasts; onsite, offsite and hybrid meetings - while ensuring the delivery of high-quality services and production value.

How You Will Achieve It

• - Produce on-site, off-site and hybrid events using production software, video conferencing hardware, audio/video mixers and more to deliver high-value and seamless managed events.

• Work with vendors, as appropriate, to deliver and produce managed events

• Coordinate with and aid local site technical support resources to ensure meetings and events are covered with respect to a “meet and greet” service and general troubleshooting of conference room technology, problems and incidents

• Ensure continuity of service delivery globally for managed events and 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 vendors to plan preventive maintenance for the global video conferencing network

• Partner with engineering teams to assess new services and business value of new technologies and equipment, as assigned

• Partner with engineering teams in support of software changes on existing web-conferencing, webcasting and video conferencing platforms, as assigned

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

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

• Manage vendor(s) and consult on existing and future Webcasting architecture and solutions

• Serve as a partner with many organizations, including Global Workplace Experience globally to ensure conference room services delivered are aligned with global standards, client, and local requirements

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

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

• Provide appropriate communications as needed to business partners and business sponsors regarding relevant application issues, outages, and enhancements.

Qualifications

Must-Have

• Applicant must have a Bachelor's degree with a minimum of five years of relevant experience; OR Master’s degree with three years of relevant experience; OR Associate's degree with five years of relevant experience; OR 10+ years of relevant experience with a high school diploma or equivalent

• Proficient experience in managing a high volume of complex multi-site audio, video, and web-based meetings and events, in a large, global environment

• Proficiency in using production software suites (vMix, OBS) to perform Video Mixing, Switching and Content Share to provide live HD video production of meetings and events

• Understanding of video production principles such as framing, lighting, audio, talent direction and event pacing.

• Strong client presence and the ability to work effectively in live high-pressure situations (i.e. live events)

• Experience in supporting various video conferencing hardware devices, such as Cisco codecs, Jabra Panacasts and MTRs Proficiency with other types of A/V tabletop console devices, such as Crestron, Mercury, AirMedia

• Extensive proven experience in large Information Technology organizations

• 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

• Excellent planning and organization skills, solid business acumen

• Strong verbal and written communication skills

• Experience with the following technologies, vMix, Wirecast, OBS, Microsoft O365, Adobe Suite, Microsoft Teams Meetings/Live Events/Town Hall/Webinars, Webex, Webcasting, RTMP, NDI, Video Editing.

ORGANIZATIONAL RELATIONSHIPS

Work with global teams across Pfizer including Digital and specifically with Service Delivery Managers and project leads. Will have daily interactions with vendors involved in delivery of IT support services to Pfizer users.

Supervision

Oversight / management of third-party service provider and staff required to execute certain operational activities.

PHYSICAL/MENTAL REQUIREMENTS

Occasional requirement to move computer equipment, Video Conferencing equipment and printers 

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Must be able to work onsite 2.5 days per week 
- Expectations around travel will vary but candidates must be capable of travel within the region, to other regions, and to Pfizer World Headquarters. 
- Pfizer Digital is a 7x24x365 endeavor. This role may require physical or virtual participation on a weekend, holiday, or after normal business hours

OTHER JOB DETAILS

• Last Date to Apply for Job: July 25, 2024,

• Eligible for Relocation Package – NO

• Work Location Assignment: Flexible colleagues are assigned a Pfizer site within a commutable distance where they work about 2-3 days weekly to connect and innovate with their team face-to-face. However, they also benefit from being able to work offsite regularly when it makes business sense to do so.

The annual base salary for this position ranges from $93,500.00 to $155,900.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 12.5% 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 coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

Relocation assistance may be available based on business needs and/or eligibility.

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