Manager, Enterprise Collaboration and M365 - Collegeville, United States - Pfizer

Pfizer

Verified Company

Collegeville, United States

1 day ago

Posted by:

Mark Lane

beBee recruiter

Description

ROLE SUMMARY

The Enterprise Collaboration and M365 Infrastructure Comms Manager role is responsible for global delivery of messaging services, information security requests, and cloud based service monitoring and management related to communications for both the team and Pfizer.

This role is responsible for but not limited to Exchange, Exchange-Online, Teams, Metrics, Automailer, and OnMessage.

The primary responsibility is to provide service-based ownership and vendor management along with quality of service, and anticipation of events, through the effective design and deployment of service enhancements, proactive monitoring, and facilitating continuous service improvement.

The role also includes developing effective end-user communications and partnership with BT communications.

ROLE RESPONSIBILITIES- Maintain relationship with hosted provider for OnMessage/Automailer technologies.- Coordinate and facilitate quarterly business review with 3rd party vendors.- Manage service providers supporting 24x7 operations.- Facilitate technical response and follow-up to service outages.- Develop timely status updates and end-user communications.- Represent the Messaging team during BTI "Red Teams" or Global Incident Response Management events- Develops and executes continuous improvement plans based upon analysis of operations data and trends.- Develops constructive relationships across the Business Technology teams.- Monitor utilization of the environment and regularly publish key performance indicator metrics.

- Ensure RFCs include appropriate test plans and back-out procedures

BASIC QUALIFICATIONS- Applicant must have a Bachelor's degree with five years of relevant experience; OR Master's degree with three years of relevant experience; OR Associate's degree with eight years of relevant experience; OR Ph.

with 0+ years of experience; OR 10 years of relevant experience with a high school diploma or equivalent- Incident and Problem Management - Demonstrated ability to detect issues that impacts service delivery, coordinate appropriate response actions to restore service, and conduct root cause analysis to prevent recurrence.- Change Management - Demonstrated ability to maintain service availability while upgrading an enterprise messaging infrastructure.

The most import aspects include end-user communication and system testing.- Service Design - In-depth understanding of messaging technologies and demonstrated ability to define service requirements and design appropriate services and/or service enhancements.- Technical Aptitude - Demonstrated ability to rapidly grasp complex technical concepts, anticipate support challenges, and work across BTI support teams to ensure acceptable end-user experience.- Vendor Management - Able to work with 3rd party vendors to define support requirements, monitor performance, and facilitate continuous service improvement.- Demonstrated experience in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.

PREFERRED QUALIFICATIONS- 5+ years' experience managing Messaging services related to Exchange, vendor certifications.- Strong understanding of IT operations and service support processes, ITILv3 certification.

- 3+ years' experience in pharmaceutical or other regulated industry Technical Skills

ORGANIZATIONAL RELATIONSHIPS- Pfizer End Users - "The Customer"- Client Computing Service Leadership and Staff- BTI Operations & Service Leadership (directly and through applicable councils)- Human Resources Leadership & Staff- Global Information Security Leadership & Staff- Legal eDiscovery Leadership & Staff

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS- Standard work schedule requiring occasional "out of hours" work- Will require meetings with others with global responsibility roles

Other Job Details:

Additional Location Information: Groton, CT; New York City, NY; Bothell, WA
Work Location Assignment:

Flexible. Must be able to work from assigned Pfizer office 2-3 days per week, or as needed by the business

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