Global Delivery Team Lead

The Global Delivery Team Lead is accountable for the day-to-day performance, quality, and capacity management of the Global Delivery team – a standardized, script- and SOP-based service delivery function based in the APAC Center (India).

The role ensures Delivery work is executed accurately, at scale, and within agreed SLAs, using predefined rules, reference libraries, and Q&A matrices rather than market-specific judgment.

Core Responsibilities

• Lead day-to-day delivery for the Global Delivery team (~8 Operations Specialists, India-based), ensuring all Delivery services are executed accurately, on time, and in line with agreed SLAs/OLAs.
• Act as the primary interface with Pfizer Service/Process Owners to understand task requirements and translate them into SOPs, reference libraries, and Q&A matrices – keeping work resolvable within Delivery scope without market-specific judgment.
• Own consolidated capacity planning and demand management for the team; monitor volume trends, forecast staffing needs, and flag capacity or concentration risk early.
• Drive continuous process improvement, standardization, and automation of Delivery workflows; identify candidates for migration to Tier-AI (full automation) as volume and process stability allow.
• Maintain SOP/audit documentation, process compliance, and asset management across the team's services.
• Develop and maintain SLA/OLA adherence reporting and quality metrics for the team.
• Provide day-to-day leadership, coaching, and performance management for the Operations Specialist team; build cross-training plans to reduce key-person and knowledge-concentration risk.
• Serve as the escalation point for inputs or issues that fall outside Delivery scope (e.g., requiring market judgment, stakeholder negotiation, or non-standard interpretation); triage and route to the appropriate Tier-1/Tier-2 owner.
• Support onboarding and structured knowledge transfer for new colleagues joining the team.
• Partner with the APAC Center Lead on workforce planning and integration with the broader APAC Center operating model.

Qualifications & Experience

• 8-12 years of relevant experience in Service delivery, Shared services, or Global business services operations.
• Experience managing or leading teams of approximately 8 colleagues, ideally in a virtual/remote delivery environment.
• Strong capacity planning, SLA/OLA management, and reporting skills.
• Track record of driving process standardization, optimization, and automation initiatives.
• Strong SOP development, audit, and process-compliance discipline.
• Comfortable operating against instruction documents, reference libraries, and Q&A matrices rather than ambiguous, judgment-heavy inputs.
• Good data literacy – able to translate volume/SLA dashboards into staffing and process decisions.
• Experience managing outsourced or third-party delivery relationships is a plus.
• Good to have: pharmaceutical/commercial operations industry knowledge; familiarity with multichannel marketing systems (MCM/iXM) where relevant to current scope.
• Education: Bachelor's degree required.