# Senior Associate, West Coast Service Delivery

**Company**: Pfizer
**Location**: San Diego, California
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $79,400.00 to $132,400.00
**Category**: IT
**Industry**: Healthcare

**Apply**: https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/United-States---California---San-Diego/Senior-Associate--West-Coast-Service-Delivery_4965287-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_610ee0be-de9

## Description

The Digital Workplace, Support Transformation and Vendor Management team at Pfizer delivers a high-quality, consistent, and repeatable end-user support experience to colleagues through an AI-first, remote-first, multi-channel service model.

The Senior Associate, West Coast Service Delivery is accountable for service outcomes across the West Coast site portfolio. The role coordinates Pfizer colleagues, contracted service partners, and AI-enabled capabilities, partnering with Service Delivery Managers to improve services and colleague experience, expand automated and AI-led resolution, and reduce work requiring human intervention.

**Responsibilities:**

- Leads end-to-end service delivery for the West Coast site portfolio, driving AI-first support by identifying opportunities for automation and AI to manage routine demand and improve the digital experience.

- Orchestrates three workforces: Pfizer colleagues, contracted Site Services resources, and AI agents.

- Monitors AI agents and automation performance using ITSM and digital experience management tooling.

- Identifies automation and AI use cases for recurring site demand, defines requirements, validates outcomes through pilots, and drives adoption across the portfolio.

- Manages colleagues and client escalations to permanent resolution.

- Leads the shift of site support toward remote-first delivery.

**Requirements:**

- Bachelor's degree with at least 2 years of experience; OR a master's degree with more than 0+ years of experience; OR an associate's degree with 6 years of experience; OR a high school diploma (or equivalent) and 8 years of relevant experience.

- 3+ years of service delivery, operations, service desk, infrastructure site delivery, or related experience.

- 4+ years of experience in managing large-scale supplier agreements.

- Experience identifying, implementing, or supporting automation, self-service, or AI-enabled capabilities.

**Preferred Qualifications:**

- Hands-on experience with agentic AI, virtual agent, or workflow automation platforms.

- Experience with ServiceNow and digital employee experience platforms such as Nexthink.

- Experience redesigning site support toward a remote-first model.

- Familiarity with responsible AI, data privacy, and security requirements in a regulated pharmaceutical environment.

**Benefits:**

- Comprehensive and generous benefits and programs to help colleagues lead healthy lives.

- 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.

- Health benefits, including medical, prescription drug, dental, and vision coverage.

## Skills

### Required
- AI fluency
- automation-first thinking
- data literacy
- exception judgment
- ITSM platforms
- digital employee experience tooling
- Windows
- macOS
- iOS/iPadOS
- Microsoft 365

### Nice to have
- agentic AI
- virtual agent
- workflow automation platforms
- ServiceNow
- Nexthink
- responsible AI

---

Source: [Apply at pfizer.wd1.myworkdayjobs.com](https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/United-States---California---San-Diego/Senior-Associate--West-Coast-Service-Delivery_4965287-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)