# Global Delivery Team Lead

**Company**: Pfizer
**Location**: Mumbai
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/India---Mumbai/Global-Delivery-Team-Lead_4965690?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/global-delivery-team-lead-871f3c52-8e8/

## Description

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.

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## Skills

### Required
- capacity planning
- SLA/OLA management
- process standardization
- automation
- SOP development
- audit
- process-compliance
- data literacy

### Nice to have
- pharmaceutical/commercial operations industry knowledge
- multichannel marketing systems (MCM/iXM)

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Source: [Apply at pfizer.wd1.myworkdayjobs.com](https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/India---Mumbai/Global-Delivery-Team-Lead_4965690?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)