Global Delivery Team Lead
Notify me about similar jobsAbout this opportunity
Role Summary
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. The Team Lead is also responsible for driving continuous process standardization and automation, and for building a resilient, cross-trained team supporting Delivery services globally.
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.
Organizational Relationships
Key internal interactions: APAC Center Lead; GOSC Team Leads/Delivery Leads in the LATAM and EU Centers; Pfizer Service/Process Owners; PX (India).
Key external interactions: None – Delivery is designed for zero external stakeholder interaction.
Resources Managed
Direct Reports
~8 Operations Specialists (India-based; Mumbai / Bangalore)
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
Medical
Job details
How this role compares
Computed from every other active Medical Affairs role in our database, not just this employer's listings.
We currently track 1682 comparable Medical Affairs roles across 177 biopharma companies.
Salary context
380 of 1682 peers report a salary range (USD, annualized)
Peers share this role's job function. This posting doesn't list a seniority level, so peers aren't narrowed by seniority either -- the range below may span more levels than usual.
Where these roles are based
Top locations among the 1682 comparable roles
+ 56 more countries
Seniority mix
1029 of 1682 peers have a known seniority level
Therapeutic area mix
597 of 1682 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
Similar opportunities
The closest matches from our peer group, ranked by how similar they are, not how well you'd qualify for them -- treat this as market context, not a guaranteed shortlist; a weak match is labeled as one below.
Notify me about similar jobs
Get an email when we spot other openings like this one – same job function, comparable seniority, roles you'd actually want to see.
Or follow a whole field: get every new Medical Affairs job in India, and choose locations and companies.
How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.