Managed Event Services, Service Delivery Manager
Pfizer Inc.
Washington – Bothell, NY
Job posting number: #7262617 (Ref:pf-4914374)
Posted: July 13, 2024
Job Description
Why Patients Need You
Colleague Services is a global, service-oriented team, uniquely positioned to understand how digital services are consumed, enabling Colleagues to use innovative and transformative technology solutions to effectively deliver business outcomes. The Colleague Services team is responsible for our Service Desks, On-Demand support, Event support and on-site services to ensure all colleagues have the tools and support they need to operate.
What You Will Achieve
The Managed Events Services, Service Delivery Manager is the primary customer interface responsible for the delivery of managed event services, including but not limited to audio conferencing, video conferencing, webcasting and the MS Teams suite of meeting tools and services. In addition, this role is responsible for the development and delivery of technical production solutions to meet customer/business event requirements, coordination of conferencing and event services for global internal broadcasts and other major (videoconference, audio conference, web-conferencing and webcast) events. This customer service-focused Manager will work in partnership with internal and external users, client partners, regional liaisons, a global team and external service providers to plan and produce high-quality events and managed meetings such as: town halls; global broadcasts; onsite, offsite and hybrid meetings - while ensuring the delivery of high-quality services and production value.
How You Will Achieve It
- Produce on-site, off-site and hybrid events using production software, video conferencing hardware, audio/video mixers and more to deliver high-value and seamless managed events.
Work with vendors, as appropriate, to deliver and produce managed events
Coordinate with and aid local site technical support resources to ensure meetings and events are covered with respect to a “meet and greet” service and general troubleshooting of conference room technology, problems and incidents
Ensure continuity of service delivery globally for managed events and video conferencing
Build and maintain relationships with internal and external resources needed to ensure successful delivery of conferencing and collaboration services globally
Ensure projects are completed on schedule, within budget and meet customer requirements
Engage with appropriate groups and resources, as appropriate, to deliver projects, engaging with the business, and facilitating service delivery
Work with team members and vendors to plan preventive maintenance for the global video conferencing network
Partner with engineering teams to assess new services and business value of new technologies and equipment, as assigned
Partner with engineering teams in support of software changes on existing web-conferencing, webcasting and video conferencing platforms, as assigned
Actively promote global use of conferencing and collaborative services to customers
Work with various groups as appropriate, both internal and external, to define/upgrade/modify standard and video conference rooms, develop requirements, obtain proposals, oversee installations, and certify video conferencing and related equipment
Manage vendor(s) and consult on existing and future Webcasting architecture and solutions
Serve as a partner with many organizations, including Global Workplace Experience globally to ensure conference room services delivered are aligned with global standards, client, and local requirements
Oversee the Incident Management process, ensuring that conference room and meeting-impacting incidents are addressed and resolved in a timely fashion, both internally and by the vendor
Assist with root cause and trending analyses for any conference-related incidents and issues
Provide appropriate communications as needed to business partners and business sponsors regarding relevant application issues, outages, and enhancements.
Qualifications
Must-Have
Applicant must have a Bachelor's degree with a minimum of five years of relevant experience; OR Master’s degree with three years of relevant experience; OR Associate's degree with five years of relevant experience; OR 10+ years of relevant experience with a high school diploma or equivalent
Proficient experience in managing a high volume of complex multi-site audio, video, and web-based meetings and events, in a large, global environment
Proficiency in using production software suites (vMix, OBS) to perform Video Mixing, Switching and Content Share to provide live HD video production of meetings and events
Understanding of video production principles such as framing, lighting, audio, talent direction and event pacing.
Strong client presence and the ability to work effectively in live high-pressure situations (i.e. live events)
Experience in supporting various video conferencing hardware devices, such as Cisco codecs, Jabra Panacasts and MTRs Proficiency with other types of A/V tabletop console devices, such as Crestron, Mercury, AirMedia
Extensive proven experience in large Information Technology organizations
Ability to interface with customers at all organizational levels and build effective relationships with senior management
Strong ability to participate on cross functional teams to deliver projects on time and within budget
Excellent planning and organization skills, solid business acumen
Strong verbal and written communication skills
Experience with the following technologies, vMix, Wirecast, OBS, Microsoft O365, Adobe Suite, Microsoft Teams Meetings/Live Events/Town Hall/Webinars, Webex, Webcasting, RTMP, NDI, Video Editing.
ORGANIZATIONAL RELATIONSHIPS
Work with global teams across Pfizer including Digital and specifically with Service Delivery Managers and project leads. Will have daily interactions with vendors involved in delivery of IT support services to Pfizer users.
Supervision
Oversight / management of third-party service provider and staff required to execute certain operational activities.
PHYSICAL/MENTAL REQUIREMENTS
Occasional requirement to move computer equipment, Video Conferencing equipment and printers
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Must be able to work onsite 2.5 days per week
- Expectations around travel will vary but candidates must be capable of travel within the region, to other regions, and to Pfizer World Headquarters.
- Pfizer Digital is a 7x24x365 endeavor. This role may require physical or virtual participation on a weekend, holiday, or after normal business hours
OTHER JOB DETAILS
Last Date to Apply for Job: July 25, 2024,
Eligible for Relocation Package – NO
Work Location Assignment: Flexible colleagues are assigned a Pfizer site within a commutable distance where they work about 2-3 days weekly to connect and innovate with their team face-to-face. However, they also benefit from being able to work offsite regularly when it makes business sense to do so.
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.
