Global Delivery Team Lead
Pfizer (company site, opens in a new tab)8–12 yrsMumbaiOn-siteDirect career pageEst. 18–28 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Manage day-to-day performance, quality, and capacity of an ~8-member India-based Global Delivery team following standardized scripts and SOPs with SLA adherence.
- Develop and maintain SOPs, process documentation, capacity plans, and SLA/quality metrics; drive process standardization and automation towards full AI migration.
- Provide leadership, coaching, and cross-training to build a resilient team; serve as escalation point for issues outside delivery scope and coordinate onboarding.
Minimum Requirements
- 8-12 years experience in service delivery, shared services, or global business services operations.
- Experience managing teams of about 8 members in virtual or remote delivery settings.
- Bachelor's degree required.
- Strong skills in capacity planning, SLA/OLA management, SOP development, and process compliance.
Ideal Candidate Profile
- Experienced leader capable of managing standardized, high-volume, rule-based delivery functions in a shared services or global operations environment.
- Data literate with ability to use dashboards for staffing and process decisions, and strong process optimization mindset.
- Comfortable operating within structured SOP frameworks and driving automation and process improvements.