Senior Manager – AI-enabled Digital Products Support Lead

We are seeking a highly motivated individual to join the Marketing Support & Operations (MSO) team as Sr. Manager, AI-enabled Digital Products Support Lead. MSO is part of the Marketing Platforms & Engineering (MPE) organization in the Chief Marketing Office (CMO). It provides global Support and Operations for a wide range of Pfizer Digital Products, ensuring their flawless functioning and quick recovery. The team fosters a continuous improvement culture, optimizing and automating its processes and taking shift-left initiatives to achieve Digital Support excellence and top customer satisfaction.

This role focuses on the Support and Operations of Applications with AI features, including complex web applications, websites and mobile apps. As Service Manager, you will guide and manage vendor resources within a Managed Service model. At the same time, you will serve as the technical authority who makes engineering recommendations and steps in hands-on for complex or critical issues. You will drive innovation by preparing the Support teams for the latest tech stacks and platform capabilities, and by using cutting-edge technology, especially AI, to amplify support efficiency and effectiveness. You will partner with stakeholders (Business, Product, Delivery and Platform Owners) to ensure that new products are designed for supportability as well as to establish the collaboration framework and align on priorities.

The ideal candidate is a hands-on engineer and technical leader with a genuine passion for AI and innovation, and demonstrated experience both using AI and building or supporting AI-enabled applications. They have a strong track record of delivering real outcomes across multiple projects in complex enterprise environments, know how to spot and grow talent, and switch easily between lean, agile and flexible ways of working. Above all, they bring curiosity, accountability and a practical mindset to problem solving.

• Service Management: Lead the Support & Operations service for Digital Products with AI features, including web and mobile applications, as Service Manager. Direct a team of contractor resources under a Managed Service model, governing service quality against contractual SLAs (Service Level Agreements) and KPIs (Key Performance Indicators), and driving lessons learnt from ticket reviews.
• Operational Resilience: Own Incident, Problem and Maintenance management for the supported products. This means ensuring timely triage, root cause analysis and end-to-end resolution, and proactively identifying risks to prevent incidents. It also covers mobile-specific lifecycle activities such as App Store and Google Play releases, OS/SDK (Operating System / Software Development Kit) updates, and store policy compliance.
• Technical Leadership: Act as the technical authority for AI-enabled applications (e.g., LLMs, agents, RAG pipelines, guardrails) and mobile platforms. Provide engineering guidance and recommendations to vendor resources, and intervene hands-on in complex or critical cases.
• Support Readiness & Supportability: Monitor the evolution of Pfizer tech stacks and platforms to build the right capabilities within the support team. Represent MSO (Marketing Support & Operations) in new product development to ensure architecture and implementation follow industry, Pfizer and platform best practices. Orchestrate knowledge transfer for new releases using modern AI tools.
• Stakeholder Engagement: Partner with Business, Product, Delivery and Platform Owners to align on roadmap, priorities and collaboration frameworks. Communicate plans, progress and outcomes through clear reporting, and act on stakeholder feedback.
• Innovation & Continuous Improvement: Drive efficiency and quality through automation and AI. Identify use cases, lead POCs (Proofs of Concept) and build internal tools for the MSO scope, fostering a shift-left, continuous-improvement culture.

BASIC QUALIFICATIONS

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering or a related field.
• 7+ years of experience in software engineering, application support/operations or DevOps in a corporate setting, including at least 2 years leading teams or managing external vendors.
• Experience in AI Engineering across architecture, solution engineering, development or operations, including working experience with GenAI stacks (LLMs, vector stores, agents, orchestration, guardrails).
• Strong knowledge of software engineering fundamentals: SDLC (Software Development Life Cycle), Agile (Scrum, Kanban), source control, CI/CD (Continuous Integration/Continuous Delivery), code reviews, testing and release management.
• Solid knowledge of IT Service Management processes (Incident, Problem, Change, Release and Service Level Management), ideally (not necessarily) based on ITIL (IT Infrastructure Library).
• Experience managing vendor resources, including governing performance against contractual SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Experience in stakeholder management, building partnerships and establishing trust, with the ability to communicate clearly through status reports, presentations and value cases.
• Strong troubleshooting and root cause analysis skills and a solutions mindset.
• Excellent organizational and time management skills, with the ability to manage multiple projects in parallel.
• Curiosity and willingness to learn emerging technologies, and the ability to quickly develop new technical and functional competencies.
• Excellent written and spoken English.

PREFERRED QUALIFICATIONS

• Experience with Mobile Native or Hybrid development and with the iOS and Android SDKs.
• Hands-on experience with App Store Connect and Google Play Console release processes, including store review guidelines and policy compliance.
• Experience in Python and JavaScript/TypeScript; experience with APIs and microservices.
• Experience with AWS infrastructure and services.
• Familiarity with observability and monitoring tools for web, mobile or AI applications.
• Knowledge of IT Security, Risk Assessment and Management principles, and Responsible AI and AI governance.
• Experience in a regulated industry (e.g., pharma, healthcare) and awareness of data privacy requirements (e.g., GDPR, HIPAA).
• Certifications such as ITIL 4, AWS or AI/ML-related credentials.

 
Work Location Assignment: Hybrid
The annual base salary for this position ranges from €41.250,00. This salary range applies to the location Greece-Thessaloniki Chortiatis. We also offer a range of benefits and programs to meet colleagues’ needs. Benefits vary by location and can include health care coverage, retirement savings plans, insurance benefits, an Employee Assistance Program, wellness benefits and more. Additional details about total compensation and benefits will be provided during the hiring process. Pfizer compensation structures and benefit packages are aligned based on the location of hire. Final compensation will be determined based on the successful candidate’s relevant skills, experience, and qualifications, in accordance with pay equity principles and applicable employment laws.Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email [email protected]. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.

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.

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