- Pay
- €41k
- Where
- Thessaloníki, Greece · Chortiátis, Greece
- Level
- Senior
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…