Senior Manager, IT Service Management (ITSM) Product Lead
- United States - Florida - Tampa
- United States - Connecticut - Groton
- Greece-Thessaloniki Chortiatis
- United States - New York - New York City
- Ireland - Dublin - Ringsend
Why Patients Need You
All over the world, Pfizer colleagues work together to positively impact health for everyone, everywhere. Our colleagues have the opportunity to grow and develop careers that drive both individual and company success, while being part of an ownership culture that values diversity, engagement, and inclusivity. Our people are energized, empowered and able to impact the health and lives of millions.
Digital is at the core of how Pfizer delivers Breakthroughs That Change Patient’s Lives. Advanced technologies that accelerate research, development, manufacturing, and patient access to therapies are all made possible by the infrastructure that enables our Digital landscape.
POSITION SUMMARY
You will own the IT Service Management product features, roadmap, and customer experience, building and operating modern services across on-premises and cloud environments. These platforms enable IT operations and site reliability engineering best practices, helping teams deliver scalable, reliable systems, gain insights, manage change, and control risk and cost.
You will partner with users, Pfizer Digital teams, and business stakeholders to translate product vision and user needs into integrated capabilities that improve productivity and user experience. You will lead cross-functional collaboration with ITIL Process Leads, Technical Leads, and Product Managers to align decisions, remove obstacles, measure value, and ensure secure, stable, usable, and sustainable product operations. You may also demonstrate product impact, promote adoption, and coach junior Product Analysts.
KEY RESPONSIBILITIES
Serve as the product owner for core IT Service Management processes: Incident, Problem, Change and Service Request.
Lead a team of ITSM Process Owners and Product Leads to design and shape the ITSM service offerings.
Collaborate with cross-functional teams across disciplines such as product owners, creation centers, engineering, operations IT process stewards and compliance & regulatory risk management.
Align ITSM capabilities with broader IT/business strategy and service management maturity goals
Ensure ITSM processes support audit, compliance, and regulatory requirements
Manage service management solutions product lifecycle from inception through to execution, launch, and landing. Apply knowledge of quality standards and processes to ensure compliance.
Work with stakeholders to align the overall strategy and development of new capabilities based on the long-term product vision, user needs, and organizational priorities.
Responsible for the creation and implementation of a continuous integration/continuous deployment strategy that places a focus on automation
Development, support issues, process issues, bug fixes and delivery of enhancements using an agile approach.
Partner with the Service Management Data and Analytics group to design and implement data transforms to build data solutions
Manage day-to-day operations of current solutions and ongoing work activity of team of colleagues and contingent workers.
Use data/analytics to identify process bottlenecks and automation opportunities
Oversee testing, UAT, and release management for platform changes
Ensure proper documentation, training materials, and change communications accompany releases
MINIMUM QUALIFICATIONS
Bachelor's degree in a technical field
Minimum 6 years of experience as a product owner in ServiceNow across multiple modules and capabilities, with a strong focus on ITSM/ITOM modules.
Experience applying ServiceNow best practices in an enterprise environment
Minimum 4 years of product management experience within an enterprise software environment
Experience managing and developing teams
6 years of ITSM and/or Service Management support in an enterprise environment
ITIL Foundations Certified, V4
Experience creating product roadmaps from conception to launch, driving the product vision, defining go-to-market strategy, leading design discussions.
Fluency in every aspect of software/systems architecture, design, and implementation
Experience in an agile work environment possessing qualities such as a collaborative mindset, adaptability to change, and a proactive problem-solving approach.
Excellent written and oral communication skills
PREFERRED QUALIFICATIONS
- Master’s degree in a technical field
- ITIL Foundations Certified, V5
- ITIL Master Certification
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
PHYSICAL/MENTAL REQUIREMENTS
- Applicants should be capable of working through a personal laptop computer or mobile device for extended periods.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
- Travel as required by the business (less than 5% domestic and/or international)
WORK LOCATION ASSIGNMENT: This is a hybrid role requiring you to live within commuting distance and work on-site an average of 2.5 days per week or as needed by the business. This role is not Remote.
Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.
U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.

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 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 disabilityrecruitment@pfizer.com. 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.

Information & Business Tech
Breakthroughs that change patients’ lives
Research confirms what intuition tells us: that purpose-driven companies perform better, are more innovative, attract and retain the best people, and know how to unleash the power of those people. Pfizer’s purpose—Breakthroughs that change patients' lives—fuels everything we do and reflects our passion for building on our legacy as one of the greatest contributors of good to the world.
Each word in our purpose has meaning and reflects the value we strive to bring to patients and society:
“Breakthroughs” - These are the innovations, scientific and commercial, that we seek to deliver every day. All colleagues, regardless of role, level or location, strive for breakthroughs every day.
“Change” - We want to do more than simply improve patients’ medical conditions; we want to dramatically change their lives for the better.
“Patients’ lives” - We consider not only patients, but everyone they touch—including their families, caregivers, and friends—and everything they love to do. It’s an intentionally holistic view.
Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.
Every decision we make and every action we take is done with the patient in mind—and to nurture an environment where breakthroughs can thrive.
Our Values
To fully realize Pfizer’s purpose, we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.
The “how” is represented by four simple, powerful values—courage, excellence, equity, and joy—that define our company and our culture.
Courage: Breakthroughs start by challenging convention, especially in the face of uncertainty or adversity. This happens when we think big, speak up, and are decisive.
Excellence: We can only change patients’ lives when we perform at our best together. This happens when we focus on what matters, agree who does what, and measure our outcomes.
Equity: We believe that every person deserves to be seen, heard, and cared for. This happens when we are inclusive, act with integrity, and reduce healthcare disparities.
Joy: We give ourselves to our work, but it also gives to us. We find joy when we take pride, recognize one another, and have fun.
Pfizer Digital
Pfizer Digital takes immense pride in being at the forefront of innovation, harnessing cutting-edge smart technology that profoundly impacts the lives of our patients.
With the transformative potential of digital solutions, we revolutionize how we discover, develop, and deliver medicines, enabling us to achieve breakthroughs faster and more efficiently.
By streamlining and automating transactional processes, we create valuable time and resources, empowering our talented team to focus on meaningful work that truly makes a difference in healthcare and beyond.
Benefits at Pfizer
Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues. Our Pay for Performance Philosophy and Practices reward colleagues based on the contributions they make to our business.
Our Competitive Benefits Programs help our colleagues by:
- Promoting Health and Wellness to help colleagues maintain and improve their physical and mental wellbeing. Pfizer offerings include health and disability insurance, preventative health programs, medical screenings, free or reduced-cost vaccinations, discounts on Pfizer products, mental health support, nutrition and fitness counseling and more.
- Strengthening Colleagues’ Financial Security by providing company contributions to retirement plans, life insurance and financial planning education to help colleagues achieve their financial goals.
- Providing Benefits and Time off for the Moments that Matter to ensure Pfizer colleagues have the time away from the office to recharge, recover and return to work as the best version of themselves. Vacation, Holiday time and Sick time are just the beginning, with a 12 week parental leave policy for both parents of a new born, 10 day of caregiver leave for those times when your family needs you whether it’s a child, spouse or parent, bereavement leave, and additional country-specific programs.
- And so much more, depending on your country and site, Pfizer offers childcare facilities or discount programs, on-site health and/or fitness centers, movement and mindfulness solutions, “Log in for your Day” work flexibility and so much more.
For U.S. based jobs, view an overview of Pfizer’s U.S. benefits program (opens in a new window)