The Subject Matter Expert is a key role within the Global Operations Services Centers (GOSC) organization, accountable for the end‑to‑end delivery and performance of in-scope activities across assigned markets (Delivery SME). Act as the Subject Matter Expert and primary point of contact for GOSC, ensuring high‑quality, reliable data services that support commercial and marketing operational activities such as reporting, sales force enablement, e‑permissions, and incentive calculation. The Delivery SME will drive the implementation and sustainment of service delivery model enabling scalable, compliant, and efficient global service delivery.

Responsibilities:

• Drive, implement, and fulfil process excellence initiatives for in‑scope services, including standardization, optimization, and automation.
• Cooperate with key stakeholders on integral standardization, optimization, and automation initiatives across Global Operations.
• Ensure desktop procedures and process documentation for data and transactional processes are accurate, complete, and kept up to date.




• Act as SPOC for global project, lead the transformation on behalf of GOSC LT.
• Lead and support service transitions, including onboarding of new services and geographical expansions.
• Ensure effective knowledge transfer and service readiness during transitions and change initiatives.

Delivery SME - Service Delivery

• Ensure timely and successful delivery of both insourced and outsourced activities, following SLAs, guidelines, and timelines.
• Engage with selected countries for all in‑scope services in collaboration with GOSC Delivery lead.
• Propose and deliver solutions to operational, data, or service‑related issues; support complex market requests and escalations as needed.
• Act as point of contact for vendor delivery related to services in scope.
• Monitor team & vendor performance, ensure KPIs are met, and track worklogs in the workflow management tool.
• Manage capacity and demand, in collaboration w

📌 Subject Matter Expert, Global Operations Service Center (Ciudad de México)
🏢 Pfizer
📍 Ciudad de México