Sr. Manager, AI-enabled Digital Products Support Lead

About the role

Pfizer's Marketing Support & Operations (MSO) team, part of the Marketing Platforms & Engineering organisation in the Chief Marketing Office, provides global support and operations for its digital products. This role leads the support and operations of applications with AI features, including complex web applications, websites and mobile apps, acting as Service Manager and technical authority. The work is hybrid and based in Thessaloniki, Greece.

Key responsibilities

• Lead the Support & Operations service for AI-enabled digital products as Service Manager, directing a team of contractor resources under a Managed Service model and governing quality against contractual SLAs and KPIs
• Own incident, problem and maintenance management, including timely triage, root cause analysis and proactive risk identification, plus mobile lifecycle activities such as app store releases, OS/SDK updates and store policy compliance
• Act as technical authority for AI applications (LLMs, agents, RAG pipelines, guardrails) and mobile platforms, giving engineering guidance and stepping in hands-on for complex or critical cases
• Monitor the evolution of Pfizer tech stacks and platforms, represent MSO in new product development and orchestrate knowledge transfer for new releases using modern AI tools
• Partner with Business, Product, Delivery and Platform Owners on roadmaps, priorities and collaboration frameworks, and report plans, progress and outcomes
• Drive efficiency and quality through automation and AI, identify use cases, lead proofs of concept and build internal tools

Required profile

• 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 GenAI stacks (LLMs, vector stores, agents, orchestration, guardrails)
• Experience managing vendor resources and stakeholder engagement, with clear communication through reports and presentations
• Strong troubleshooting, root cause analysis and organisational skills; excellent written and spoken English

Required skills

• SDLC, Agile (Scrum, Kanban), source control, CI/CD, code reviews, testing and release management
• IT Service Management processes (Incident, Problem, Change, Release, Service Level Management), ideally ITIL-based
• Preferred: mobile native or hybrid development, iOS and Android SDKs, App Store Connect and Google Play Console, Python, JavaScript/TypeScript, APIs and microservices, AWS, observability tools, IT security and responsible AI, certifications such as ITIL 4 or AWS

What we offer

• Annual base salary ranging from EUR 41,250 for the Thessaloniki location
• Benefits that vary by location, which may include health care coverage, retirement savings plans, insurance, an Employee Assistance Program and wellness benefits