Services Delivery Director (US East Coast - Remote)
Reports to: Senior Vice President, Global Client Services
Department: Services Delivery
Responsibilities
Operational & Team Management
Manage Team Leads responsible for project delivery teams; serve as a secondary escalation point of contact
Maintain a clear view of the utilization, assignments, and responsibilities of all team members to ensure a balanced workload; enforce compliance of time tracking best practices for relevant team members
Ensure the delivery of assigned projects and studies on-time while meeting the quality and delivery capacity goals of the League department they manage
Manage League department P&L
Provide support related to Issue Management as required
Perform other related duties as required
People Leadership & Engagement
Manage both the professional development and day-to-day supervision of Services Delivery Managers and other Services employees in the department
Work with Services Managers and leadership to identify growth planning for key individuals and roles
Build and maintain a strong sense of engagement and belonging within and across teams
Cultivate an environment where team members take ownership and responsibility for their tasks; Encourage innovation, creative thinking, and efficiency within the team while managing quality and risk
Encourage a problem-solving mindset and emphasize collaboration both within the team and with external partners
Strategic Management
Collaborate with Services Leadership to inform strategy for organizational growth and scaling based on the evolution of Suvoda’s products and processes
Collaborate with Solutions teams to identify opportunities for efficiencies and improvements in relevant subject matter area
Partner with Solutions teams and departmental leadership team to roll out new initiatives and process innovations
Provide feedback on and assist with rollout of key departmental initiatives
Collaborate with peers and Leadership team to surface trends or recurring issues related to the delivery of projects
Represents the Services department in internal and external meetings
Client Management
Own account management responsibilities for assigned clients
Act as an escalation point for clients whose studies are managed on their team
Advise teams on handling complex or difficult client situations
Triage critical issues affecting delivery and quality by thinking strategically and acting autonomously, within guidelines, to reach a resolution
Develop effective lines of communication to identify critical business issues; prioritizes adoption and implementation of solutions based on client and production success
Requirements:
At least 7 years of project management experience in a software industry, eClinical software experience preferred
At least 5 years of experience managing Professional Services teams, including managing performance management and operations against metrics, global team management experience preferred
Bachelor’s degree or equivalent experience required
Highly analytical and curious, including determining root cause and identifying solutions
Demonstrates strategic thinking
Strong written and verbal communication skills, with the ability to interact with clients directly
Strong interpersonal skills, including professionalism and diplomacy
Sound time management and organizational skills
Seniority level
Director
Employment type
Full-time
Job function
Information Technology
Industries
Pharmaceutical Manufacturing
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