Director, Services Delivery (US East Coast - Remote)
Director, Services Delivery (US East Coast - Remote)
Suvoda
Conshohocken, PA
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Services Delivery Director (US East Coast - Remote)
Reports to: Senior Vice President, Global Client Services
Department: Services Delivery
Responsibilities
Operational & Team Management
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
- 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
- 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
- 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
- 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
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Seniority level
Director -
Employment type
Full-time -
Job function
Information Technology -
Industries
Pharmaceutical Manufacturing
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