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Director, Services Delivery (US East Coast - Remote)

Suvoda

Suvoda

Conshohocken, PA, USA
Posted on Tuesday, February 27, 2024

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