Delivery Manager

Job Description About m360 Research (m360 Research is a wholly owned subsidiary of M3): m360 Research is a full-service market research agency specializing in the healthcare space. Our proprietary panels include over 1 million physicians across 75 specialties in addition to substantial communities of allied HCPs, and payers. Founded in 2004, with a strong provenance in technology and innovation, m360 is committed to high quality and actionable insights, underpinned by robust physician verification and ISO certification (9001, 20252, 27001). International fieldwork services are complemented by full service advanced analytics to power data-driven decision making. About M3: A Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India. Job Description The Delivery Manager (DM) will manage the delivery and success of complex, global healthcare primary market research (PMR) programs for key customers. This role owns end-to-end project managementfrom planning and setup to oversight, optimization, and reporting. The DM acts as the strategic partner for high-value clients, ensuring operational excellence, adherence to SLAs, stakeholder alignment, and continuous improvement across all engagements. The individual will also lead a team of Project Managers providing guidance, removing roadblocks, and ensuring smooth execution within a dynamic and complex operational environment. Essential duties and broad responsibilities Including, but not limited to the following: - Lead the planning, design, and execution of Global healthcare PMR programs across multiple therapeutic areas and regions - Define, track, and report performance metrics aligned with program SLAs (e.g., timelines, updates, sample delivery, quality and compliance) - Conduct periodic project reviews with internal teams and clients, highlighting progress, risks, dependencies, and opportunities. Investigating and managing project escalations - The Delivery Manager will be responsible for ensuring the project is completed on time and to the satisfaction of the client - Monitor operational workflows to identify inefficiencies and improvement areas - Collaborate with internal cross-functional teams (Ops, Panel, QA, etc.) to implement enhancements and standardize best practices across projects - Provide recommendations on screener/survey questionnaire, project design, sampling plan, operational workflows and timelines - Strengthen long-term client relationships through consultative engagement and consistent value addition - Working closely with the Director of operations to adapt, develop and initiate processes, enforce process adherence & procedures, and support or contribute towards system enhancements - Responsible for approving leaves, review handover allocation, project documentation, and quarterly & yearly reviews of their direct reports Qualifications - Graduate in any stream (MBA will be an advantage) - 7+ years experience in managing global PMR projects with at least 3 years in a client facing role - 5+ years experience in global data collection and PMR project management - Hands on experience in managing both quantitative and qualitative projects leveraging internal & external panels - Ability to manage complex global data collection projects - Strong understanding of healthcare PMR methodologies, sampling, panel operations, and data collection workflows - Strong understanding of screeners and questionnaires, including the ability to provide critical recommendations to clients for optimization, feasibility & IR improvement, and better data quality - Ability to handle escalations and strategize solutions keeping in mind the project timelines - Exceptional client-facing communication and presentation skills - Strong problem-solving ability with a proactive and structured approach - Ability to collaborate across cross-functional teams in a fast-paced environment - Leadership qualities with experience guiding teams through complex project requirements - High attention to detail, prioritization, and multi-tasking capability - Should have the ability to identify and deliver positive change and bring in performance efficiencies and know when to escalate any appropriate problems or malpractice to management - Should have the ability to comprehend survey logics and assist team members during project briefing - Proficient in using MS excel, word & power point - Must possess excellent interpersonal skills Additional Information Must be available to work in afternoon shift (IST/GMT hours) This role can be worked remotely with a preference for working Thursdays in office