Director, Managed Services

Company Description IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers We deliver the data the applications and the business process infrastructure for patient access and therapy commercialization More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting patient services and distribution channels ICyte is the first and only platform that unites the financial operational and commercial data sets required to support therapy access in the era of specialty and precision medicine With ICyte Life Sciences innovators can digitalize their market access operations freeing up resources to focus on more data-driven decision support With ICyte Life Sciences innovators are digitalizing labor-intensive processes - freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity We are headquartered in Philadelphia PA USA with offices in Ambler PA USA Pune India and Medellin Colombia For more information visit or follow us on Twitter and At IntegriChain we are transforming the way Life Sciences manufacturers commercialize therapies Our Managed Services division plays a critical role in delivering operational excellence across business process outsourcing engagements We are seeking a seasoned Director to lead and evolve our service delivery model focused on performance scalability and customer value As Director Managed Services you will lead high-performing operational teams delivering critical services in the Life Sciences U S Healthcare or Insurance domains You ll drive excellence across service delivery process efficiency and customer satisfaction while ensuring contractual SLAs and KPIs are consistently met or exceeded This is a strategic leadership role with accountability for both operational results and continuous improvement initiatives ideal for a collaborative leader who thrives in fast-paced quality-driven environments Key Responsibilities Lead and inspire a high-performing team to consistently meet or exceed business goals across commercial success quality standards and service delivery excellence Oversee end-to-end service delivery operations ensuring all contractual service level agreements SLAs and key performance indicators KPIs are met or exceeded for in-scope functions Establish and monitor performance dashboards using key metrics to drive continuous improvement in productivity accuracy and service quality Champion operational excellence by leveraging industry-leading methodologies such as Lean Six Sigma and Kanban to streamline workflows automate processes and implement scalable improvements Develop and grow team capabilities through structured coaching real-time feedback and performance development plans aligned to business priorities Collaborate cross-functionally with U S -based stakeholders driving alignment on service expectations co-creating improvement initiatives and resolving operational challenges with a problem-solving mindset Own and resolve escalations with urgency and professionalism ensuring issues are addressed promptly and root causes are identified to prevent recurrence Maintain a customer-first mindset actively seeking to understand pain points from the end-user perspective and deliver thoughtful effective solutions Prepare and present executive-level reporting summarizing key insights risks and progress against goals for senior leadership Qualifications What you ll bring to the table 10 years of experience managing business process operations in the Life Sciences U S Healthcare or Insurance industries Proven experience in service delivery leadership including process improvement quality management and performance reporting Strong familiarity with claims validation management Medicaid Managed Care Claims and Government Pricing Gross to Net and or State Price Reporting operations preferred Demonstrated ability to lead coach and scale high-performing teams in a metrics-driven environment Excellent written verbal and presentation communication skills for internal and client-facing engagement Deep understanding of the Life Sciences commercial ecosystem including payer provider dynamics Ability to navigate and influence in matrixed cross-functional environments Prior experience managing global delivery teams or working in offshore nearshore delivery models LI-DV1 Additional Information What does IntegriChain have to offer Mission driven Work with the purpose of helping to improve patients lives Excellent and affordable medical benefits non-medical perks including Student Loan Reimbursement Flexible Paid Time Off and Paid Parental Leave 401 k Plan with a Company Match to prepare for your future Robust Learning Development opportunities including over 700 development courses free to all employees IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment selection and employment without regard to race color religion national origin ethnicity age sex marital status physical or mental disability gender identity sexual orientation veteran or military status or any other category protected under the law IntegriChain is an equal opportunity employer committed to creating a community of inclusion and an environment free from discrimination harassment and retaliation