Dir, Service Operations

Job Overview
Provide leadership for Lifecycle Safety, Service Operations (SO), developing cross-functional integrated delivery plans for safety operations throughout all stages of the Lifecycle Safety opportunity chain. Provide leadership for a combination of designated Lifecycle safety operations service lines and direction for specified accounts. Participate actively in local and global initiatives, as needed. Provide line management for assigned staff who are deployed in Service Operations.
Primary point of contact for assigned customers or account

Essential Functions
- Accountable to monitor and track project financials/ budget to ensure agreed margins are maintained
- Independently engage assigned customers on escalation, scope expansion and look for additional business opportunities
- Lead a high quality and efficient Service Operations team. Develop and review the team reporting structure for IQVIA while adhering to governing standard operating procedures (SOPs), work instructions and applicable regulatory guidelines and regulations.
- Accountable to meet all project specific SLA and KPI’s
- Direct and support operational decisions in collaboration with senior management. Ensures financial project performance through oversight of key performance metrics. (revenue, direct costs, time-sheet costs, utilization and realization).
- Act as mentor and coach to less experienced managers, as appropriate.
- Lead and support ongoing overarching operational, strategic and tactical initiatives as assigned/ agreed, ensuring timely and complete delivery.
- Direct project resource assignments including staff hiring, and training in collaborations with senior management.
- Direct and/or participate in cross-functional teams and other process improvement initiatives.
- Lead and anticipate actively in local and global initiatives, as needed.
- Support in designing functional strategy
- Demonstrate and cascade the organizational vision and mission, core values
- Ability to independently participate in Request for proposal (RFP) and bid defense
- Ability to represent IQVIA in various industry forums and conference as required

Qualifications
- Bachelor's Degree Scientific or healthcare discipline or allied life sciences
- Bachelor’s degree in health science or related area, and 15 years experience in Contract Research Organization or Pharmaceutical company or life science services company, including 10 years of experience in managing a workforce of up to 400+ employees, operating with senior/executive management teams or equivalent combination of education, training and experience.
- Ability to clearly articulate to large group and build consensus.
- Ability to address large audience during townhalls and other external forums.
- Excellent interpersonal skills, effective communication.
- Engagement with global delivery hubs.
- In-depth knowledge of Safety service lines.
- willingness to increase knowledge across Safety service lines and develop new skills.
- Proven Staff management skills, strong leadership, motivational and influencing skills.
- Ability to work on multiple projects and manage competing priorities.
- Effective mentoring and developed coaching skills.
- Excellent presentation, report writing skills and customer focus skills.
- Ability to achieve results through communication and facilitation in a matrix service delivery environment with shared accountabilities.
- Sound judgment, decision-making and problem solving skills.
- Ability to establish and maintain effective working relationships with coworkers, managers and clients.
- Ability to support in drafting SOP, Operation, Technical Project documents.
- Ability to understand and analyze performance Metrix and numbers to support operations.
- End to End Project management exposure.
- Excellent team leadership and customer services skills.
- strategic customer focus.
- Strategic understanding of business processes across opportunity chain and all phases of product lifecycle.
- Strong analytical, judgment and decision-making skills.
- Strong innovation/solution skills.
- Strong communication (written and verbal) and presentation skills.
- Strong problem-solving, influencing, negotiation, conflict management and collaboration skills.
- Highly effective time management and delegation skills, ability to manage multiple competing priorities, meet multiple demanding timelines and work creatively in fast-paced environment.
- Strong ability to deliver results to the appropriate productivity, budgetary and quality metrics.
- Demonstrated flexibility, initiative, proactivity, ownership and accountability.
- Strong ability to establish and maintain effective working relationships with coworkers, managers and customers. - Extensive use of keyboard requiring repetitive motion of fingers.
- Extensive use of telephone and face-to-face communication requiring accurate perception of speech.
- Regular sitting for extended periods of time.
- May require occasional travel.
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