Customer Delivery Mgr - (R1029174) in Research Triangle Park, NC at IQVIA™

Date Posted: 6/22/2018

Job Snapshot

Job Description

Join us on our exciting journey! IQVIA™ is The Human Data Science Company™, focused on using data and science to help healthcare clients find better solutions for their patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness advances in healthcare information, technology, analytics and human ingenuity to drive healthcare forward.


Provide strategic leadership at customer account level for a range of large projects, as assigned by senior management team. Act as Sponsor's primary point of contact throughout project duration for local and globally scoped deliverables (programs) with single/multiple Lifecycle Safety functions. Line management responsibilities for assigned Customer Delivery Leadership (CDL) staff aligned to work on account(s) owned by the Customer Team Management (CTM).
 Line management responsibilities for assigned Customer Delivery staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work; performance appraisal and professional development guidance; rewarding and addressing employee relations issues. Approve actions on human resources matters. Mentor and motivate staff to achieve and maintain acceptable levels of performance.
 Ensure consistent standardized processes are implemented globally and department deliverables meet expected quality, financial and productivity targets. Assist with meeting department utilization and realization targets.
 Ensure timely movement of project work through the process steps, in accordance with governing SOPs, ICH/FDA regulations and guidelines, working instructions and client expectations.
 Work with sales and proposals to ensure rapid, seamless, tailored responses to opportunities. Drive business growth by improving customer loyalty through enhanced customer relations, service delivery excellence and excellent customer communication.
 Collaborate in the definition of customer-centric, account management strategies and provide oversight of their implementation within assigned account(s) i.e. solicitation of repeat business; identification of new business opportunities developing to RFPs; assist in contribution of customer centric, strategic focus to proposal development process; assist in transforming customer relationships to partnership level; establish mutually agreed working practices with customer for standardization implementation across projects/programs; contribute to strategic planning, assist in creative solutions and ongoing process improvements to meet anticipated future customer needs; provide customer feedback; status reports.
 Works with Lifecycle Safety service operations constructively in a matrix framework to achieve project and customers deliverables. Actively contribute to Global initiatives and will work in close collaboration with Service Operations (SO) and Lifecycle Safety Infrastructure. Assist in the implementation and support of customer managed decisions as determined under guidance by senior management.
 Ensures financial project performance through oversight of key performance metrics (revenue, direct costs, time-sheet costs, utilization, realization).
 Develop specialist expertise in CDU aligned specialist areas, as well as applying them across LSM and SO.
 Actively contributes at IQVIA internal cross-functional project team meetings interfacing with other functional leads; customer project status meetings and oversight group meetings; Subject Matter Expert (SME) Meetings.
 Participate at bid defenses; client meetings; attend/present and at investigator meetings as needed.
 Maintain ongoing project communications with internal and external project stakeholders.
 Accountable for scope and budget review and finalization with sponsors ensuring program financial targets are met
 Responsible for oversight of Lifecycle Safety performance for projects/programs on assigned account(s) to include customer interface and communications; customer deliverable and realization/profitability; service integration and technical solutions.
 Participate in senior representation of Lifecycle Safety in high visibility forums e.g. joint IQVIA-Sponsor steering Committees, GOH teams, cross-functional project reviews.
 Facilitate sales activities across other accounts and Customer Delivery Units (CDUs) as needed.
 Review and contribute to SOP review and ensure that staff have been trained on and are following required Standard
Operating Procedures (SOPs), Good Clinical Practices (GCPs), FDA and ICH guidelines and regulations, Working Instructions and project instructions.

Job Requirements

 In depth knowledge and understanding of Lifecycle Safety service lines; willingness to increase knowledge across Lifecycle Safety service lines and develop new skills.
 In dept knowledge of applicable global, regional and local clinical research regulatory requirement; i.e. Good Clinical Practice (GCP) and International Conference on Harominisation (ICH) guidelines.
 Proven staff management; coaching and leadership skills.
 Strong project management; strategic planning; delegation and organisational skills.
 Proven ability to work on multiple projects and manage competing priorities.
 Strong, independent decision-making; problem solving and judgment skills.
 Strong verbal/written communication and report writing skills.
 Business acumen; financial management and budgeting skills.
 Strong customer focus; account and alliance management and experience in customer contracting models.
 Proven ability to professionally network; present and lead at meetings/ teleconferences.
 Strong relationship building and negotiating skills.
 Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared accountabilities.
 Ability to manage ambiguity.
 Demonstrate excellent collaboration and adaptability with internal/external stakeholders.
 Ability to establish and maintain effective working relationships with coworkers, managers and customers and clients.
 Bachelor's degree or educational equivalent in health science or other directly related field and 6 years' clinical research experience in a Contract Research Organization or Pharmaceutical company combining 4 years of LS experience (Pharmacovigilance, CEVA, Medical Information, Safety Publishing, Risk Management, etc) and 2 years' line management experience or equivalent combination of education, training or experience.
EEO Minorities/Females/Protected Veterans/Disabled

We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine healthcare with us. You will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve human health outcomes.

Whatever your career goals, we are here to ensure you get there!

We invite you to join IQVIA™.

Job ID: R1029174