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Customer Delivery Specialist 2 (R1061362) in Durham, NC at IQVIA™

Date Posted: 3/23/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Durham, NC
  • Experience:
    Not Specified
  • Date Posted:
    3/23/2019
  • Job ID:
    R1061362

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.

PURPOSE

Responsible for management and service delivery excellence for assigned projects covering single or multiple Lifecycle Safety functions (clinical and/or post-market). Provide leadership and accountability for customer-facing activities and monitoring operational service delivery, across the opportunity lifecycle, integrating delivery into one seamless and transparent program for customers, typically aligned by accounts. 

RESPONSIBILITIES

• Serves as an operational team lead for LCS for clinical trials by working with functional teams/team leads within Lifecycle Safety (primarily SO, Reg Reporting and SARA) to ensure timely and high quality deliverables from all teams.  
• Provides monthly status reports to customers and monitors project quality for safety deliverables.   
• Attends internal and external project team meetings.  
• May schedule and lead customer meetings in the absence of a project manager to work on specific activities, such as safety plan development or preparation for database locks.  
• Managing project budgets and approval of invoices for standalone contracts in the maintenance phase.  
• May act as an account owner over a program or customer portfolio and therefor report program/portfolio level metrics and provide oversight of projects they do not directly lead.  
• Serve as project manager for add-on, and/or standalone projects through the startup, maintenance and closeout phases to ensure all components required for provision of Lifecycle Safety Services to customers.  
• Provide input into the strategy for safety project proposals and RFPs and represent Lifecycle Safety at clinical add-on and/or standalone bid defenses.  
• Takes on a higher level of leadership within the department to mentor and support junior Leads.  
• Needs to develop and exhibit a fundamental knowledge of all relevant Lifecycle Safety Service Lines to enable effective project management while in this role.
• Attend Joint Operating Committee Meetings (geared toward clinical trials) to provide portfolio level quality and compliance metrics, to provide other portfolio level updates, and to partner with customers at a Senior Management Level.  
• Represent LCS Leadership at select external and internal meetings.
•  Lead internal escalation meetings to ensure quick response to any quality concerns or customer escalations, ensuring appropriate representatives from stakeholders and operational management are involved as appropriate.
• Collaborate with internal stakeholders to develop and implement new service offerings based upon identified business needs.  
• Identify and drive departmental initiatives aimed at enhancing customer service, efficiency, quality, or employee engagement.  
•  Develop specialized expertise across the Pharmacovigilance spectrum (eg. Global Regulatory reporting requirements), and apply this expertise within assigned projects, and cascade knowledge to PhV Solutions team as appropriate.  
•  In depth knowledge of two or more Lifecycle Safety Service lines (Case Processing, Regulatory Reporting, SARA, BRM, etc.) and may act as an SME and/or provide support/training on this topic to other Project Customer and Operational Safety Leads.

IQVIA is an EEO Employer - 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: R1061362