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Customer Delivery Manager, Associate Manager/ Manager (R1069862) in Singapore, SG at IQVIA™

Date Posted: 3/11/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Singapore, SG
  • Experience:
    Not Specified
  • Date Posted:
    3/11/2019
  • Job ID:
    R1069862

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

Accountable for management and service delivery excellence of a range of medium to large sized regional and global projects as assigned by senior staff, covering single or multiple Lifecycle Safety functions. Provide leadership and accountability for customer-facing activities and operational service delivery, working cross-functionally and across the opportunity lifecycle, integrating delivery into one seamless and transparent program for customers, aligned by accounts

RESPONSIBILITIES

 Manage customer interface and communication for assigned projects/programs. Represent Lifecycle Safety on projects/programs; serve as primary point of contact within Lifecycle Safety for all internal and external customers; liaise between internal/external customers and Lifecycle Safety Service Delivery Team members in Service Operations (SO).

 Manage customer deliverables for assigned projects/programs. Tactical, day-to-day customer-facing leadership at project/program level. Responsibilities include project planning (timelines, deliverables), scope management, quality management and project financial management.

 Provide leadership and structure for customer service interface from scoping stage, through proposal generation, bid defence to service delivery; and throughout the development and commercial life cycle of the product.

 Manage realization/profitability for assigned projects/programs. Update financial systems, including revenue recognition, invoicing, project budget review, project financial analysis, pursuit of change orders, etc.

 Ensure financial project performance through oversight of key performance metrics (revenue, direct costs, time-sheet costs, utilization and realization.

 Develop specialist expertise in aligned specialist areas, as well as applying them across LSM and SO.

 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.

 Actively participate at meetings with internal & external stakeholders. Provide project status updates, defines processes, project/planning strategy.

 Provide leadership for Lifecycle Safety virtual project teams: keep local/global ILS team current on project developments; lead internal Lifecycle Safety team meetings to review project processes and status.

 Participate in sales activities, and sales presentations (capabilities, bid defenses) and proposal development (strategy, costs and text), as required.

 Incorporate strategic options when defining project/program scope and processes with customer.

 Support customer relationship into partnership mode; manage accounts targeting extended business relationship throughout lifecycle. Focus on customer loyalty and contract renewal.

 Work in a customer centric fashion analyzing customer needs and developing innovative, cross-functional strategic solutions within ILS service lines to meet customer needs.

 Participate in client and internal audits and inspections for assigned projects. Liaise with Quality Assurance staff and management in the compilation of Corrective Action Plans (CAPs).

 Collaborate with other LSM managers to address and resolve customer needs and issues.

 Provide historical perspective and input on clients and processes, in collaboration with Service Operations.

 Work with Lifecycle Safety Service Operations constructively in a matrix framework to achieve project and customer deliverables

 Perform other duties as assigned.

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: R1069862