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Director, CRM Delivery Enablement ( (R1038262) in London, UK at IQVIA™

Date Posted: 12/4/2018

Job Snapshot

  • Employee Type:
  • Location:
    London, UK
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Global Orchestrated Customer Engagement (OCE) Delivery Enablement Lead

Location:  Europe / Americas / APAC


Join us on our exciting journey!

IQVIATM is The Human Data Science CompanyTM, 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. IQVIA has approximately 55,000 employees in more than 100 countries, all committed to making the potential of Human Data Science a reality, and we are actively hiring.

Reimagine healthcare with us

At IQVIA, you will have the opportunity to build your career, while helping our customers drive human health outcomes forward. We dedicate our experience, resources and reputation so that you can drive your career and choose the path that best defines your development and success.

The Technology Solutions division of IQVIA develops, markets, and implements healthcare-focused enterprise software applications to help life sciences customers drive their business from molecule to market.

Function Purpose

The Delivery Enablement (DE) organization enables IQVIA Technology Solutions (TS) Delivery teams and partners to be more successful in the implementation and support of IQVIA technology offerings. In addition to setting the consistent foundation for how IQVIA delivers technology solutions across the portfolio, Delivery Enablement has the additional objective to facilitate the development and proliferation of offering-specific capabilities among delivery teams.

Role Overview

The Orchestrated Customer Engagement (OCE) Delivery Enablement Lead is a new position that will ensure our Delivery teams are prepared to successfully implement and support our OCE Sales and Marketing products to life sciences customers.

In this role, you will build relationships with Regional and Global IQVIA Delivery teams as well as external Delivery Partners to understand all their needs and ensure that the Delivery teams are positioned to succeed.


As the OCE Delivery Enablement Lead, you will be accountable for the overall performance of the OCE Delivery Enablement Team. Additionally, you and/or your team will provide the following to OCE delivery teams:

  • Strategic Planning
    • Promote organizational readiness for significant changes / major events (product launches/releases, acquisitions, etc)
    • Develop OCE-specific Service Strategy, Costing Strategy and Partner Enablement Strategy
  • Expertise & Governance
    • Curate offering-specific best practices & accelerators, and facilitates their use and integration across the business
    • Identify and lead continuous delivery improvement initiatives (AAR, Pre-project risk assessments)
    • Review & governance of integrated-solution architecture
    • Product expertise/consultation (Tier 3.5 Support, “Special Forces” help)
    • Audits (with Process & Governance) compliance to standards
    • Product platform license processing
  • Serve as the “Voice of Delivery”
    • Representing Delivery perspectives to the OCE Product Management team ensuring they are aware of product defects and feature requests
    • Informing central Tech Solutions Training team of OCE Delivery team needs and certification criteria, by role
    • Work with Sales Enablement to stay aware of current OCE Pipeline
  • Connection Hub
    • Facilitates exchange of real-world product delivery experience across teams and markets
    • Establishes product communities, brokers connections, documents case studies
  • Partner Enablement / Management
    • SI Partner Delivery Point-of-Contact & Governance
    • Adapt delivery resources for System Integration Partner consumption
  • Managerial Responsibilities
    • Build relationships with Regional and Global IQVIA Delivery teams as well as external Delivery Partners to understand all their needs and ensure that the Delivery teams are positioned to succeed
    • Build cross-functional relationships across the Technology Solutions organization (OCE Product team, Sales Enablement, Architecture & Standards, etc) to enable productive collaboration
    • Provide insights and thought leadership to the organization
    • Manage the growth and development of your team
    • Foster a culture of continuous improvement and accountability within your team

Skills & Experience

• 10+ years' experience managing Customer Relationship Management (CRM) or Multi-Channel Marketing (MCM) project delivery with 5+ of those years in a leadership position

• Experience leading in a multi-faceted, global enterprise (Pharmaceutical/ Management Consulting/ Enterprise Software sectors preferred)

• Deep knowledge of SaaS business model and end-to-end delivery model, with strong knowledge of both Implementation and Support

• Robust experience delivering complex IT solutions

• Expert in Customer Relationship Management (CRM) or Multi-Channel Marketing (MCM) including experience in the following technologies:, Marketing Cloud, Veeva

• Additional technical qualifications: strong expertise in one or more following technologies: Data integration, Informatica, Mulesoft

  • Certified or well-versed in technology project management methodologies (SCRUM, Agile, ITIL, PMI, etc)
  • Strong leadership skills and the ability to develop a team of geographically dispersed direct reports

• Demonstrated success building effective relationships with a broad spectrum of stakeholders, including senior leaders and associates across different functions

• Proactive leader who embraces accountability for team and organization success

• Thrives in a fast-paced environment and able to match stakeholder expectations to urgently deliver exceptional results

• Ability to balance competing priorities and to advocate for team

• Outstanding communications, problem solving and project management skills

• Knowledge of Healthcare/Life Sciences Industry a plus

• Experience in global roles; understanding of cultural sensitivities and time zones required. Fluency in English required, bilingual preferred

• Flexible, periodic travel for internal and client meetings

Job ID: R1038262