Global Client Operations Manager - Future Opportunities - (1808503) in Research Triangle Park, NC at IQVIA™

Date Posted: 11/14/2018

Job Snapshot

Job Description

Launched in 2015, Q2 Solutions is a leading global clinical trials laboratory services organization. We help biopharmaceutical, medical device and diagnostics customers improve human health through innovation that transforms science and data into actionable medical insights. Q2 Solutions is a quality driven, responsive partner with strong global experience and deep scientific and medical expertise. The Q2 Solutions joint venture was formed by Quintiles and Quest Diagnostics, combining the best of each parent organizations clinical trials laboratory services capabilities.


We are always looking for new talent to join Q2 Solutions. To be considered for a future position, submit your resume. If your qualifications, experience and skill sets align with the position requirements, one of our recruiters will connect with you.  

Serve as expert in management and enhancing client relationship(s); maintain an overview of customer portfolio from an operational & financial perspective, throughout the lifecycle of each project; communicate with Project teams, Senior Project Managers and Business Development to ensure excellent delivery to customers and consistency within programs, including implementation of best practices, harmonization and development of client specific performance improvement projects.
  • Responsible for Sponsor Lab wide delivery with rapid escalation action, driving excellence in delivery across all studies within the portfolio.
  • Establish a close working relationship with the Global Lab project teams, Business Development, Operational teams and appropriate IQVIA counterpart to ensure consistent, quality, global delivery of all studies.
  •  Participate on client specific operational committees, with accountability for developing a true partnership and ensure senior management is frequently informed on current status and progress with the client relationship.
  • Participate in client meetings including bid defence, capabilities and audits as needed and demonstrate expertise and ability to influence decision making.
  • Lead Enterprise wide Internal Governance meeting to build momentum and action for the client
  • Lead Client External Governance meetings with excellent preparation and lead successful meeting
  • Represent Global Lab at key strategic meetings including but not limited to Sales meetings, IQVIA clinical delivery and strategy meetings.
  • Establish Functional Therapeutic Expert Group Goals (FTEG Goals) agreed with sponsor and provide quarterly updates on success of delivery for each goal.
  • Utilize expertise to regularly review with global Lab global project delivery to include; lessons learned, best practices, standards, client specific requirements, budget management, KPI’s, Master Service Agreement, customer surveys, and discuss progress, actions, next steps and responsibilities.
  • Lead Sponsor Internal Community resource team at the enterprise level through active regular forums providing account level updates
  • Establish and lead upskilling programs via Sponsor Centre of Excellence Training Academy
  • Ensure client standards are defined, published and version controlled. Deliver standards training internally and externally as needed and proactively manage the communication of changes to client standards and/or client requirements.
  • Ensure best practice harmonisation & implementation across client account for the benefit of the client.
  • Track and manage performance metrics and/or service level agreements and manage process improvement to ensure excellent service delivery.
  • Develop and oversee clear communication plans with project teams and client(s).
  • Participate in technical reviews and proposal development as needed to ensure standards are captured.
  • Facilitate both the preparation and delivery on client calls and meetings, dependent on need and communication plans.
  • Drive specific client requests across the internal Global Lab organization and where appropriate implement best practices and process improvements for continuous development for all clients.
  • Assist in the development and mentoring of new employees.
  • Lead client process improvement and global initiatives as part of FTEG agreement
  • Regularly review OCL global training plans and eSOP reading list for relevance and modify as needed.
  • Manage the OCL SOP’s through the eSOP database
  • Act as backup to the Senior Director of Client Relations and assist in the support of the wider OCL and the development of the Customer Governance teams.

Job Requirements

  • Knowledge of operations and all project services job functions globally.
  • Knowledge of “assigned” customer(s) expectations, requirements and needs.
  • Solve complex problems by assuring cooperation from multiple departments.
  • Excellent organizational, analytical and problem solving skills.
  • Adaptability and flexibility in a fast-paced working environment.
  • Ability to deliver high quality project management globally with a sense of urgency and ability to drive activities to closure.
  • Ability to communicate clearly and regularly internally across departments and regions and externally with global clients.
  • Ability to establish and maintain effective working relationships with coworkers, managers and clients
  • Bachelor's degree in science related field and minimum 7years of clinical or research industry experience, including 5 years project management experience; or equivalent combination of education, training and experience 
  • Domestic and international travel
  • Extensive use of telephone and face-to-face communication requiring accurate perception of speech
  • Extensive use of keyboard requiring repetitive motion of fingers
  • Regular sitting for extended periods of time
EEO Minorities/Females/Protected Veterans/Disabled

Job ID: 1808503