Service Operations Global Delivery Lead (R1080572) in Porto Salvo, Portugal at IQVIA™

Date Posted: 6/28/2019

Job Snapshot

Job Description

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Service Operations Global Delivery Lead

Location:  Europe


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

Technology Solutions' Global Delivery organization contributes to the implementation and ongoing support of the IQVIA technology product portfolio at Life Sciences clients around the world. The scope of Global Delivery includes:

• Serving the needs of IQVIA Regional Business Units to deliver IQVIA Tech Solutions product offerings either in full, or in coordination with their regional Delivery teams

• End-to-end delivery coverage for the full SDLC (implementation through support)

• Leadership of complex multi-country or integrated solutions, particularly in Europe (Program/Project Mgmt, Business Analysis, Solution Architecture)

• Supplying skilled technical resources from low-cost delivery centers in Europe and South Asia (Dev/Config, Testing, Service Desk, Tier 2 Support)

Role Overview

The Service Operations Global Delivery Lead is a new position that will ensure successful post implementation product support by directly managing or overseeing Global Support resources responsible for delivering a set of application management services (Tier 2 Support).

In this role, you will build relationships with Regional and Global IQVIA leaders to understand all the ins and outs of the Service Operations business and ensure that the Delivery organization is positioned to succeed.


As the Service Operations Global Delivery Lead, you will:

  • Be accountable for the overall performance of Service Operation line of business, across all Tech Solutions implemented offerings- included financials and customer Service Level Agreements.
  • Directly manage a team of client-facing and non-client-facing support resources across different countries.
  • Build relationships with and indirectly influence additional teams contributing to the delivery of Service Operations; including Help Desk (Tier 1), PMO, offshore technical delivery centers, service management and RBU Delivery leaders
  • Build relationships with the different product team, to understand and contribute to the product roadmap plans, and anticipate impacts on the delivery organization
  • Build relationships with RBU Tech Solutions organizations to understand current and future delivery needs, maintain consistent alignment, and provide excellent service
  • Provide input to Delivery Enablement, on needed enhancements within the organization (people, process, technology)
  • Collaborate with Delivery Operations to forecast demand, plan resource needs, and manage staffing assignments
  • Drive effective partnership with system integration partners (where applicable)
  • Provide insights and thought leadership to the organization
  • Participate in the business development process for new opportunities; accountable for ensuring support is timely provided for RFP/proposals and project effort costing.
  • Manage the growth and development of your team
  • Serve as the escalation point for Service Operations delivery concerns from client or RBU/Country stakeholders, ultimately responsible for problem resolution.

Skills & Experience

• 15+ years' experience managing large support organization with 7+ of those years in a leadership position

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

• 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 internal and external 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

• Deep knowledge of SaaS business model and end-to-end delivery model, with specific expertise in Implementation

• Robust experience in supporting SaaS and complex IT solutions – strong understanding of the ITIL framework.

• Technical qualifications: strong expertise in one or more following technologies:, Reltio, Informatica, Big data

• 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

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

Job ID: R1080572