Manager, Services Delivery (US East Coast - Remote)

Manager, Services Delivery

Reports to: Director, Services Deliver

Department:Services Delivery

Responsibilities:

Operational & Team Management

• Manage Team Leads responsible for project delivery teams; serve as a secondary escalation point of contact
• Ensure the delivery of assigned projects and studies on-time while meeting the quality and delivery capacity goals of the League department they manage
• Collaborate with leadership to review the utilization, assignments, and responsibilities of all team members to ensure a balanced workload; enforce compliance of time tracking best practices for relevant team members
• Manage department P&L in collaboration with Department Lead
• Provide support related to Issue Management as required
• Perform other related duties as required

People Leadership & Engagement

• Manage both the professional development and day-to-day supervision of Services Delivery Managers and other Services employees in the department
• Work with Services Director and department leadership to identify growth planning for key individuals and roles
• Build and maintain a strong sense of engagement and belonging within and across teams
• Cultivate an environment where team members take ownership and responsibility for their tasks; Encourage innovation, creative thinking, and efficiency within the team while managing quality and risk
• Encourage a problem-solving mindset and emphasize collaboration both within the team and with external partners

Strategic Management

• Collaborate with Services Leadership to inform strategy for organizational growth and scaling based on the evolution of Suvoda's products and processes
• Collaborate with Solutions teams to identify opportunities for efficiencies and improvements in relevant subject matter area
• Partner with Solutions teams and departmental leadership teams to roll out new initiatives and process innovations
• Provide feedback on and assist with the rollout of key departmental initiatives
• Collaborate with peers and Leadership team to surface trends or recurring issues related to the delivery of projects

Client Management

• Own account management responsibilities for assigned clients
• Act as an escalation point for clients whose studies are managed on their team
• Advise teams on handling complex or difficult client situations
• Triage critical issues affecting delivery and quality by thinking strategically and acting autonomously, within guidelines, to reach a resolution
• Develop effective lines of communication to identify critical business issues; prioritize adoption and implementation of solutions based on client and production success

Requirements:

• At least 2 years of experience managing Professional Services teams, including managing performance management and operations against metrics, global team management experience preferred
• 3-5 years of project management experience in a software industry, eClinical software experience preferred
• Bachelor's degree or equivalent experience required
• Highly analytical and curious, including determining root cause and identifying solutions
• Demonstrates strategic thinking
• Strong written and verbal communication skills, with the ability to interact with clients directly
• Strong interpersonal skills, including professionalism and diplomacy
• Sound time management and organizational skills