Director, Managed Services (life sciences clients)

Role: Director, Managed Services (life sciences clients)

Base Location: Onshore (Boston preferred, but flexible)

Position type : Fulltime

Note: Must have strong Pharma/Life sciences background

Key Responsibilities

Service Delivery Leadership

• Oversee end-to-end managed services operations for life sciences clients, ensuring SLAs and KPIs are consistently met or exceeded.
• Managed services team supports standard life sciences applications such as Veeva, Salesforce, Snowflake, PowerBI, and Egnyte.
• Implement best practices for process efficiency, automation, and quality assurance.

Team Management

• Lead and inspire operational teams, fostering a culture of accountability, collaboration, and innovation.
• Operational team spans US, nearshore, and offshore personnel.
• Hire, train, and mentor staff to ensure high performance and career development.

Client Engagement

• Serve as the primary point of contact for US-based client relationships, ensuring alignment with their business objectives.
• Conduct regular business reviews with clients to assess performance, identify opportunities, and address challenges.
• Collaborate with client stakeholders to design and implement tailored managed service solutions that drive measurable outcomes.
• Act as a trusted advisor by providing insights on industry trends, regulatory changes, and best practices relevant to life sciences.
• Partner with account management and sales teams to identify growth opportunities, including upselling and cross-selling additional services.
• Ensure client satisfaction through proactive communication, issue resolution, and continuous improvement initiatives.

Cross-Functional Collaboration

• Work closely with internal teams such as Operations, Finance, Sales, and Executives to ensure seamless service delivery.
• Coordinate with technology teams to implement automation, data analytics, and platform enhancements that improve client outcomes.
• Collaborate with marketing and business development teams to support client proposals, presentations, and strategic initiatives.
• Facilitate knowledge sharing and alignment across departments to drive innovation and operational excellence.

Data Analytics & Insights

• Develop and oversee data analytics strategies to measure service performance and client outcomes.
• Utilize tools such as JIRA, Time Entry, Smart Sheets, and BI platforms to generate actionable insights and dashboards.