Job Overview
Responsible for management and service delivery excellence of a range of medium to large sized regional and global projects as assigned, covering single or multiple Lifecycle Safety functions (clinical trial and / or post-market). Provide leadership and accountability for customer-facing activities and oversight of operational service delivery, working cross-functionally and across the opportunity lifecycle, integrating delivery into one seamless and transparent program for customers, aligned by accounts. Collaborate with global management team and integrated partners to develop and implement strategic initiatives/solutions to expand business, partnership, strengthen overall relationship and ensure global consistency.
Essential Functions
• Manage customer interface and communication for assigned projects/programs. Represent Lifecycle Safety on projects/programs; serve as primary point of contact within Lifecycle Safety for all internal and external customers; liaise between internal/external customers and Lifecycle Safety Operational teams.
• Manage customer deliverables for assigned projects/programs. Tactical, day-to-day customer-facing leadership at project/program level. Responsibilities include project planning (timelines, deliverables), scope management, quality management and project financial management.
• May act as an account owner over a program or customer portfolio and therefore report program/portfolio level metrics and provide oversight of projects they do not directly lead.
• Performs role of solution architect responsible for crafting and defending proposed solutions to new standalone Safety business opportunities. Formulates operational budgetary assumptions and takes decisions to steer the creation of the budget, fulfil required customization of text and data. Acts autonomously as the Safety Subject Matter Expert (SME) and single point of contact for Governance, Executives and Integrated Partners in construction of proposed solution and defends the strategy and pricing from initiation through to delivery.
• Represents as Safety SME. Provide leadership and accountability for customer-facing collateral and operational support to deliver key customer messages, working cross-functionally and across the opportunity lifecycle, integrating lifecycle safety core message delivery into customer facing material, presentations and meetings. Collaborate with senior leadership to implement strategic initiatives and ensure global consistency.
• Provide leadership and structure for customer service interface from scoping stage, through proposal generation, bid defence to transition of work and service delivery; and throughout the development and commercial life cycle of the product.
• Manage finances for assigned projects/programs. Update financial systems, including revenue recognition, invoicing, project budget review, project financial analysis, pursuit of change orders, etc.
• Ensure financial project performance through oversight of key performance metrics (i.e revenue, direct costs, time-sheet costs, contribution margin).
• Develop specialist expertise and may act as a Subject Matter Expert (SME) on departmental, regional or global initiatives.
• Work with sales and proposals to ensure rapid, seamless, tailored responses to opportunities. Drive business growth by improving customer loyalty through enhanced customer relations, service delivery excellence and excellent customer communication.
• Actively participate at meetings with internal & external stakeholders. Provide project status updates, defines processes, project/planning strategy.
• Manage start-up of new projects using standard operating procedures and best practices, including identifying potential risks during project initiation and implementing mitigation measures to ensure seamless delivery at maintenance stage.
• Provide leadership for Lifecycle Safety virtual project teams: keep local/global LS team current on project developments; lead internal Lifecycle Safety team meetings to review project processes and status. Work closely with Lifecycle Safety Operational teams, to ensure projects/programs are delivered in accordance with customer expectations.
• Participate in sales activities, and sales presentations (capabilities, bid defenses) and proposal development (strategy, costs and text), as required.
• Incorporate strategic options when defining project/program scope and processes with customer.
• Support customer relationship into partnership mode; manage accounts targeting extended business relationship throughout lifecycle. Focus on customer loyalty and contract renewal.
• Work in a customer centric fashion analyzing customer needs and developing innovative, cross-functional strategic solutions within LS service lines to meet customer needs.
• Participate in client and internal audits and inspections for assigned projects. Liaise with Quality Assurance staff and management in the compilation of Corrective Action Plans (CAPs).
• Collaborate with Lifecycle Safety Management to address and resolve customer needs and issues.
• Perform other duties as assigned.
Qualifications
• Bachelor's Degree Health science or other directly related field
• 3 to 5 years' clinical research experience in a Contract Research Organization or Pharmaceutical company including at least 3 years of Lifecycle Safety experience (Pharmacovigilance, CEVA, Medical Information, Safety Publishing, Risk Management, etc.) and 2 years’ of Project Management.
• Equivalent combination of education, training or experience
• Strong knowledge of applicable global, regional and local clinical research regulatory requirement;
Good Clinical Practice (GCP) and International Conference on Harmonization (ICH) guidelines, IQVIA Standard Operating Procedures.
• Working knowledge of Lifecycle Safety service lines; willingness to increase knowledge across Lifecycle Safety service lines and develop new skills.
• Effective team management and leadership skills, conflict management.
• Strong project management; planning and organizational skills.
• Effective verbal and written communication skills including ability to network and lead teleconferences.
• Effective collaborative, organizational and delegation skills.
• Ability to work on multiple projects and manage competing priorities.
• Ability to manage ambiguity.
• Effective business focus, marketing, sales skills.
• Proven strong presentation; report writing skills and customer focus skills.
• Ability to achieve results through communication, facilitation, negotiations in a matrix service delivery environment with shared accountabilities.
• Effective judgment, negotiating, decision-making, and problem-solving skills.
• Creative and innovative, initiative and pro-active.
• Effective business acumen and financial analytical skills, tactical planning, budgeting.
• Ability to establish and maintain effective working relationships with coworkers, managers and customers.
• Ability to establish and maintain effective working relationships with coworkers, managers and customers and clients.
IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com
IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.
