Job Description

Service Delivery Manager (End User Services)



Primary Location: Durham, North Carolina, United States Additonal Locations: Cambridge, MA, USA; Deerfield, IL, USA; Duluth, GA, USA; Lincoln, NE, USA; Milwaukee, WI, USA; Plymouth Meeting, PA, USA Full time R1176377 Date Posted: 02/01/2021

Job description

Location: Remote Opportunity

Role Purpose:

The Service Delivery Managers main objectives are to positively manage the customer experience with IQVIA and to create long-term, trusting relationships with our customers. To achieve this objective, the Service Delivery Manager will oversee the day to day activities for their assigned account portfolio, providing oversight and orchestration ofbudget, scope, timelines and performance for our End User Services customers.

Qualities and skills for this position include:

* Belief in Customer Advocacy
* Consultative Partner
* Problem Anticipation and Mitigation
* Project Plan Management
* Management of Contractual Obligations
* Professional & Industry Acumen

Requires a bachelor's degree and/or at least 4 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within Pharma. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of complex tasks. A certain degree of creativity and latitude is required. Strong understanding of End User Services, infrastructure and related technology or a Service Desk background.

Principal Accountabilities:

This position is focused primarily on ongoing support, however they will be engaged during the Customer onboarding phase to ensure continuity and a positive customer experience. Due to the multiple internal and external matrices, it is important to have the following skills:

* Belief in Customer Advocacy
* Customer advocacy is a specialized form of customer service where the focus is on what is best for the customer, while balancing IQVIA profitability and interest. The Service Delivery Manager acts as a facilitator between the Customer and IQVIA, are trained in cross-functional roles, and are empowered to provide assistance to customers in issue resolution.
* Consultative Partner
* Building long term relationships and reporting cadence on SLA expectations, aligning to original customer business needs and anticipating changing needs based on IQVIAs understanding of the customers business ecosystem
* Problem Anticipation and Mitigation
* Anticipating and understanding which risks and issues across the program could impact implemented solutions
* Reporting and escalating risks pre-emptively to prevent program impact (issues)
* Project Plan Management
* As updates and renewals are identified the Program Manager will oversee any interdependencies across integrated solutions to ensure a seamless execution
* Oversee and manage new client project implementations and onboarding activities
* Management of Contractual Obligations
* Manage program updates and renewals across all programs, directing customer communication cadence and ensuring a reflection of important customer service perspectives with the goal of continued customer delight
* Report on contracted SLAs and any variance
* Manage and update variable billing and invoicing as appropriate
* Manage contractual scope and determine when change orders or new statements of work are required
* Professional and Industry Acumen
* Professional appearance and approach to client engagement
* Keenness and quickness in understanding and dealing with a business situation in a manner that is likely to lead to success
* Up to date knowledge on best practices, trends and technology as related to the provided services

Role & Responsibility:

* Comply with company and EUS standards and procedures
* Responsible for managing Budget, Scope, Timelines and customer satisfaction of End User Services programs
* Develop professional, productive relationships with peers and subordinates that allows for the development of synergy, transparency and partnership within and between all departments delivering service to your customer(s).
* Be accountable for risk management strategies
* Deliver Program SLA reporting and updates within IQVIA and with the customer
* Provide guidanceto customers based on their changing ecosystems by highlighting new innovations and updates that could help them be more efficient in their commercial approaches
* Gather customers changing needs and perspectives, integrating those into product roadmaps
* Manage change control and contract renewals for enterprise program solutions
* Pro-actively anticipate and solve project and program issues effectively
* Oversee applicable project work streams and manage conflicts across those work streams
* Begin to recognize and document areas of organizational improvement at IQVIA and with customers working with other more senior team members to understand implementation
* Oversee account finance process for revenue recognition and invoicing/billing activities
* Act as the point of contact for escalation for all EUS service/programs
* Travel required: 5-7 days a month or more as required

Minimum Education, Experience, & Specialized Knowledge Required:

* 4+ years of relevant experience
* PMP Certification preferred
* Strong verbal and written communication skills
* Demonstrated ability to set, plan and achieve goals quickly, while possessing strong people skills
* 4-year undergraduate or more advanced degree; equivalent experience will be considered
* Strong application skills including Microsoft Project, PowerPoint and Excel
* Experience with Pharmaceutical industry, such as drug development life cycle, and pharmaceutical field sales operations
* Self-starter with drive to develop good collaboration skills
* Good organization, presentation and customer service skills

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIAs Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.