Job Overview
Manages strategic client relationships and laboratory service delivery through effective governance, operational oversight, financial management, quality review, and program execution. Acts as the primary liaison between client stakeholders and internal functional teams to ensure successful delivery of contracted services, achievement of key performance indicators, and alignment to quality, compliance, and business objectives.
Supports governance activities including operational reviews, quality reviews, executive business reviews, risk management, escalation management, while partnering with account leadership on senior stakeholder engagement and strategic decision-making. Ensures transparency of project performance through effective reporting of operational status, financial performance, quality metrics, capacity readiness, assay transfer progress, and business continuity activities.
Essential Functions
Client Relationship Management
- Serve as the primary point of contact for assigned client accounts and develop strong working relationships with client stakeholders.
- Maintain regular communication with clients regarding operational performance, project status, quality metrics, and strategic initiatives.
- Partner with internal teams to ensure delivery of services in accordance with contractual obligations and customer expectations.
- Identify opportunities to strengthen client partnerships and improve customer satisfaction.
Governance & Stakeholder Management
- Develop and maintain governance structures and meeting cadences to support client oversight and account management.
- Coordinate and facilitate weekly, monthly, quarterly, and ad hoc governance meetings with clients and internal stakeholders, partnering with account leadership on executive-level governance discussions.
- Prepare governance presentations, executive summaries, action logs, and meeting documentation.
- Monitor progress against agreed deliverables and ensure timely closure of actions, risks, and escalations.
- Develop governance and executive review materials and support senior leadership engagement in executive business reviews.
- Manage operational, quality, financial, and project-related escalations within established governance processes and escalate significant issues to account leadership as appropriate.
Program & Operational Management
- Provide oversight of laboratory programs and projects to ensure delivery against agreed timelines, budgets, quality standards, and customer commitments.
- Coordinate cross-functional activities across laboratory operations, project management, quality, technical, finance, and support teams.
- Monitor project milestones, operational performance, resource requirements, and service delivery metrics.
- Ensure risks, issues, and dependencies are identified, documented, and proactively managed.
- Drive resolution of complex operational issues impacting delivery performance.
Quality & Compliance Oversight
- Partner with Quality teams to monitor quality performance and compliance with applicable procedures and regulatory requirements.
- Facilitate review of deviations, quality events, corrective and preventive actions (CAPAs), audit observations, and inspection findings.
- Participate in quality governance forums and customer quality reviews.
- Ensure appropriate escalation and communication of quality issues that may impact client deliverables or service commitments.
- Support audit and inspection readiness activities as required.
Risk Management & Business Continuity
- Maintain risk registers and mitigation plans for assigned programs and accounts.
- Monitor operational, quality, financial, and business risks and ensure appropriate mitigation strategies are implemented.
- Support business continuity planning, readiness reviews, and continuity testing activities.
- Escalate risks that may impact timelines, quality, budget, regulatory compliance, or service availability.
Assay Transfer & Readiness Oversight
- Monitor assay transfer activities and implementation readiness for assigned programs.
- Track progress against assay transfer milestones and identify potential risks or barriers to successful deployment.
- Coordinate with technical, operational, and quality stakeholders to support successful onboarding of new services and capabilities.
- Support capacity planning and readiness reviews to ensure alignment with client demand forecasts.
Financial Management
- Manage financial performance of assigned accounts including budget oversight, forecasting, revenue tracking, and profitability management.
- Review budget-to-actual performance and identify financial risks and opportunities.
- Support change order processes and contractual amendments as required.
- Participate in financial governance discussions and customer budget reviews.
Reporting & Performance Monitoring
- Develop and present reports on operational performance, project status, financial metrics, risks, quality indicators, and account health.
- Prepare and present KPI scorecards, milestone reports, capacity updates, quality metrics, and executive review materials.
- Analyse performance trends and recommend improvement initiatives to enhance service delivery and customer outcomes.
- Prepare governance presentations, steering committee materials, executive summaries, action logs, and status reports to support client governance forums and leadership reviews.
Qualifications
- Bachelors Degree in Life Sciences or related field or equivalent combination of education, training and experience may be accepted in lieu of degree
- 5+ years of clinical or research industry experience, including 3 years project management / project set up experience or equivalent combination of education, training and experience
- Demonstrated experience managing client relationships, operational delivery, and cross-functional programs.
- Experience leading complex projects or programs with responsibility for budget, quality, timelines, and stakeholder management.
- Experience supporting customer governance activities and executive communications.
- Experience with risk management, issue resolution, and escalation management.
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.
