Service Delivery Manager

This is a hybrid role that will require regular presence on-site at the client location around Boston, MA.

The Delivery Manager (DM) is primarily accountable for fulfilling all contractual obligations for Zifo related to our customer engagements. This role realizes the ‘one hand to shake' concept that would allow both customers as well as internal Zifo stakeholders to work with one primary point of contact for all servicing needs for the specific engagement. The DM will provide strategic and technical leadership, as well as consulting and program/project management skills required to analyze customer needs and opportunities to ensure Zifo successfully delivers a solution meeting the customer's objectives and goals.

Responsibilities

• Overall accountability for the successful delivery of all projects and Zifo services in the engagement and ensuring all service delivery contractual obligations are met
• Govern project health by using metrics-based health checks, perform corrective and preventive actions for any deviations, follow‑ups and follow‑throughs
• Chair engagement steering committee and other operational meetings including senior leadership from the customer and Zifo; track action items, monitor and report progress periodically
• Conceive and implement engagement improvement plans from service delivery improvement/optimization perspective
• Devise and implement continuous improvement plans ensuring mutual gains for both the customer and Zifo
• Oversee engagement operations such as staffing, invoicing compliance, contract renewals, managing resource movements
• Customer relationship management – establish and nurture customer relationships across all levels to improve overall customer maturity
• CSAT assessment and management by implementing focused improvement plans
• Contribute to business development – perform account mining, support RFP/pursuits
• People management – provide performance feedback on Zifo resources to line managers
• Provide strategic project and program management consultative guidance to customers by proactively identifying business and/or technical challenges or opportunities for improvement
• Bring thought leadership to customer engagements by offering proactive insights into industry trends
• Manage, motivate, and mentor cross‑functional and enterprise project teams across the globe
• Ensure a seamless experience for customers while dealing with the various Zifo services teams across geographies
• Resolve any conflicts between the Zifo service lines keeping the customer interests as priority
• Function as the first point of escalation from Zifo and provide timely and effective resolution in addition to a retrospective to address root causes

Required Skills

• Demonstrated ability to build and develop relationships at all levels of a client/stakeholder
• Experience managing large scale ($5,000,000+) programs and projects, preferably in a global setting
• R&D Informatics skills
• Prior experience in Pharmaceutical or Biotech research and development industry
• Understanding of drug discovery & development processes
• An independent, self‑motivated & results‑driven mentality
• Willingness & ability to acquire quickly new technical skills & business principles
• Ability to actively contribute to business development efforts via strategic discussions with account executives and proactive discussions with client stakeholders
• Working experience with productivity tools such as Visio, Excel, PowerPoint, Word, Microsoft Project
• Analytical mindset and ability to thrive in ambiguities
• Outstanding communication skills both written and verbal
• Experience making impactful presentations to D+ and C‑suite audiences
• Program management skills
• Managing a portfolio of projects
• Coordinating strategic road‑mapping
• Resource & effort planning
• Project planning & scheduling
• Scope & time management
• Vendor management
• Risk assessment
• Cost/benefit analysis

Qualifications

• Bachelor’s/Master’s degree or equivalent in Management, Life Sciences or IT field (mandatory)
• Minimum 10 years of experience as a Business Technology Consultant / Project Manager
• Minimum 8 years of experience working with customer‑focused delivery model & global solution deployment, preferably in pharmaceutical / life sciences industry
• Active PMP / PgMP / Prince2 certification
• Experienced in managing large customer engagements ($5M+ revenue / 50+ global team) that have multiple services offered by the provider organization
• Expert in project management, SDLC types, people management
• Familiar with the global delivery model and experience working with multidisciplinary teams across various geographies
• Consultative capabilities to convert business problems to opportunities
• Flexible in handling tactical issues while possessing the ability to think strategically
• Expert in crisis/problem management and willingness to get hands‑on to expedite problem resolution
• Function as a coach to teams to improve collaboration and outcomes
• Possessing an innovative mindset and an eye for continuous improvement
• Experienced in managing large & concurrent projects/programs

A successful Zifo‑ite is

• Independent, self‑motivated & results driven
• Willing & able to quickly acquire new technical skills & business principles
• A critical thinker with logical reasoning
• Curious and always looking for creative solutions to complex problems

Benefits

CURIOSITY DRIVEN, SCIENCE FOCUSED, EMPLOYEE BUILT. Our culture is unlike any other, one where we debate, challenge ourselves, and interact with all alike. We are a curious bunch, characterized by our passion to learn and spirit of teamwork.

Zifo is a global R&D solutions provider focused on the industries of Pharma, Biotech, manufacturing QC, medical devices, specialty chemicals and other research‑based organizations. Our team's knowledge of science and expertise in technology help Zifo better serve our customers around the globe, including 18 of the Top 20 biopharma companies.

We look for science – biotechnology, pharmaceutical technology, biomedical engineering, microbiology, etc. We possess scientific and technical knowledge and bear professional and personal goals. While we have a “no doors” policy to promote free access within, we do have a tough door to walk in. We search with a two‑point agenda – technical competency and cultural adaptability.

We offer a competitive compensation package including accrued vacation, medical, dental, vision, 401(k) with company matching, life insurance, and flexible spending accounts.

If you share these sentiments and are prepared for the atypical, then Zifo is your calling!

Zifo is an equal‑opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.