Zifo ยท 4 hours ago
Service Delivery Manager
Boston, MA
Full-time
Hybrid
Senior Level, Lead/Staff
$160K/yr - $180K/yr
10+ years expZifo 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. The Delivery Manager (DM) is accountable for fulfilling all contractual obligations related to customer engagements, providing strategic and technical leadership, and ensuring successful delivery of solutions that meet customer objectives.
Data ManagementInformation Technology
Responsibilities
Overall accountability for the successful delivery of all projects and Zifo services in the engagement and ensure all service delivery contractual obligations are met
Govern Project Health by using metrics-based health checks, perform Corrective and Preventive actions for any deviations, do 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 their progress periodically
Conceive and implement engagement improvement plans from service delivery improvement/optimization perspective
Devise and implement continuous improvement plans, ensuring there are 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 relationship across all levels with the objective of improving overall customer maturity across all customer segments that are serviced
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 the line managers
Provide strategic project and program management consultative guidance to customers by proactively identifying business and/or technical challenges or opportunities for improvements
Bring in though leadership to the customer engagements by offering proactive insights into industrial trends
Manage, motivate, and mentor cross-functional and enterprise project teams across the globe
Ensure seamless experience for the customers while dealing with the various Zifo services teams across geographies
Resolve any conflicts between the Zifo service lines keeping the customer interests as the priority
Function as the first point of escalation from Zifo and provide timely and effective resolution in addition to doing a retrospective to address the root causes
Qualification
Required
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 is 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
Bachelor's/Master's degree or equivalent in Management or Life Sciences or IT field is mandatory
Minimum 10 years of experience as a Business Technology Consultant/Project Manager
Minimum 8 years of experience working with Customer/Client focused delivery model & Global solution deployment, preferably in the pharmaceutical /Life sciences industry
Active PMP / PgMP/Prince2 Certification
Experienced in managing large customer engagements ($5M+ revenue / 50+ global team) that have multiple services being offered by the provider organization
Expert in Project Management, SDLC types, people management
Familiar with the global delivery model and have experience working with multidisciplinary teams located across varies geographies
Consultative capabilities to convert business problems to opportunities
Flexible in handling tactical issues as well as possess ability to think strategically
Expert in crisis/problem management and willingness to get hands on to expedite problem resolution
Function as a coach to the teams to improve collaboration and outcomes
Possessing innovative mindset and have an eye for continuous improvement
Experienced in managing large & concurrent projects/programs
Benefits
Accrued vacation
Medical
Dental
Vision
401k with company matching
Life insurance
Flexible spending accounts
Company
Zifo
We help science-driven organisations innovate for a better future through our full range of specialist scientific informatics services.
1001-5000 employees
H1B Sponsorship
Zifo has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (144)
2024 (101)
2023 (57)
2022 (66)
2021 (59)
2020 (63)
Funding
Current Stage
Late StageTotal Funding
unknown2022-05-09Acquired
Leadership Team
Raj Prakash G
Co-Founder & CEO
Narasimhan Aravamudhan
Vice President - Service Delivery
Recent News
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