ERT

Vice President Service Delivery

Arbeitsort Global Opportunity-Europe or UK
Arbeitszeit
Regular - Full time
Art
Regular Full-Time

Übersicht

ERT is a global data and technology company that minimizes uncertainty and risk in clinical trials so that customers can move ahead with confidence. With nearly 50 years of clinical and therapeutic experience, ERT balances knowledge of what works with a vision for what’s next, so we can adapt without compromising standards.

 

Pharma companies, biotechs and CROs have relied on ERT solutions in 10,000+ studies spanning more than Five million patients to date. By identifying trial risks before they become problems, ERT enables customers to bring clinical treatments to patients quickly — and with confidence.

 

We are hiring the following senior and key appointment

 

Vice President Service Delivery

 

The Vice President Service Delivery is responsible for provisioning of all study development initiatives that support study development and customization, data delivery, validation services, and responsive problem resolution. 

 

The Vice President Service Delivery position will ensure client satisfaction as it relates to the development, delivery, and support of all the tools needed in conduct of their clinical trials using all of ERT’s products. 

 

The Vice President Service Delivery oversees the Software Development Engineering, Data Delivery, Software Quality Engineering, Solutions Design, Advanced Technical Support and the Translations teams for all product lines and all customers. This is a global role overseeing cross functional teams dispersed across all locations and remote.

Aufgaben

The Vice President Service Delivery will focus on the following key elements, Global team Management, Customer Satisfaction, Software delivery, Automation and Efficiency.

 

Management

 

Lead the Service Delivery Organisation towards accomplishing departmental and company objectives.

 

Define and implement strategic plans to deliver quality services and software solutions to meet and exceed industry requirements.

 

Provide direction to Service Delivery teams with strategies to improve the identification of client requirements and project scope and to manage client expectations and ensure client satisfaction through excellence in delivery.

 

Engage directly and proactively with management reporting to the Executive Management team which include but are not limited to:

 

  • Strategic programs
  • Departmental Metrics
  • Customer Satisfaction
  • Forecast/backlog

 

Maximize employee engagement efforts generated from engagement survey results for assigned functions supporting culture development and attracting and retaining top talent.

 

Responsible for contractor vendors for both offshore and onshore accounts

 

Customer Satisfaction

 

Oversee client concerns and escalations that result in improving customer satisfaction.

 

Partner with the Sales organization supporting new business opportunities, trial scoping, delivery status, client education, client satisfaction and problem resolution.

 

Enable the Customer Service organisation to advocate for customers and partner with Product, Project Management, Sales, Marketing, Engineering, Customer Care and other teams internally as needed to ensure the delivery of a superior product and user experience to clients.

 

Software Delivery

 

Accountable for the overall delivery of solutions, reports and other defined work to clients on time and on budget.

 

Research, propose, design, and implement processes, systems, tools and technology to  enhance the delivery, validation and support of our products, including workflow, incident management,  productivity improvements, new product introduction, and reporting (internal and externally).

 

Conduct investigations to identify points of failure in the ERT product line or internal processes and drive a team to address improvement areas.

 

Develop and execute automation tools and processes to improve scale and customer value where possible.

 

Monitor quality of software development and setting standards within the clinical trial industry promoting ERT facilitating internal and external thought leadership.

 

Conduct Return on Investment (ROI) analysis of data collected.

 

Automation & Efficiency

 

Partner with R&D and Product Management leadership and executive management team providing feedback to support the formulation of product architecture, company vision, strategy and goals.

 

Continually improve the productivity and efficiency of the operations staff globally including utilizing metric reviews, staff utilization and resource planning with the input and assistance from management personnel in each office.

Qualifikationen

Candidates who offer a combination of the following qualifications, experience, skills and knowledge are encouraged to apply for the role of Vice President Service Delivery

 

Education:

 

BS, BA or equivalent

 

Experience:

 

A minimum of 15 years of experience in developing and supporting customized software applications; additional experience in technical support and software quality assurance is required

 

At least 8 years of experience managing a high-performing team of developers and/or support engineers; experience in managing global and dispersed teams a big plus

 

Knowledge of the software development life cycle (SDLC), especially in a fast-paced rapid development and delivery environment

 

Strong knowledge of the life sciences or healthcare technology space, including and understanding of the regulatory needs of the industry

 

Experience in developing mobile applications or on mobile devices

 

Advanced understanding of technology, trends, and the use of technology to improve quality and efficiency

 

Effective cross-functional relationship building and negotiation skills

 

Passion for excellence and deep commitment to customer success

 

The role of Vice President Service Delivery offers the opportunity to further enhance ERT’s recognition as a leader in "Digital Data Solutions"  through the innovation  and provision of exceptional solutions delivery to our clients. Joins us and “make a difference”

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