| Job Title | Service Delivery Director |
| Functional Area | The Service Delivery Director is responsible for strategic leadership, growth, operational performance, and client success across one or more Functional Service Provider (FSP) or staffing service delivery programs (Service Delivery). This role serves as the senior operational leader for assigned portfolios and is accountable for client satisfaction, workforce strategy, financial performance, resource planning, delivery excellence, talent development, and long-term program growth. The Director partners with client leadership, Strategic Account Leads, recruiters, and internal leaders to ensure Service Delivery programs deliver exceptional value while supporting sustainable growth for MARS/GenInvo. The role is also expected to identify opportunities to expand client partnerships, broaden service offerings, and contribute to the sustainable growth of the Service Delivery business. |
| Education Requirements | Bachelor’s degree in Life Sciences, Healthcare, Business, Technology, or related discipline. |
| Technical Skills Requirements | Strategic leadership of large-scale service delivery organizations and client portfolios Delivery operating model design and organizational optimization Multi-client portfolio governance and executive client management Financial leadership including P&L management, forecasting, utilization, and profitability Workforce strategy, organizational capacity planning, and succession planning Service delivery transformation and operational excellence Enterprise quality management and delivery governance Executive stakeholder management and business partnership development Performance analytics, KPI strategy, and executive dashboard development Continuous improvement, automation, and AI-enabled service delivery Vendor and partner management across global delivery teams Microsoft Office Suite (Excel, PowerPoint, Word), Power BI, enterprise reporting platforms, resource management systems, CRM platforms, Teams, SharePoint, and operational analytics tools Strong understanding of cloud-based collaboration platforms, AI-enabled operations, and enterprise delivery ecosystems |
| Experience requirements | 12–20+ years pharmaceutical, CRO, healthcare, consulting, or related experience Experience leading large client-facing programs or operational organizations Demonstrated leadership of managers and large teams Strong financial and operational management experience |
| Desirable requirements | Experience managing global FSP / Service Delivery programs Experience working with large pharmaceutical sponsors Experience leading multi-functional service organizations MBA or advanced degree desirable |
| Responsibilities | The Service Delivery Director is expected to: Maintain strong strategic client relationships Achieve portfolio growth objectives Improve workforce retention and engagement Improve utilization and financial performance Strengthening leadership capability Expand client partnerships Improve scalability and operational effectiveness Strategic Client Partnership & Governance Build relationships with client leadership Lead executive governance discussions Conduct business reviews Support workforce planning discussions Act as senior escalation point Develop strategic relationships that broaden service offerings, increase portfolio penetration, and strengthen long-term client partnerships. Identify opportunities for growth and expansion Portfolio Leadership & Delivery Excellence Oversee performance of assigned Service Delivery programs Establish operational priorities Ensure delivery consistency and quality Monitor portfolio health and client satisfaction Drive operational improvement initiatives Workforce Strategy & Talent Leadership Develop workforce and capacity plans Support succession planning Drive retention initiatives Build leadership capability Develop career pathways for Service Delivery staff and managers Financial & Business Performance Monitor revenue, utilization, and profitability Support forecasting and business planning Monitor attrition and vacancy trends Improve operational efficiency Support achievement of financial objectives Growth & Organizational Development Partner with Strategic Account Leads on account growth Champion account development strategies that drive incremental revenue, cross-functional service expansion, and long-term portfolio growth. Support proposal and expansion activities Mentor Service Delivery Managers Establish best practices and governance standards Strengthen organizational capability |
| Relationship & Interactions | Clients view you as a trusted strategic partner. Programs consistently exceed client expectations. Workforce plans anticipate future client needs. Growth opportunities are identified proactively. Service Delivery Managers seek your mentorship and guidance. Governance discussions focus on strategy and growth. Leadership relies on your insights to scale the business. |
| Reporting to | Head Solutions/Product Development and Delivery |
