| Job Title | Service Delivery Manager |
| Functional Area | The Service Delivery Manager is responsible for successful delivery and management of assigned Functional Service Provider and / or staffing service engagements (Service Delivery) across one or more clients. This role serves as the primary operational leader for assigned programs and is accountable for client satisfaction, workforce planning, staffing, employee engagement, delivery performance, and ongoing program governance. The Service Delivery Manager partners with clients, recruiters, Strategic Account Leads, and internal functional leaders to ensure the right talent is deployed at the right time while maintaining high levels of quality, utilization, retention, and customer satisfaction. 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 | Operational service delivery management across multiple projects and client engagements Resource planning, workforce management, and capacity optimization Client relationship management and operational governance Service level agreement (SLA) and KPI management Quality management and continuous process improvement Delivery performance monitoring and operational reporting Financial management including utilization, revenue, and margin awareness Talent development, coaching, and performance management Risk identification, issue resolution, and escalation management Process standardization and operational excellence methodologies Cross-functional collaboration across sales, delivery, HR, finance, and technology teams Microsoft Office Suite (Excel, PowerPoint, Word), Power BI, Microsoft Project/Smartsheet, Teams, SharePoint, CRM, and resource management platforms Ability to leverage AI-enabled workforce planning, reporting, and operational management tools |
| Experience requirements | 7–12 years pharmaceutical, CRO, healthcare, or related experience Experience managing client-facing programs or personnel Strong communication and leadership skills Experience supporting workforce planning and staffing activities |
| Desirable requirements | Experience managing Service Delivery programs Experience within one or more clinical development functions (i.e. clinical operations, study management, Data management, programming, biostatistics, medical writing, etc) Experience leading client governance discussions Experience managing distributed or global teams |
| Responsibilities | The Service Delivery Manager is expected to: Maintain high client satisfaction Achieve staffing and deployment objectives Improve employee engagement and retention Maintain utilization targets Deliver operational excellence Support revenue growth and account expansion Client Partnership & Program Governance Serve as primary operational contact for assigned Service Delivery programs Lead governance meetings and operational reviews Manage client requests and escalations Maintain strong client relationships Identify opportunities to expand services, increase resource deployment, and support growth within assigned client accounts. Support client satisfaction and retention Workforce Planning, Staffing & Resource Management Forecast staffing needs Coordinate hiring and onboarding activities Support candidate selection and deployment Monitor utilization, capacity, and staffing levels Ensure timely fulfillment of client requirements Employee Leadership & Talent Development Conduct performance discussions Coach and mentor assigned staff Support employee engagement and retention Address performance concerns Facilitate career development discussions Delivery & Operational Performance Monitor delivery performance and service quality Identify risks and staffing challenges Coordinate issue resolution Ensure compliance with program commitments Drive continuous improvement initiatives Financial & Business Management Monitor utilization and staffing metrics Partner with Strategic Account Leads to identify account development opportunities and contribute to revenue growth and portfolio expansion. Support revenue forecasting Track vacancy and attrition trends Support achievement of program financial objectives |
| Relationship & Interactions | Clients view you as a trusted operational partner. Staffing needs are anticipated and fulfilled quickly. Employee engagement and retention remain high. Delivery issues are resolved proactively. Governance meetings focus on solutions and continuous improvement. Clients continue to expand their use of MARS/GenInvo resources. |
| Reporting to | Head Solutions/Product Development and Delivery |
