Director, PV Tech Service Delivery
Company: C3i Solutions
Posted on: June 14, 2019
DIRECTOR, PV TECH SERVICE DELIVERY
PA, US Category: Pharmacovigilance
At C3i Solutions, we are committed to providing an incredible
experience that starts with you. When you join our team, you become
part of a network across the world delivering solutions for the
most trusted healthcare brands, every day. As our company grows, we
re looking for you to grow with us. We want people who bring their
own personality, strengths and talents to create something
exceptional. People who will gain more experience than they could
have ever imagined when they walked through the door. People who
are ready to experience the world like never before. If you re
ready to experience opportunity, join us.
The Director, PV IT Service Delivery provides comprehensive
leadership for service delivery management for pharmacovigilance
(PV) accounts. Having oversight for end-to-end support of all
current customers, the Director oversees the pharmacovigilance
support desk collaborating with internal partners/subcontractors to
ensure superior levels of customer satisfaction. The Director
provides guidance to subordinates based on organizational goals and
company policy. The Director performs as advocate of service
delivery for PV customers, and will have direct contact with
customers to address all matters of service delivery.
Principal Responsibilities: (Essential Function)
* Serves as the primary point of contact to clients regarding
overall and day-to-day service delivery.
* Ensures SLAs (service level agreements) and KPIs (key performance
indicators) as defined in the relevant contracts are met or
* Ensures that ongoing services are delivered on time and meet
client requirements by maintaining tight control over the service
delivery team, processes and collaboration.
* Responsible for change controls, tickets, service desk
notifications, system access requests, and assuring all internal
Standard Operating Procedures (SOPs) are followed; also supports
the development and maintenance of SOPs and work instructions.
* Supports the billing & invoicing for services provided by the
* Builds and maintains strong client relationships, and
participates in client meetings focused on performance to ensure
* Promotes the organization's capabilities and works to achieve
contract extensions and/or to win additional business within the
account(s). May also support new customer business development.
* Supports the RFI and RFP process.
* Participate in contract and account governance by establishing
key business and professional relationships with appropriate
delivery organizations to facilitate effective business
relationships. Establish clear communication channels with the
customer from a strategic and operational perspective.
* Provide Service Delivery Guidance within Telerx and PV Service
Delivery promoting excellence.
* Oversee regular service performance reviews including monthly
operational performance updates. Conduct periodic meetings with
clients for service level requirement reviews, continuous
improvement, change control and other informal meetings.
This position requires a minimum 5 years experience in life
sciences with validated systems experience; previous experience
supporting with pharmacovigilance and drug safety databases also
required. Minimum 5 years experience leading or managing a service
deck, as well as management of a global service delivery staff.
Bachelor s degree in Computer Science, Information Systems,
Business Administration, or other related field. Expertise in Argus
configuration in regards to Client business processes, Argus
aggregate reports, and custom report configurations is also
C3iSolutions is an Equal Opportunity Employer M/F/D/V
Job Segment: Manager, Information Systems, Pharmacovigilance,
Service Desk, Computer Science, Management, Technology, Healthcare,
Keywords: C3i Solutions, Harrisburg , Director, PV Tech Service Delivery, Executive , Harrisburg, Pennsylvania
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