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Director, PV Tech Service Delivery

Company: C3i Solutions
Location: Harrisburg
Posted on: June 14, 2019

Job Description:



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 exceeded.

* 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 service desk.

* Builds and maintains strong client relationships, and participates in client meetings focused on performance to ensure client satisfaction.

* 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 required.

C3iSolutions is an Equal Opportunity Employer M/F/D/V

Job Segment: Manager, Information Systems, Pharmacovigilance, Service Desk, Computer Science, Management, Technology, Healthcare, Customer Service

Keywords: C3i Solutions, Harrisburg , Director, PV Tech Service Delivery, Executive , Harrisburg, Pennsylvania

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