ABOUT THE POSITION

SubjectWell, a biotech leader in patient recruitment for clinical trials, is seeking a Service Delivery Project Manager (SDPM) to manage to deliver high-quality services to pharmaceutical companies, CROs, and other stakeholders. As the primary client liaison, you will oversee each service as a project, ensuring timely execution, operational excellence, and client satisfaction. This is your opportunity to make a meaningful impact in an innovative and fast-paced industry.

RESPONSIBILITIES AND DUTIES

Service Management:

• Lead the delivery of all services sold to clients, ensuring they meet agreed service levels and quality standards.
• Define, implement, and monitor service delivery processes to ensure efficiency and client satisfaction.
• Develop service delivery frameworks and maintain documentation for process improvements.
• Act as the escalation point for service-related issues, resolving problems promptly and effectively.
• Ensure the alignment of service delivery objectives with client goals and overall company strategy.

Project Management:

• Plan, initiate, and manage the execution of services as projects, ensuring alignment with client requirements.
• Develop comprehensive project plans detailing milestones, dependencies, resources, and risk mitigation strategies.
• Maintain a detailed project dashboard to track progress and ensure all stakeholders are informed.
• Conduct regular project reviews with internal teams and clients to ensure deliverables are on track.
• Utilize advanced project management tools to streamline workflows, manage deadlines, and track budget utilization.

Client Relationship Management:

• Serve as the primary point of contact for clients throughout the service delivery lifecycle.
• Maintain transparent and proactive communication with clients, providing regular updates and progress reports.
• Build strong client relationships by understanding their needs, anticipating challenges, and offering tailored solutions.
• Address client concerns or issues with urgency, ensuring client satisfaction and retention.
• Collaborate with the sales and account management teams to identify opportunities for additional services or upscaling existing ones.
• Conduct post-project evaluations to gather client feedback and identify areas for improvement.

Operational Excellence:

• Ensure compliance with all regulatory and ethical guidelines related to clinical trial recruitment services.
• Develop and monitor service level agreements (SLAs) and key performance indicators (KPIs) for each service.
• Identify inefficiencies in current processes and lead initiatives for continuous improvement.
• Collaborate with internal departments to optimize service delivery workflows and introduce innovative solutions.
• Conduct regular audits and performance reviews to ensure alignment with company and client objectives.
• Stay updated on industry trends and implement best practices to maintain a competitive edge.

Team Leadership:

• Provide leadership and mentorship to the team members involved in delivering services.
• Set clear expectations, monitor performance, and provide constructive feedback to team members.
• Foster a positive and collaborative team environment, encouraging ownership and accountability.

REQUIREMENTS & SKILLS

Education

Bachelor’s Degree in a relevant field such as Business Administration, Project Management, Healthcare Management, or a related field.

Experience

• 4+ years of project management experience within a service delivery portfolio or proven experience in a service delivery or client relationship management role.
• Experience in Healthcare or the Medical industry is advantageous but not required.
• Demonstrated ability to lead and manage projects effectively with measurable results.
• Strong organisation, communication, and presentation skills
• Excellent interpersonal and communication skills
• High written and verbal communication acuity
• Comfort in a fast-paced environment
• Ability to work independently and proactively with excellent time management skills.
• Ability to work with a team to support delivering a high-performance culture.