Senior Project Manager, Delivery Lead

Senior Project Manager, Delivery Lead (US - Remote)

Department: Services Delivery  

Suvoda is a global clinical trial technology company shaping digital experiences that enable clinical trial sponsor and site professionals to take full command over the inherent logistical complexity behind mission-critical and time-sensitive patient interactions in life-sustaining studies for therapeutic areas such as oncology, central nervous system, and rare disease.   

Supporting clinical trials means supporting unique experiments that are inherently complex, high-stakes, and dynamic. It is imperative that Suvoda staff working with clients, end-users, or the systems that client and end-users interact with understand the clinical trial industry, regulations, Suvoda’s software products and processes, and especially the specificities of the unique trial in question before taking any actions they may alter the data of the system in question.   

Responsibilities:

Project Management

• Lead a cross-functional project team responsible for the delivery of Interactive Response Technology (IRT) for randomization and drug supply management  
• Primary point of contact for the client from contract award through system de-activation and archival, leading status meetings, tracking all open issues or questions, and providing status updates as required  
• Lead the client Kick-Off Meeting covering project timelines, delivery, and scope including communication of internal and external expectations  
• Supports the specification review meetings internally and externally  
• Manage schedule and scope for all projects; track all tasks required to deliver systems on-time for client user acceptance testing (UAT)  
• Responsible for the meeting agenda, meeting minutes, and driving completion of action items internally and externally  
• Drives team resourcing efforts with support and input from project team members (DC, TC, LTD, and LTT)  
• Ensure client satisfaction throughout the project build and maintenance phase, working with customer care, Suvoda management, and business development as needed  
• Identify and assist with the implementation of process improvements for the services department  
• Assist the product team with the design and development of new features by providing feedback based on client requests and project experience  
• Assist with the training of new staff members on the Suvoda product and processes  
• Assist the customer care team (as required) with providing support to system users via the telephone and email  
• Delegate tasks to associate project managers  
• Travel to client sites to attend meetings and conduct user training sessions  
• Perform other related duties as required  

Delivery Lead

• Manage and lead a cross-functional project team responsible for the delivery of Suvoda’s products in support of client studies and initiatives
• Lead team in effort to achieve scorecard targets related to capacity, compliance efficiency, quality and engagement
• Own responsibilities for project timelines, quality, team utilization and on-time delivery; delegate and manage tasks and responsibilities across the team
• Serve as the point of contact for the client from contract award through system de-activation and archival, including leading status meetings, tracking all open issues or questions, and providing status updates as required
• Manage client expectations regarding project timelines, delivery, scope, and internal and external responsibilities
• Facilitate internal and external meetings for all assigned projects
• Manage schedule and scope for all projects; track all tasks required to deliver systems on-time for client user acceptance testing (UAT)
• Set meeting agenda, share meeting minutes, and drive completion of action items internally and externally
• Drive team resourcing efforts with support and input from project team members (DC, TC, LTD, and LTT)
• Own and ensure client satisfaction throughout the project build and maintenance phase, working with customer care, Suvoda management, and business development as needed
• Proactively assess project risks and escalate issues via established internal and external communication pathways
• Identify and assist with the implementation of process improvements for assigned league and team
• Assist the Product team and Services Solutions with the design and development of new features and initiatives by providing feedback based on client requests and project experience
• Support the training and development of new team members
• Assist the customer care team (as required) with providing support to system users for escalated support issues
• Travel to client sites to attend meetings and conduct user training sessions 

Team Management 

• Direct management and supervision responsibilities for team members including delegating, directing, and monitoring progress on assigned work 
• Collaborating with Services Managers on performance management and development for their team members 
• Providing input on priorities, giving formal feedback and participating for Performance Check-Ins in partnership with the League Lead and Services Manager (Coach) 
• Identifying and assigning learning opportunities to the appropriate team members, with input and collaboration from the Services Manager 
• Collaboratively working with team members to address challenges, solve problems and remove obstacles as needed 
• Build and maintain a strong sense of belonging and connection within the team 
• Proactively monitor performance of team members, soliciting and providing meaningful feedback 
• Meet regularly with team members to check-in on priorities and support needs 

Operational Management 

• Collaborate with League Leadership in ongoing assignment of studies
• Participate in hiring process and decisions for the Services Delivery department
• Participate in and manage roll-out of process improvements and corporate updates in Services within their League
• Serve as an expert and internal escalation point of contact for team members in Services
• Partner with Guilds, Talent & Culture and Learning & Development talent to ensure training and best practices are delivered across the team
• Provide support related to Issue Management as required
• Perform other related duties as required   

Requirements:  

• At least 4 years of project management experience in the Services Delivery Lifecycle
• At least 4 years of experience working in software delivery, eClinical experience a plus
• Bachelor's degree or equivalent experience required  
• Interpersonal and communication skills  
• Time management and organizational skill  
• Analytical thinking ability  
• Creative problem-solving ability  
• Attention to detail