Service Delivery Manager

Base pay: $/yr - $/yr.

This is a hybrid role that will require regular presence on-site at the client location around Boston, MA.

The Delivery Manager (DM) is primarily accountable for fulfilling all contractual obligations for Zifo related to our customer engagements. The DM acts as the single primary point of contact for all servicing needs for the specific engagement, providing strategic and technical leadership and consulting, program and project management skills required to analyze customer needs and opportunities, ensuring Zifo successfully delivers solutions that meet the customer's objectives and goals.

• Overall accountability for the successful delivery of all projects and Zifo services in the engagement and ensure all service delivery contractual obligations are met.
• Govern Project Health by using metrics-based health checks; perform corrective and preventive actions for any deviations and follow up as necessary.
• Chair Engagement Steering Committee and other operational meetings including senior leadership from the customer and Zifo. Track action items, monitor and report progress periodically.
• Conceive and implement engagement improvement plans from a service delivery improvement/optimization perspective.
• Devise and implement continuous improvement plans, ensuring mutual gains for both the customer and Zifo.
• Oversee engagement operations such as staffing, invoicing compliance, contract renewals, and managing resource movements.
• Customer Relationship Management – establish and nurture customer relationships across all levels to improve overall customer maturity across all customer segments that are serviced.
• CSAT assessment and management by implementing focused improvement plans.
• Contribute to Business Development – perform account mining and support RFP/pursuits.
• People Management – provide performance feedback on Zifo resources to the line managers.
• Provide strategic project and program management consultative guidance to customers by proactively identifying business and/or technical challenges or opportunities for improvement.
• Bring thought leadership to the customer engagements by offering proactive insights into industrial trends.
• Manage, motivate, and mentor cross‑functional and enterprise project teams across the globe.
• Ensure a seamless experience for the customers while dealing with the various Zifo services teams across geographies.
• Resolve any conflicts between the Zifo service lines keeping the customer interests as the priority.
• Function as the first point of escalation from Zifo and provide timely and effective resolution, including retrospective analysis to address root causes.

• Demonstrated ability to build and develop relationships at all levels of a client or stakeholder.
• Experience managing large‑scale ($5,000,000+ ) programs and projects, preferably in a global setting.
• R&D Informatics Skills
  • Prior experience in Pharmaceutical or Biotech Research and Development industry.
  • Understanding of Drug Discovery & Development processes.
• An independent, self‑motivated & results‑driven mentality.
• Willingness & ability to acquire new technical skills & business principles quickly.
• Ability to actively contribute to business development efforts via strategic discussions with account executives and proactive discussions with client stakeholders.
• Working experience with productivity tools such as Visio, Excel, PowerPoint, Word, Microsoft Project.
• Analytical mindset and ability to thrive in ambiguities.
• Outstanding communication skills, both written and verbal.
• Experience making impactful presentations to D+ and C‑Suite audiences.
• Program Management skills
  • Managing a portfolio of projects.
  • Coordinating strategic road‑mapping.
  • Resource & effort planning.
  • Project planning & scheduling.
  • Scope & time management.
  • Vendor management.
  • Risk assessment.
  • Cost/benefit analysis.

• Bachelor's/Master's degree or equivalent in Management, Life Sciences, or IT field is mandatory.
• Minimum 10 years of experience as a Business Technology Consultant or Project Manager.
• Minimum 8 years of experience working with a customer‑focused delivery model & global solution deployment, preferably in…