Platform Delivery, Senior Director (Remote)

Responsibilities:

Holistic Customer Ownership (Services Level)

• Unified Delivery Voice: Serve as the escalation point and strategic partner for key accounts, ensuring a seamless journey from post-sales implementation to ongoing lifecycle management.
• Value Realisation: Shift the services relationship from tactical troubleshooting to strategic partnership, focusing on clinical trial optimisation, faster study build times, and Value.
• Cross-Functional Alignment: Bridge the gap between Sales, Product/R&D, and Customer Success to ensure client feedback directly shapes the Medidata product roadmap.

Platform-Level Delivery Paradigm

• De-silo the Experience: Eradicate the "individual product" approach (e.g., treating Rave EDC, RTSM, and eCOA as disconnected silos). Implement a delivery framework that presents Medidata as an interconnected ecosystem.
• Integrated Solutions Architecture: Ensure implementation blueprints treat data as a continuous stream across the clinical trial lifecycle, optimising workflows for sponsors and CROs rather than configuring isolated modules.

Driving the COE & Implementation Teams

• Scale the Centre of Excellence (COE): Transform the COE into a powerhouse for global best practices, standardising study build configurations, reusable templates, and governance models that accelerate time-to-live.
• High-Performance Execution: Mentor a high-calibre implementation team, optimising resource allocation, utilisationrates, and delivery speed without sacrificing quality or regulatory compliance.
• Change Management: Champion internal and external change management to help clients adopt modern, decentralised, or hybrid clinical trial designs enabled by the platform.

Deep Product & Domain Fluency

• Technical Credibility: Maintain a strong conceptual and operational understanding of Medidata's core architecture, APIs, and data integrations.
• Industry Expert: Combine product knowledge with deep life sciences/clinical trials domain expertise. This expertise enables you to speak the language of clinical operations executives. By doing so, you ensure data integrity, compliance (FDA, GCP), and security are baked into every services engagement.

Success Metrics (KPIs)

• Objective: Key Performance Indicators (KPIs)
• Client Success & Retention: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Net Promoter Score (NPS / CSAT).
• Platform Adoption: Multi-product attachment rates; percentage of clients using the unified data platform vs. single-point solutions.
• Operational Efficiency: Time-to-Live (TTL) for study builds, services margin/profitability, and COE template utilisation rates.

The Bottom Line: This role is not about managing software deployment. It is about leading a cultural and operational transformation that positions Medidata Services as an indispensable strategic asset. This transformation unlocks the full clinical and financial potential of the Medidata platform for global clients.

Qualifications:

• Experience Level: Extensive and proven years of leadership experience within clinical trials life sciences operational delivery, including clinical technology deployment and adoption dealing with complex customer delivery programs Director or Senior Director level.
• Organisational Transformation: Demonstrated experience turning fragmented, reactive operations into structured, scalable frameworks.
• Matrix Leadership: Experience managing complex delivery teams consisting of Program/Project Managers, Specialised delivery teams globally, including customer-facing governance leadership.
• Executive Presence: Outstanding stakeholder management skills with the ability to influence C-suite clients and internal product/sales peers.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognise employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides benefits, including medical, dental, family leave, life and disability insurance, a generous pension, and 25+ paid holidays per year.

We will accept applications on an ongoing basis until we fill the position.

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