Director - Service Delivery & Operations - US Healthcare/Life Sciences

Description:

As Director, Managed Services, you will lead high-performing operational teams delivering critical services in the Life Sciences, U.S. Healthcare, or Insurance domains. Youll drive excellence across service delivery, process efficiency, and customer satisfaction while ensuring contractual SLAs and KPIs are consistently met or exceeded.

This is a strategic leadership role with accountability for both operational results and continuous improvement initiatives, ideal for a collaborative leader who thrives in fast-paced, quality-driven environments.

Key Responsibilities:

- Lead and inspire a high-performing team to consistently meet or exceed business goals across commercial success, quality standards, and service delivery excellence.

- Oversee end-to-end service delivery operations, ensuring all contractual service level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded for in-scope functions.

- Establish and monitor performance dashboards, using key metrics to drive continuous improvement in productivity, accuracy, and service quality.

- Champion operational excellence by leveraging industry-leading methodologies such as Lean, Six Sigma, and Kanban to streamline workflows, automate processes, and implement scalable improvements.

- Develop and grow team capabilities through structured coaching, real-time feedback, and performance development plans aligned to business priorities.

- Collaborate cross-functionally with U.S. based stakeholders, driving alignment on service expectations, cocreating improvement initiatives, and resolving operational challenges with a problem-solving mindset.

- Own and resolve escalations with urgency and professionalism, ensuring issues are addressed promptly and root causes are identified to prevent recurrence.

- Maintain a customer-first mindset, actively seeking to understand pain points from the end-user perspective and deliver thoughtful, effective solutions.

- Prepare and present executive-level reporting, summarizing key insights, risks, and progress against goals for senior leadership