Job Description
The
Delivery Lead
will head the Delivery Department at the EVERSANA INTOUCH Healthware Affiliate.
The primary responsibilities of this role are to ensure efficient, scalable, and innovative operational delivery, securing full integration across teams, fostering cross-functional collaboration, resolving challenges promptly, and effectively planning and monitoring the entire delivery process.
This role demands strong leadership in process management, financial acumen, PMO capabilities, and teamwork.
Essential Duties and Responsibilities:
Delivery Process
Lead process-driven collaboration across Account Services, Resource Management, and Finance to ensure the effectiveness of delivery processes for the Healthware Affiliate.
Ensure agency workflow and processes are effectively implemented to ensure the quality and timely delivery of projects across disciplines.
Identify gaps in delivery processes and spearhead solutions by engaging all necessary resources.
Ensure the resource allocation process adheres to standard project management practices, including the allocation of sold hours and final analysis of time spent.
Bridge operational connections between HWG and ITG teams to ensure unified delivery, ensuring optimal alignment and implementation of global platforms, systems and processes.
Serve as the primary escalation contact for staffing needs on global accounts.
Serve as a client POC for operational and systems integration, training, process and system optimization.
Implement a model for information collection and follow-up management to ensure seamless information flow between business teams and disciplines.
Scoping & Analysis
Oversee scope development and management across all HWG business lines, collaborating with Finance and Account Services to build or adapt tailored rate cards (EU, International, and Domestic).
Support account team lead, BD and client partners in developing value propositions for growth opportunities.
Collaborate with the Account Services team leader to ensure Account Managers (AMs) and Marketing Coordinators (MCs) possess or develop strong project management skills.
Support and enhance the scoping and actual analysis process in partnership with Account Services and Finance teams.
Work with Account Services and Finance teams to optimize the Deal Maker tool for the EU market, improving the management of ECC needs.
Content Development and Delivery
Lead the strategic development of the EU content development and delivery processes by addressing critical delivery gaps and prioritizing solutions with cross-functional teams.
Collaborate with Finance, Account Services, HR, and Discipline teams to implement the content development studio in the EU, ensuring the prioritization of all Affiliate projects.
Facilitate collaboration between US and EU teams to align operations and secure planned revenues.
Act as the primary escalation point for EU content development and delivery staffing and process requirements.
Ensure accurate and efficient scoping for EU content development and delivery projects and oversee the development of EU menu cards for streamlined operational alignment.
Collaborate with Finance, HR, and Discipline teams to establish a network of freelancers and subcontractors for delivery needs that cannot be managed internally, ensuring cost efficiency.
Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Champion innovation and the adoption of emerging technologies to streamline content development and delivery (ie AI agency).
Ensure team understanding and adoption of content development, content supply chain, global to local transcreation processes, and digital asset management is optimal and contributing to a high functioning content development and delivery offering.
All other duties as assigned.
People Leader
People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.
In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:
Responsible for and oversee their respective department.
Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.
Expectations of the Job:
Travel
(not frequent: domestic and international)
Hours
(minimum 40 hours per week)
The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.
Qualifications
Minimum Knowledge, Skills and Abilities:
Exceptional ability to lead cross-functional teams, navigate escalations, and influence global stakeholders.
Proven track record of addressing complex process gaps and delivering scalable solutions.
Exceptional organizational, analytical, and interpersonal skills.
Strong multitasking and problem-solving skills; with an ability to work in a team environment.
Superior attention to detail.
Flexible, able to work in an ever-changing environment and possess a positive, can-do attitude.
Works harmoniously with the team.
Fluent in English.
Preferred Qualifications:
Bachelor's and/or master's degree ideally in Business Administration or related field.
10+ years of experience in global delivery, process improvement, or a related leadership role.
Proven expertise in working with large, cross-functional teams across different regions.
Proficiency in project management tools and techniques.
Deep knowledge of intercompany billing and global resource management.
From EVERSANA's inception, Diversity, Equity & Inclusion have always been key to our success.
We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry.
Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one's identity.
All of our employees' points of view are key to our success, and inclusion is everyone's responsibility.
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