ConvergeHEALTH - Commercial Life Sciences, Delivery Manager - Managed Platform as a Services (MPaaS) - Innovation_Delivery_Transformation

What You'll Do

• Client Governance & Executive Relationship Management
• Own delivery governance across a portfolio of active MPaaS client engagements, serving as the primary point of accountability for each
• Lead executive-level client relationships, facilitating steering committee meetings, status reviews, and strategic planning sessions
• Manage escalation pathways, proactively identifying risks and resolving delivery issues before they impact client outcomes
• Define and report on SLAs, KPIs, and operational health metrics, ensuring transparency and trust with client stakeholders
• Partner with Deloitte account leadership to support contract performance and client satisfaction within the managed service model
• Delivery Oversight
• Own end-to-end delivery accountability across the full MPaaS lifecycle: Deploy, Run, Maintain, and Evolve
• Oversee team execution across all phases including environment setup, configuration, testing, UAT, cutover, hyper-care, and steady-state operations
• Enforce the 90/10 delivery model — ensuring client instances remain aligned to the QuickStarts baseline while managing approved customizations within defined guardrails
• Drive release planning and coordinate 3x annual value-driven platform releases, aligning client readiness with new agentic and AI capabilities
• Maintain delivery rigor across risk registers, testing and validation approaches, integration execution, and documentation/training deliverables
• Team Leadership
• Directly manage and develop a team responsible for:
• Setting up client environments and deploying the QuickStarts package
• Tailoring configuration within the 90/10 delivery model
• Supporting testing, UAT, cutover, and hyper-care activities
• Running ongoing maintenance, releases, upgrades, and user support
• Performing operational data loads and client-specific enhancements
• Mentor team members and actively support their career growth within IDT and the broader LSC practice
• Participate in hiring and onboarding as the MPaaS offering scales across new clients and geographies

Qualifications

• Bachelor's Degree or equivalent experience
• Minimum 8+ years of professional experience in consulting, managed services, or a relevant Life Sciences industry role
• At least 3 years of experience leading client-facing delivery, including governance, executive relationship management, and escalation management
• At least 3 years of hands-on experience with Veeva CRM or equivalent Life Sciences commercial platforms (e.g., Salesforce Health Cloud, OCE), across personas such as Field Sales, Key Account Management, Medical Science Liaisons, or Field Reimbursement Management
• Ability to travel 25%, based on work you do and the clients and industries/sectors you serve
• Experience contributing structured feedback to product or platform roadmaps based on delivery insights
• Experience directly managing people, including performance development, coaching, and team building
• Demonstrated ability to manage multiple concurrent client engagements or workstreams simultaneously