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

• Familiarity with emerging technologies such as Agentic AI, GenAI etc.. and how delivery is evolving using these technologies
• Experience operating within or delivering managed services or subscription-based delivery models
• Working knowledge of the broader Life Sciences commercial technology ecosystem, including platforms such as Veeva Vault PromoMats, MuleSoft integration tooling, Cvent, Knipper, and other populate CRM integrations a plus
• Domain experience in biopharma or medtech commercial operations; experience in clinical or patient-facing contexts is a plus
• 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