Senior Director, Global Head of Client Services - Clinical Trials Division

Description

The Senior Director, Global Client Services serves as the global head of client services, leading strategy and execution across client management, demand planning, and project delivery. This role is responsible for driving a globally aligned client experience, ensuring operational excellence, and enabling scalable growth through strong cross-functional leadership.

Key Responsibilities

• Global Client Leadership & Strategy
  - Lead global client management teams, including Engagement/Enterprise Program Managers (EPMs) and Global Program Leads (GPLs)
  - Serve as executive sponsor for key client relationships, ensuring alignment, satisfaction, and long-term partnership growth
  - Drive consistent global client service strategy and execution across regions and business units

• Demand Planning & S&OP Integration
  - Oversee enhanced demand planning processes to ensure accurate forecasting and resource alignment
  - Partner with cross-functional stakeholders to integrate demand planning into Sales & Operations Planning (S&OP) processes
  - Ensure alignment between client demand, capacity planning, and operational delivery

• Project Execution & Organizational Effectiveness
  - Drive excellence in project execution across global teams, ensuring delivery on scope, timelines, financials, and quality
  - Lead organizational effectiveness initiatives, including process optimization, performance management, and operational scalability
  - Oversee global project management activities, including Site Project Management (e.g., CAM, Labels), within a matrixed environment

• Programs & Strategic Initiatives Oversight
  - Provide leadership oversight for key transformational initiatives spanning the Global Client Services team
  - Ensure alignment of strategic initiatives with business objectives and client commitments

• Talent, Culture & Communication
  - Partner with HR Business Partners to drive talent strategy, organizational design, and succession planning
  - Lead learning & development and communication initiatives to strengthen team capabilities and engagement

• Cross-Functional Leadership
  - Collaborate with Finance Business Partners on financial planning, forecasting, and performance management
  - Work closely with Quality (GCS&P Quality Partner) to ensure compliance and continuous improvement

• Governance & Sponsorship
  - Act as Executive Sponsor and Division CAS Sponsor for key initiatives and client engagements
  - Establish governance frameworks to ensure effective decision-making, risk management, and accountability

Additional Details

Direct Report To: Division President, Clinical Trials Division
Group/Division: PSG/CTDCareer Track: Management
Position Location: On-site, in office
Number of Direct Reports: 4

Requirements

• Education: Bachelor's degree or equivalent required; advanced degree preferred

• Experience: 12+ years of relevant experience, including significant leadership experience in project/program management and client services
  - Proven experience leading global teams and operating within complex, matrixed organizations
  - Strong background in demand planning, S&OP, and operational execution

Skills & Competencies

• Strategic leadership with strong business and financial acumen

• Ability to influence at executive levels and across global, cross-functional teams

• Expertise in client relationship management and large-scale program delivery

• Strong organizational, communication, and change management capabilities