Vice President, Financial Delivery

Responsibilities

• Own end-to-end delivery quality and the client relationship for all financial services (site and patient payments) globally.
• Lead a unified delivery organization across implementation, verification, and project management, maintaining one leadership structure, one quality bar, and one operating rhythm.
• Serve as the senior escalation point for clients on financial delivery issues, managing problem resolution at the executive level.
• Own and report on key delivery metrics such as, but not limited to implementation cycle time, verification turnaround, customer satisfaction, and cost per study.
• Evaluate and evolve the delivery operating model including implementation, onboarding, and ongoing operations, to optimize quality, cost, and scale as the business grows.
• Partner with senior delivery leaders across Travel, RTSM, eCOA, and other product lines to define and maintain clean operating boundaries for shared, multiproduct clients, and to ensure those clients have a consistent and excellent experience.
• Own regulatory compliance, accuracy standards, and payment-workflow integrity across site and patient payment operations.
• Partner with Customer Success and commercial leadership to ensure delivery performance drives bookings and renewal outcomes.
• Lead, coach, and develop a multi-layered leadership team.
• Build and execute a retention strategy for high-performing individual contributors and team leads; proactively address attrition risk.
• Own P&L performance for the delivery line, including cost of goods sold (COGS) per study and margin, and design the organization to scale cost-efficiently.
• Drive resource planning, capacity forecasting, and workforce allocation across financial services delivery teams.
• Champion the adoption of AI-powered and agentic delivery tools within the organization; use AI-generated intelligence to drive proactive, same-day decisions rather than passive reporting.
• Develop and maintain training, certification, and process standards across delivery teams to ensure consistent quality at scale.
• Build strong cross-departmental relationships to resolve dependencies and ensure customer and business success.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Progressive leadership experience serving customers in a regulated industry; payments and/or life sciences expertise strongly preferred.
• Proven track record leading a delivery organization of 75+ people, with direct, personal accountability for quality and on-time performance metrics; including direct P&L or cost-center ownership.
• Experience unifying or integrating a fragmented, multi-history, or post-acquisition delivery organization into a single operating model.
• Demonstrated ability to translate delivery quality into commercial outcomes (renewal, expansion, retention) in quantifiable terms.
• Excellent executive-level communication and client-management skills; experience serving as an escalation point for enterprise clients.
• Results-oriented, with a track record of driving major initiatives to a measurable positive impact on the business.
• Excellent judgment, with the ability to balance competing priorities, risks, and opportunities.
• Deeply curious, fast learner with demonstrated ability to rapidly gain command of a new industry, technology, and product.
• Comfort consuming AI-generated intelligence and analytics and using it to drive real-time operational decisions; agentic or AI-tooling adoption experience a plus.
• Ability to operate effectively in a fast-paced, PE-backed, growth-oriented environment.