Director - IT Customer Success Manager

Durham, NC
30+ days ago

Job Description

Job Overview
Responsible for overseeing and directing all aspects of IT Delivery/Service within the respective product or service area, enabling business process improvements in any associated functional areas. Works closely with business process owners, leaders & peers across IT to deliver solutions aligned with IQVIA vision and strategy.

Essential Functions
  • Collaborate with business leaders, third party vendors and suppliers to develop and manage the long-term strategic roadmap, ensuring alignment to overall Business objectives
  • Contribute to discussions on the implementation of IT strategy on a global and regional basis and implement objectives, as applicable. Lead strategic initiatives and develop implementation plans
  • Effectively negotiate across various business stakeholders to establish objectives, priorities and agree release schedule(s).
  • Create supporting business cases, including financial impact and benefits statements, to support IT Solutions
  • Provide technical leadership and management for IT solutions from conception through deployment
  • Define metrics to measure success of program or IT solution, analyse results and partner across the organization to develop action plans and enhancement recommendations
  • Plan for ongoing resource & capacity requirements. Effectively manage team resources and delegate tasks commensurate with skill level, evaluating workload and quality through regular review
  • Manage staff in accordance with the organization’s policies and applicable legislation. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems
  • The Director may have full financial responsibility and accountability for team(s), including growth and performance or may be required to account and provide input to senior management
  • Ensure adherence to IT standards and procedures, that all work meets computer systems validation requirements and software delivery process adheres to regulated SDLC, where applicable. Ensure that any issues identified in QA or customer audits are properly addressed
  • Ensure all IT activities conform to IT security standards and all data and systems are properly protected. Ensure proactive monitoring exists to detect intrusions, violations, or other unauthorized access
  • Develop and test the IT disaster recovery plan in conjunction with the business continuity plan, as applicable
  • Stay current with emerging technical innovations & application development technologies and solutions within relevant remit
  • Drive innovation that will lead to operational efficiencies and/or automation

  • Bachelor's Degree Computer Science, Information Technology or related discipline
  • Equivalent combination of education, training and experience in lieu of degree may be considered
  • Exceptional leadership and people skills, establishing and maintaining effective working relationships with peers, managers and customers
  • Strong staff management skills and the ability to effectively manage multiple teams, as applicable
  • Innovative and strategic thinking capability. Ability to define, communicate and execute the strategy for respective IT function, aligned with both IT & IQVIA strategy and vision
  • Excellent project management, negotiation and influencing skills with strong conflict management ability
  • Ability to manage, develop, administer and track capital and operating budgets
  • Excellent computer literacy, organizational, communication and problem-solving skills
  • Ability and confidence to make important and timely decisions, judgment to know when to escalate and ask for guidance
  • As a leader of respective function, contribute to the wider Leadership team(s) agenda within IT
  • Strong Business and Commercial acumen

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 70,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at [email protected] to arrange for such an accommodation.


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