Sr. Director, Client Delivery

Client Program Delivery & Execution

• Own end-to-end delivery accountability for all client projects across Services including timeline, scope, quality, and margin.
• Ensure consistent execution against delivery standards, including methodology, reporting, and change control.
• Lead program reviews to drive visibility, mitigate risk, and ensure client commitments are consistently met or exceeded.

Portfolio & Financial Management

• Oversee the full client portfolio with real-time visibility into project health, financial performance, and resource alignment.
• Drive revenue retention and margin improvement by enforcing forecasting, scope management, and financial discipline.
• Partner with Finance and Sales to ensure accurate capacity planning, cost control, and delivery profitability.

Escalation & Governance Leadership

• Serve as the senior escalation point for complex delivery issues and drive swift, client aligned resolution strategies.
• Implement and manage governance frameworks across all programs including risk tracking, milestone reviews, and stakeholder alignment.
• Coordinate with cross-functional leaders to remove roadblocks and maintain program momentum.

People Leadership & Delivery Culture

• Lead, mentor, and scale a high-performing team of project and program managers; oversee staffing strategy and performance management.
• Set the cultural tone for delivery by instilling ownership, accountability, and a growth mindset.
• Build strong succession planning, upskilling, and leadership development programs within the delivery function.

Operational Innovation & Continuous Improvement

• Identify and deploy tooling, workflows, and automation that improve predictability, reduce cost, and elevate delivery quality.
• Champion the use of AI and intelligent systems to enhance program management, reporting, and risk mitigation.
• Continuously assess delivery metrics and root causes; lead retrospectives and embed learnings into future delivery strategy.

Strategic Collaboration

• Partner with Sales, Product, Support, and Customer Success to ensure a seamless client experience across all delivery stages.
• Contribute to strategic planning and growth initiatives with a delivery lens—ensuring Medable scales with excellence.
• Maintain deep awareness of market trends, client expectations, and the evolving competitive landscape.
• Other duties as assigned.

• 12+ years of progressive leadership in project, program, or delivery management within SaaS, healthcare, or life sciences or a combination of education and experience.
• 10+ years managing large client portfolios with full P&L responsibility, including cross-functional teams and global delivery models.
• Proven success leading organizations of 50+ personnel, including direct management of senior leaders and matrixed teams.

Preferred

• Direct experience in decentralized clinical trials, eCOA/eConsent, or digital health technology.
• Prior ownership of third-party vendor relationships, including BPO and offshore delivery centers.
• History of improving delivery KPIs (e.g., on-time delivery, utilization, client satisfaction, margin).

• Executive presence with excellent verbal, written, and presentation skills.
• Data-driven operator who thrives in structured delivery environments.
• Expert in project and portfolio management frameworks (PMP, Agile, Scaled Agile).
• Strong financial and business acumen with ability to link delivery performance to company outcomes.
• Proficient in tools such as JIRA, Salesforce, Smartsheet, Google Suite, and ERP platforms (e.g., NetSuite).
• Inspiring people leader and cross-functional collaborator.
• Strategic thinker with high accountability and bias for action.

• Bachelor’s degree in Business, Technology, or related field required.
• Master’s degree or MBA preferred.
• PMP, PgMP, or Agile certification are highly preferred.

Occasional travel required (up to 15%) for client meetings, leadership sessions, and onsite delivery reviews.