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

Senior Director, Global Client Services

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Position Summary:

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. The role partners closely with executive leadership and key business functions to align priorities across project execution, resource planning, and organizational effectiveness, while ensuring delivery excellence across the client portfolio.
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
Partner with Quality (GCS&P Quality Partner) to ensure compliance and continuous improvement
Work closely with Executive Leadership Team (ELT) to align on strategic priorities and execution
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/CTD
Career 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