operations manager Livingston, Scotland
Job description
Job Overview
Manage and enhance the client relationship(s), maintaining an overview of project delivery across all projects for their client(s) from an operational & financial perspective, throughout the lifecycle of each project. Communicate with Project teams, Senior Project Managers or Team/Program Leads and Business Development to ensure excellent delivery to customers and consistency within programs, including implementation of best practices and driving client specific performance improvement projects. Work with client to develop appropriate Governance structure and cadence to present the status of the portfolio health of the account.
- Establish a close working relationship with the Q2 Solutions global project team, Business Development, Operational teams and appropriate CRO counterpart to ensure consistent, quality, global delivery of all studies.
- Participate on client specific operational committees, with accountability for developing a true partnership and ensure senior management is frequently informed on the current status and progress with portfolio health of the client relationship.
- Participate in client meetings including bid defense, capabilities and audits as needed. Regularly review with internal team members for QLAB global project team and Business Development to include lessons learned, best practices, standards, client specific requirements, budget management, KPI’s, Master Service Agreement, customer surveys, and discuss progress, actions, next steps and responsibilities.
- Ensure client standards are defined, communicated, trained, and proactively manage and communicate changes to client standards and/or client requirements.
- Track and manage performance metrics and/or service level agreements and manage process improvement to ensure excellent service commitment to delivery.
- Develop and oversee clear communication plans with project teams and client(s). Participate in technical reviews and proposal development as needed to ensure standards are captured.
- Facilitate both the preparation and delivery on client calls and meetings, dependent on need and communication plans. Drive specific client requests across the internal QLAB Q2 Solutions organization and where appropriate to implement best practices and process improvements across all clients. Work performed is in accordance with ICH E6 Guideline for Good Clinical Practice.
- Bachelor's Degree Sciences or related field Pref Or
- Other Equivalent combination of education, training and experience may be accepted in lieu of degree.
- 7 years of clinical or research industry experience, including 5 years project management experience. Pref Or
- Equivalent combination of education, training and experience.
- Knowledge of company operations and all project services job functions globally.. Knowledge of “assigned” customer(s) expectations, requirements and needs.
Q² Solutions is a leading clinical trial laboratory services organization with end-to-end laboratory services and secure, enterprise-wide biospecimen and consent management solutions. https://q2labsolutions.com/careers
