Service Delivery Manager at Zifo

White Plains, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

N/AIndustries

Requirements

Demonstrated ability to build and develop relationships at all levels of a client / stakeholder
Experience managing large scale ($5,000,000 +) programs and projects, preferably in a global setting
R&D Informatics Skills
Prior experience in Pharmaceutical or Biotech Research and Development industry
Understanding of Drug Discovery & Development processes
An Independent, Self-Motivated & Results driven mentality
Willingness & ability to acquire quickly new Technical Skills & Business Principles
Ability to actively contribute to business development efforts via strategic discussions with account executives and proactive discussions with client stakeholders
Working experience with Productivity tools such as VISIO, Excel, PowerPoint, Word, Microsoft Project
Analytical mindset and ability to thrive in ambiguities
Outstanding communication skills both written and verbal
Experience in making impactful presentations to D+ and C-Suite audiences
Program Management skills
Managing a portfolio of projects
Coordinating strategic road mapping
Resource & Effort Planning

Responsibilities

Overall accountability for the successful delivery of all projects and Zifo services in the engagement and ensure all service delivery contractual obligations are met
Govern Project Health by using metrics-based health checks, perform Corrective and Preventive actions for any deviations, do follow-ups and follow throughs
Chair Engagement Steering committee and other operational meetings including senior leadership from the customer and Zifo. Track action items, monitor and report their progress periodically
Conceive and implement engagement improvement plans from service delivery improvement/optimization perspective
Devise and implement continuous improvement plans, ensuring there are mutual gains for both the customer and Zifo
Oversee engagement operations such as staffing, invoicing compliance, contract renewals, managing resource movements
Customer Relationship Management – establish and nurture customer relationship across all levels with the objective of improving overall customer maturity across all customer segments that are serviced
CSAT assessment and management by implementing focused improvement plans
Contribute to Business Development – Perform Account Mining, Support RFP/Pursuits
People Management – Provide performance feedback on Zifo resources to the line managers
Provide strategic project and program management consultative guidance to customers by proactively identifying business and/or technical challenges or opportunities for improvements
Bring in thought leadership to the customer engagements by offering proactive insights into industrial trends
Manage, motivate, and mentor cross-functional and enterprise project teams across the globe
Ensure seamless experience for the customers while dealing with the various Zifo services teams across geographies
Resolve any conflicts between the Zifo service lines keeping the customer interests as the priority
Function as the first point of escalation from Zifo and provide timely and effective resolution in addition to doing a retrospective to address the root causes

Skills

Project Management

Program Management

Stakeholder Management

Contract Management

Resource Management

Customer Relationship Management

CSAT Management

Metrics Analysis

Continuous Improvement

Service Delivery

Zifo

Specialist scientific informatics services provider

About Zifo

Zifo provides specialized scientific informatics services to organizations focused on innovation in the fields of Laboratory/R&D, Manufacturing, and Trial operations. Their services include Digital Transformation Coaching, Business Analysis, Program & Project Management, Managed Services, Validation, and Custom Development & Integrations. Zifo leverages expertise in areas such as Chem & Bioinformatics, Data Science, Cloud computing, High-Performance Computing (HPC), Instrument Data, MultiOmics, Data Modeling, Semantics, and Artificial Intelligence & Machine Learning (AI&ML) to deliver tailored solutions. Unlike many competitors, Zifo emphasizes a collaborative approach, ensuring that they understand and address the specific needs of their clients in the scientific community. The company's goal is to support its customers in advancing science and technology, ultimately enhancing global health and wellbeing.

None, New YorkHeadquarters

2008Year Founded

GROWTH_EQUITY_NON_VCCompany Stage

Data & Analytics, Biotechnology, HealthcareIndustries

1,001-5,000Employees

Risks

Emerging competition may pressure Zifo's market share and pricing strategies.

Rapid AI advancements may outpace Zifo's current capabilities, requiring continuous R&D investment.

Data privacy issues could arise from handling sensitive client data amid evolving regulations.

Differentiation

Zifo offers specialized scientific informatics services for enterprise laboratories and R&D operations.

The company provides tailored solutions in Chem & Bioinformatics, Data Science, and AI&ML.

Zifo's strategic alliances enhance its capabilities in laboratory digitization and digital transformation.

Upsides

Zifo's Chennai expansion indicates strong growth and increased market share potential.

Recognition in Deloitte Technology Fast 50 India 2023 highlights Zifo's rapid growth and competitiveness.

TA Associates' investment underscores confidence in Zifo's expansion and innovation potential.

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