Senior Director, eCOA Customer Delivery - Evinova

Purpose Of Role:

The Senior Director, eCOA Customer Delivery leads the end-to-end delivery organisation for Evinova's UTS/eCOA product line. This is a scaled, multi-function operation spanning study delivery, device and logistics, and the programme governance required to sustain complex global deployments across a portfolio of enterprise customers. 

The role is accountable for delivery quality, client relationship governance at senior and executive levels, device compliance, and the design of delivery models that allow the function to grow without linear headcount scaling. It carries full people management responsibility across a team of approximately 30, including managers of managers, and operates with a global remit across all Evinova eCOA customer markets. 

Alongside operational accountability, this role drives the embedding of AI into how the delivery function works: as an active lever for productivity, risk identification, reporting, and quality at scale, not a future consideration. 

Delivery Leadership & Programme Governance:

• Own end-to-end delivery performance across all eCOA/UTS studies globally, from start-up through closeout, maintaining quality, timeline, and client satisfaction standards across a multi-million-dollar programme portfolio. 

• Lead a team of Project Directors who each manage teams of Senior PMs and PMs; set performance expectations, build capability, and hold the management layer accountable for delivery outcomes. 

• Establish and govern delivery standards, entry/exit criteria, escalation paths, and quality controls across the full delivery lifecycle. 

• Act as the escalation point for all delivery-level risks and issues; oversee strategic risk analysis and own resolution at the appropriate level. 

• Oversee changes to programme scope, ensuring all impacts are assessed, approved, and communicated to senior stakeholders and governance forums. 

• Ensure service transition and handover standards are met, including controlled transition into support. 

Delivery Model Design & Operational Efficiency:

• Define, build, and continuously improve delivery models that decouple capacity from growth, including tiered delivery approaches, OSP leverage, and tooling-driven efficiency. 

• Identify and implement process and automation improvements that reduce cost-to-serve, improve throughput, and increase audit-readiness without increasing headcount proportionally. 

• Set measurable targets for operational efficiency and track performance against them; report progress to delivery leadership. 

• Build scalable operating norms and frameworks that can be adopted by Project Directors and their teams without requiring constant senior oversight. 

Device & Logistics:

• Hold contractual and operational accountability for the device and logistics function, including oversight of the Director responsible for day-to-day management. 

• Ensure all devices dispatched to study sites are compliant with applicable GxP, regulatory, and contractual requirements prior to deployment. 

• Own 3PL vendor relationships at a strategic level; set performance expectations, review contractual compliance, and drive continuous improvement. 

• Build scalable processes for device provisioning, returns, and asset management that reduce manual overhead and increase audit-readiness across the portfolio. 

Client & Commercial Governance:

• Serve as the senior delivery relationship owner for all eCOA customers globally, leading executive-level governance and escalation where required. 

• Hold delivery performance commitments and ensure measurable value is demonstrated to clients throughout the engagement lifecycle. 

• Work closely with Commercial to support renewals, expansions, and competitive situations where delivery track record is a material differentiator. 

• Proactively identify delivery risk with commercial or relationship implications and own resolution; do not manage these as items on a risk register. 

• Responsible for steering committee and senior stakeholder meeting governance, including communication of status, risks, and programme decisions. 

AI Integration & Capability Building:

• Lead AI adoption across the delivery function: set expectations, model usage, and create the conditions for the team to build AI into their day-to-day work. 

• Identify and prioritise use cases where AI can improve delivery throughput, risk visibility, reporting quality, or client communication; move from identification to implementation. 

• Establish AI literacy as a baseline expectation within the delivery organisation; build it into onboarding, performance expectations, and team development. 

• Track the impact of AI adoption against measurable efficiency outcomes.

People Leadership & Development :

• Build and sustain a high-performing delivery organisation through active talent development, clear performance expectations, and structured career pathways. 

• Develop Project Directors as capable leaders of teams, not delivery executors; invest in their ability to manage managers, handle risk, and operate at a senior stakeholder level. 

• Create a culture of accountability and continuous improvement where issues surface early and are resolved with ownership rather than escalation by default. 

• Partner with People & Operations on capability planning, succession, and organisational design as the function scales. 

• Lead and drive development of a centre of excellence for eCOA delivery; ensure best practices are documented, adopted, and reinforced across the team. 

Executive Reporting & Governance:

• Own executive reporting for the eCOA delivery portfolio, providing the right level of transparency to internal leadership and external clients without creating bureaucratic overhead. 

• Maintain clear real-time visibility of portfolio health, capacity, risk, and quality across the function at all times. 

• Contribute to Delivery leadership forums and cross-functional governance with Product, Technology, and Commercial. 

• Flex communication between strategic narrative for executive audiences and operational detail for internal forums, building reporting structures that serve both without duplication. 

Essential Skills:

• Bachelor's Degree

• Minimum 10+ years of experience

• Proven leadership of a complex, scaled delivery organisation in a regulated environment, with direct management of managers and a team of 25 or more. 

• Track record of building and improving delivery models in environments where growth cannot be met by linear headcount scaling. 

• Strong financial and commercial awareness; experience connecting delivery performance to programme economics, account health, and business outcomes at scale. 

• Executive stakeholder management, including the ability to operate credibly at C-suite level both internally and with enterprise customers. 

• Active AI practitioner: uses AI tooling in their own work and has demonstrably moved teams toward adoption in a delivery context. 

• Regulated environment literacy, including GxP and relevant compliance frameworks, without defaulting to high-overhead delivery models where not warranted. 

• Strong risk instinct: identifies delivery and relationship risk early, escalates with clarity, and drives resolution rather than reporting. 

• Proven people developer with a track record of building both individual capability and team-level culture in a delivery function. 

• 48+ months experience in a senior delivery leadership role with multi-country or global portfolio scope. 

Desireable Skills:

• Experience in eCOA, clinical data collection, or digital health platform delivery. 

• Familiarity with device logistics or supply chain operations in a clinical or regulated context. 

• Experience building or operating tiered delivery models with OSP or contractor leverage. 

This role is approved for remote working. The remote designation reflects the global nature of the customer portfolio and the expectation that meaningful, high-quality in-person engagement with customers is a core part of how this role operates, not an occasional addition to it. 

The Senior Director is expected to be physically present with customers at the moments that matter: executive governance forums, programme steering committees, escalation conversations, and relationship-building with senior and C-suite stakeholders. Customer confidence in Evinova's delivery capability is built in person. The ability to show up, lead a room, and handle difficult conversations face-to-face is a non-negotiable part of the role, not a preference. 

Travel will be required across the full customer geography to support this. The frequency will be determined by portfolio need rather than a fixed schedule, and the role holder is expected to exercise judgement on when in-person presence is required rather than waiting to be directed.

• Exposure to large pharmaceutical or CRO clients with complex governance and procurement structures. 

• Project or programme management certification (PMP, MSP, or equivalent). 

The annual base pay for this position ranges from $185,850.40 - $278,775.60  USD Annual. Hourly and salaried non-exempt employees will also be paid overtime pay when working qualifying overtime hours. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition, our positions offer a short-term incentive bonus opportunity; eligibility to participate in our equity-based long-term incentive program (salaried roles), to receive a retirement contribution (hourly roles), and commission payment eligibility (sales roles). Benefits offered included a qualified retirement program [401(k) plan]; paid vacation and holidays; paid leaves; and, health benefits including medical, prescription drug, dental, and vision coverage in accordance with the terms and conditions of the applicable plans. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base pay (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Are you ready to bring new insights and fresh thinking to the table? Fantastic! We have one seat available, and we hope it’s yours. Apply today.

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