Senior Director, eCOA Customer Delivery - Evinova

AstraZeneca

8d • $185,850 - $278,776 • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.
• Exposure to large pharmaceutical or CRO clients with complex governance and procurement structures.
• Project or programme management certification (PMP, MSP, or equivalent).

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• short-term incentive bonus opportunity
• equity-based long-term incentive program
• retirement contribution
• commission payment eligibility
• qualified retirement program [401(k) plan]
• paid vacation and holidays
• paid leaves
• health benefits including medical, prescription drug, dental, and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Senior