Director of Client Services Operations & Enablement

IQVIA Holdings Inc.; City of Westminster; On-site; GBP 70,000 - 100,000; Full time

Job summary

IQVIA Holdings Inc. is seeking a Manager, Operations & Enablement to own the operating system behind the Expert Ecosystem Client Services function.

You will drive governance, reporting, and enablement capabilities across Product, Customer Success, and Client Services leadership to translate strategy into repeatable, scalable ways of working. You will also design scalable onboarding and enablement programs, lead cross-functional adoption of platform changes, and oversee performance metrics to

Qualifications

• Bachelor's degree or equivalent combination of education, training and experience.

Responsibilities

• Own and continuously improve the Client Services operating model, including workflows, SOPs, governance standards and playbooks.
• Act as business owner for Client Services systems and tooling, including Gainsight and Intercom, ensuring adoption and governance.
• Define and monitor operational KPIs, reporting and performance metrics for leadership visibility.
• Partner with Product teams for successful launch readiness of new platform capabilities.

Skills

Analytical skills

Communication

Stakeholder management

Influencing without authority

Leadership / team building

Life sciences / healthcare domain

Change management

Education

Bachelor's degree or equivalent

Tools

Gainsight

Intercom

Job description

IQVIA Holdings Inc. is seeking a Manager, Operations & Enablement to own the operating system behind the Expert Ecosystem Client Services function.

You will drive governance, reporting, and enablement capabilities across Product, Customer Success, and Client Services leadership to translate strategy into repeatable, scalable ways of working. You will also design scalable onboarding and enablement programs, lead cross-functional adoption of platform changes, and oversee performance metrics to