Senior Strategy Director, Service Operations

IQVIA INC (US10); Wayne (PA); On-site; USD 135,000 - 375,000; Full time

Job summary

IQVIA is seeking a Senior Strategy Director, Service Operations to lead strategic initiatives that improve service delivery, operational performance, and business outcomes. You will oversee a team of 8–10 professionals and partner across Information, Technology, Product, Data, Commercial, and other functions to translate strategy into actionable priorities.

You will be accountable for service performance, incident leadership, and continuous improvement, shaping the operating model for scalable

Qualifications

• Bachelor's degree or equivalent in a relevant field or experience.
• Significant experience in strategy, service operations, or a comparable function.
• Demonstrated ability translating strategy into operational plans and measurable outcomes.
• Experience leading and developing professional teams within a complex, matrixed organization.
• Experience guiding cross-functional initiatives and influencing senior stakeholders.
• Strong strategic, analytical, problem-solving, and business judgment skills.
• Ability to manage complex operational issues and senior-level escalations.

Responsibilities

• Develop and execute strategies, priorities, and roadmaps aligned with business objectives.
• Translate strategic objectives into actionable plans, capabilities, investments, and outcomes.
• Lead and develop a team of 8–10 professionals with clear priorities and accountability.
• Identify requirements across functions and propose strategic responses.
• Build business cases for investments to improve service capabilities and efficiency.
• Provide senior-level strategic and operational guidance to leadership.

Skills

Strategy development

Stakeholder management

People leadership

Cross-functional leadership

Analytical skills

Communication skills

Problem solving

Education

Bachelor's degree or equivalent

Job description

Role Summary

The Senior Strategy Director, Service Operations is responsible for developing and executing strategic initiatives that strengthen service delivery, operational performance, and business outcomes. The role combines strategic planning, cross-functional leadership, and operational accountability to ensure services are reliable, scalable, and aligned with evolving business and customer needs. The Senior Strategy Director will lead a team of approximately 8–10 professionals and partner across Information, Technology, Product, Data, Commercial, and business functions to translate strategy into actionable priorities and measurable results. The role will serve as a senior point of accountability for service performance, operational improvement, and significant business or customer-impacting issues.

Essential Functions

Strategy and Functional Leadership

Develop and execute strategies, priorities, and roadmaps aligned with broader business objectives and evolving customer needs.

Translate strategic objectives into actionable plans, capabilities, investments, and measurable outcomes.

Lead and develop a team of approximately 8–10 professionals, establishing clear priorities, accountability, and performance expectations.

Identify emerging business, information, technology, and operational requirements and recommend strategies to address them.

Develop business cases and recommendations for investments that improve service capabilities, performance, scalability, and efficiency.

Serve as a senior advisor and subject-matter expert, providing strategic and operational recommendations to senior leadership.

Service Operations and Performance

Provide leadership and oversight for the performance, reliability, quality, and continuous improvement of services within the function's scope.

Establish service standards, governance, performance measures, management routines, and escalation processes to drive consistent service delivery.

Monitor service performance and operational trends to identify risks, systemic issues, and opportunities for improvement.

Provide leadership for significant service incidents and business or customer escalations, ensuring appropriate ownership, coordination, communication, and resolution.

Drive root-cause analysis and corrective actions for material or recurring service issues, with a focus on preventing recurrence and strengthening service reliability.

Ensure new or significantly changed services have appropriate operational readiness, ownership, support models, monitoring, documentation, and controls.

Strategy Execution and Continuous Improvement

Develop and maintain a prioritized roadmap for strategic and operational improvements based on business priorities, service performance, customer feedback, and operational risk.

Identify opportunities to simplify, standardize, automate, and improve service processes and operating models.

Partner with Product, Technology, Information, Data, and other functions to ensure operational requirements are incorporated into new capabilities and strategic initiatives.

Use performance data and operational insights to identify longer‑term trends and influence future service and capability investments.

Establish appropriate measures to evaluate the effectiveness and business impact of strategic and operational initiatives.

Business and Cross‑Functional Leadership

Build strong partnerships across business, Information, Technology, Product, Data, Commercial, and customer‑facing organizations.

Translate complex strategic and operational issues into clear business implications, options, recommendations, and actions.

Facilitate decisions across organizational boundaries where priorities, resources, dependencies, or accountabilities require alignment.

Represent Service Operations in relevant strategic planning, investment, transformation, and governance discussions.

Ensure business and customer feedback informs service priorities and continuous‑improvement plans.

People Leadership

Lead, coach, and develop a high‑performing team of approximately 8–10 professionals.

Build capabilities in strategy, service management, operational analysis, problem solving, stakeholder management, and continuous improvement.

Establish clear goals and accountability aligned with broader business and functional objectives.

Manage team capacity and resources against strategic priorities, service demands, and business requirements.

Develop organizational capability, succession, and leadership depth while reducing reliance on individual areas of expertise.

Areas of Accountability

• Service Operations strategy, priorities, and roadmap.
• Leadership and development of an approximately 8–10 person team.
• Service performance, reliability, and operational effectiveness.
• Strategic initiatives and continuous improvement.
• Significant incident and escalation leadership.
• Operational readiness of new and changed services.
• Service governance, performance measurement, and risk management.
• Cross‑functional alignment and senior stakeholder communication.
• Business cases and recommendations for capability and service investments.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant professional experience.
• Significant experience in strategy, service operations, service delivery, information, data, technology, or a comparable business function.
• Demonstrated experience developing strategies and translating them into operational plans and measurable outcomes.
• Experience leading and developing professional teams within a complex, matrixed organization.
• Experience leading cross‑functional initiatives and influencing senior stakeholders across organizational boundaries.
• Strong strategic, analytical, problem‑solving, and business judgment skills.
• Demonstrated ability to manage complex operational issues and senior‑level business or customer escalations.
• Strong written and verbal communication skills, including the ability to translate complex issues for executive audiences.

Preferred Qualifications

• Experience leading strategy and operations for information, data, analytics, technology, or healthcare‑related services.
• Experience with service management, continuous improvement, operational performance, and transformation.
• Experience operating in a complex or regulated environment involving data governance, privacy, security, quality, or compliance requirements.
• Demonstrated success improving service reliability, scalability, efficiency, or customer experience.

Leadership Competencies

• Strategic orientation: Connects immediate priorities and operational challenges to longer‑term business objectives.
• Operational ownership: Drives accountability and results across organizational boundaries.
• People leadership: Develops talent, builds organizational capability, and creates clear accountability.
• Analytical discipline: Uses evidence and operational insights to drive decisions and distinguish root causes from symptoms.
• Cross‑functional influence: Builds alignment and drives action across diverse stakeholders.
• Continuous improvement: Identifies opportunities to simplify, standardize, automate, and strengthen services.
• Executive communication: Converts complex issues into clear implications, recommendations, and decisions.

Measures of Success

• Clear strategic direction and priorities for Service Operations.
• Reliable and predictable service performance.
• Improved management and prevention of significant or recurring service issues.
• Successful delivery of strategic and operational improvement initiatives.
• Improved service quality, scalability, resilience, and operating efficiency.
• Strong business and stakeholder confidence in Service Operations.
• Increased capability, accountability, and leadership depth within the team.

Company Overview

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

Equal Opportunity

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law.

Integrity Statement

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.

Compensation

The potential base pay range for this role, when annualized, is $134,600.00 - $374,900.00. The actual base pay offered may vary based on a number of factors including job‑related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part‑time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.

Company Culture

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create connections that accelerate the development and commercialization of innovative medical treatments. Everything we do is part of a journey to improve patient outcomes and population health worldwide. To get there, we seek out diverse talent with curious minds and a relentless commitment to innovation and impact. No matter your role, everyone at IQVIA contributes to our shared goal of helping customers improve the lives of patients everywhere. Thank you for your interest in growing your career with us.