Senior Client Delivery Director

About the Role

The Senior Director, Client Delivery leads client experience management and is a strategic guardian of the global delivery portfolio. The role is responsible for the systemic health of client relationships, transforming the ‘voice of the customer’ into actional operational excellence. This role ensures that Novotech’s productized service offerings are delivered with consistency, transparency, and high commercial impact.

Responsibilities

• Client Delivery Management 
• Commercial Support and Client Portfolio Strategy
• Client Onboarding and Relationship Lifecycle Management
• Client Advocacy and Customer Satisfaction Excellence
• Cross-Functional Collaboration

Experience and Qualifications

• 15+ years of clinical research experience in the CRO, pharmaceuticals, or biotech industry with at least 5 years in a client-facing leadership role. 
• Proven track record of managing high-value, multi-national clinical trial portfolios with expertise in risk mitigation and project recovery.
• Comprehensive knowledge of the global regulatory landscape, guidelines, and site practices.
• Strong ability to leverage global clinical trial systems, processes, and data analytics.
• Advanced proficiency in managing client escalations and negotiating value-based solutions.
• Strong ability to lead cross-functional, matrixed teams across different regions and functions.
• Capability to engage, influence, and act as a trusted advisor to client C-suite executives
• The individual will have experience working at a Director/Senior Director level to be successful

Salary Band – Senior Director Client Delivery: $180,000 to $220,000 USD – Salary offered will be based on candidates experience level.

Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect. 

Our team members are passionate about what we do, but we understand work is only one of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs. 

We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ+, have a disability or have caring responsibilities. 

We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to talking to you about working at Novotech.

Novotech is a global full-service clinical Contract Research Organization (CRO).

Headquartered in Sydney, Australia, Novotech has 34 offices across Asia-Pacific, North America, and Europe. Novotech employs over 3000 employees and has over 5000 site partnerships and the resources and infrastructure to scale regionally and globally as clinical programs advance.

Novotech provides clinical development services across all clinical trial phases and therapeutic areas including feasibility assessments, ethics committee and regulatory submissions, data management, statistical analysis, medical monitoring, safety solutions, central lab services, report write-up to ICH requirements, project and vendor management. Novotech obtained the ISO 27001 certification which is the best-known standard in the ISO family providing requirements for an Information Security Management System. Together with the ISO 9001 Quality Management system, Novotech aims at the highest IT security and quality standards for patients and biotechnology companies.