Senior Director, eCOA Customer Delivery - Evinova
AstraZenecaAbout the role
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 tra
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s