Associate Director, IT Application Management (Market Access & Patient Services)Role SummaryThe Associate Director, IT Applications Management, Market Access and Patient Services will serve as the technology lead and strategic partner for the Market Access and Patient Services functions. This role will shape and manage a connected technology ecosystem that helps patients and providers navigate access, reimbursement, affordability, onboarding, and ongoing support while enabling payer engagement, contracting, and evidence-based decision-making. The Associate Director will modernize fragmented workflows through interoperable data, digital-first and omnichannel experiences, intelligent automation, advanced analytics, and responsibly governed artificial intelligence. Working across business, enterprise IT, data and analytics, privacy, security, compliance, vendors, and implementation partners, this leader will translate evolving payer, policy, and patient needs into scalable, resilient, compliant, and measurable solutions. The ideal candidate combines strong application and product-management expertise with deep understanding of the U.S. pharmaceutical Market Access and Patient Services ecosystem.
Primary Responsibilities- Own the strategy, roadmap, delivery, and lifecycle management of the Market Access and Patient Services application portfolio, aligning investments with patient outcomes, launch priorities, enterprise architecture, and measurable business value
- Partner with Market Access and Patient Services leaders to simplify end-to-end journeys across benefits verification, prior authorization, appeals, reimbursement, financial assistance, copay and affordability programs, specialty pharmacy and distribution, field reimbursement, hub operations, and adherence support
- Design a connected, patient-centered application ecosystem spanning CRM, case management, hub platforms, payer and contracting solutions, portals, workflow and document-management tools, telephony, consent management, data platforms, and analytics
- Advance digital-first and omnichannel capabilities that provide consistent, accessible experiences across patient, caregiver, provider, field, contact-center, and digital touchpoints while preserving appropriate human support
- Enable secure, timely, and interoperable data exchange across internal platforms and external partners, using appropriate healthcare data standards and APIs to reduce manual work, improve data quality, and create a reliable view of the patient access journey
- Identify and deliver automation and AI use cases-including workflow orchestration, service-agent assistance, next-best action, predictive analytics, and operational monitoring-with strong human oversight, validation, privacy, security, and responsible-AI controls
- Partner with analytics, evidence, contracting, and business teams to enable real-time insights, real-world data and evidence, outcomes measurement, payer decision support, and the operational data capabilities needed for innovative or outcomes-based agreements
- Translate business needs into product capabilities, solution designs, prioritized backlogs, delivery plans, and adoption strategies; apply agile product-management practices and measure outcomes through experience, access, operational, and value-realization metrics
- Lead implementations, integrations, upgrades, and vendor or hub transitions with rigorous planning for data migration, business continuity, parallel operations, training, communications, and minimal disruption to patients and providers
- Lead technology readiness for new products, indications, and acquisitions, translating launch strategy into phased capability roadmaps, minimum viable solutions, data and integration requirements, operational-readiness criteria, and accountable business and IT ownership.
- Establish portfolio and application governance, including intake, prioritization, architecture review, release management, service management, technical debt, data stewardship, risk management, and performance monitoring
- Oversee application operations, incident and problem resolution, system availability, business continuity, vendor performance, service levels, cost optimization, and continuous improvement across hybrid insourced and outsourced service models
- Ensure all solutions comply with applicable legal, regulatory, privacy, security, records-management, promotional, pharmacovigilance, and validation requirements, with appropriate controls for sensitive patient, provider, and payer data
Education and Required Skills- Bachelor's degree in information technology, computer science, business, life sciences, or a related field; advanced degree is a plus
- 7+ years of progressive experience in IT application management, digital product management, technology delivery, or a related role, preferably within the pharmaceutical, biotechnology, life sciences, or healthcare industry
- Demonstrated knowledge of U.S. Market Access and Patient Services processes, including payer access, reimbursement, affordability, hub services, specialty pharmacy and distribution, field reimbursement, patient engagement, and adherence
- Demonstrated experience managing sensitive patient and caregiver data, including consent and preference management, PHI/PII controls, role-based access, de-identification or tokenization, retention, reconciliation and third-party data exchange
- Experience leading enterprise application implementations, integrations, upgrades, and vendor transitions in a regulated environment, including data migration, testing, change management, and operational readiness
- Experience with Salesforce platforms such as Life Sciences Cloud, Health Cloud, Service Cloud, Marketing Cloud, and Experience Cloud, and with patient services hub, case-management, payer, contracting, affordability, workflow, telephony, data, and analytics solutions
- Working knowledge of Veeva CRM, Veeva OpenData, Veeva Network, Veeva Vault, or similar life-sciences customer-engagement and master-data platforms, including their integration with patient services and analytics ecosystems
- Strong understanding of cloud and integration architecture, APIs, healthcare interoperability, master and reference data, data governance, identity and access management, privacy, cybersecurity, and IT service-management practices
- Practical experience evaluating and deploying automation, analytics, and AI capabilities with appropriate governance, human oversight, model monitoring, data controls, and documented value measures
- Familiarity with real-world data and evidence, outcomes measurement, payer analytics, and the data requirements that support value-based or outcomes-based contracting is preferred
- Strong product, program, financial, and vendor-management capabilities, with the ability to manage competing priorities, budgets, contracts, risks, service levels, and cross-functional dependencies
- Excellent written and verbal communication, stakeholder-management, facilitation, and influencing skills; collaborative, customer-focused, and able to operate effectively in a dynamic, matrixed environment
Travel and LocationJob DescriptionCandidate ProfileSalary RangeThe salary range for this role is $184,000 - $218,000. An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Employees in this position are also eligible for Short-Term and Long-Term incentive programs. Servier also offers a competitive and comprehensive benefits package that includes benefits such as medical, dental, vision, flexible time off (Servier provides unlimited sick time and flex time, and does not accrue time off), 401(k), life and disability insurance, recognition programs among other great benefits (all benefits are subject to eligibility requirements). For more information on our benefits, please visit this link.
