Position OverviewSlipstream Life Sciences is seeking a Director, Enterprise CRM Delivery to provide delivery leadership across our growing portfolio of life sciences CRM transformation programs.
This role will be responsible for ensuring consistent, high-quality delivery across CRM implementations, migrations, enhancements, and managed services engagements. The Director will work closely with Enterprise Transformation leadership, delivery leads, solution architects, project managers, and functional and technical teams to ensure programs are appropriately staffed, effectively governed, and delivered successfully.
The ideal candidate combines strong life sciences CRM experience with hands-on delivery leadership, people management, and the ability to operate across multiple complex client engagements.
Key ResponsibilitiesPortfolio and Delivery Leadership- Provide oversight across multiple concurrent CRM transformation and implementation programs.
- Ensure engagements are delivered successfully against agreed scope, timeline, budget, quality, and client expectations.
- Establish consistent delivery standards, governance, methodologies, templates, and quality controls across the Enterprise Transformation practice.
- Conduct regular portfolio and project health reviews and proactively identify delivery, resource, financial, and client risks.
- Partner with engagement and project leads to develop recovery plans for projects requiring intervention.
- Serve as an escalation point for complex delivery issues and help teams drive issues through resolution.
- Ensure appropriate transition from implementation into hyper care and managed services.
CRM Transformation- Provide delivery leadership for enterprise CRM programs including Veeva Vault CRM, Salesforce Life Sciences Cloud, and related commercial and medical platforms.
- Oversee CRM migrations, implementations, integrations, testing, deployment, and post-go-live support.
- Help establish repeatable approaches and accelerators for CRM migrations and global deployments.
- Ensure programs appropriately address business process, architecture, data, integrations, testing, validation, training, change management, and deployment considerations.
- Support global and multi-wave transformation programs spanning Commercial, Medical Affairs, and Market Access organizations.
Resource and Capacity Management- Own resource planning and capacity management across the CRM delivery organization in partnership with practice leadership.
- Match resources to engagements based on skills, experience, availability, geography, and project needs.
- Identify capacity constraints and future hiring needs based on the project pipeline.
- Work with recruiting and practice leadership to define roles, evaluate candidates, and build delivery capabilities.
- Maintain appropriate leverage across onshore and offshore teams while protecting delivery quality.
- Proactively manage bench, utilization, succession planning, and key-person dependencies.
People Leadership and Capability Development- Lead, coach, and develop CRM delivery managers, project managers, business analysts, functional consultants, and technical resources.
- Establish clear expectations for delivery leadership, ownership, communication, and client management.
- Identify skill gaps and establish training and certification plans across Veeva, Salesforce, AI, data, integration, and adjacent capabilities.
- Develop future delivery leaders and create career paths for high-performing team members.
- Participate in performance management, promotion, compensation, and talent planning discussions.
Client Leadership- Build trusted relationships with client delivery and technology leadership.
- Participate in steering committees, executive status meetings, QBRs, and critical program discussions.
- Ensure client concerns are identified early and addressed before they become escalations.
- Partner with account leadership to monitor overall client health and identify opportunities to expand relationships.
- Provide executive-level communication during critical delivery situations.
Financial and Commercial Management- Monitor project financial performance, including revenue, margin, utilization, burn, and forecast-to-complete.
- Ensure project staffing models align with commercial assumptions and target margins.
- Identify scope changes and work with account and commercial leadership to manage change requests.
- Support estimation, staffing, and delivery planning for proposals, SOWs, and RFP responses.
- Review proposed delivery models to ensure commitments are achievable before contracts are finalized.
Quality and Operational Excellence- Establish and continuously improve the Enterprise Transformation delivery framework.
- Define standards for project governance, status reporting, RAID management, requirements, testing, release management, cutover, and hyper care.
- Drive consistency and reuse of methodologies, templates, accelerators, and lessons learned.
- Establish portfolio-level KPIs for delivery health, client satisfaction, utilization, margin, quality, and team performance.
- Conduct post-project reviews and ensure lessons learned are incorporated into future engagements.
- Innovation and AI Enablement
- Partner with Enterprise Transformation leadership to incorporate AI and automation into CRM delivery and managed services.
- Identify opportunities to improve productivity across requirements, configuration, testing, documentation, support, and project management.
- Help operationalize reusable AI-enabled delivery approaches and accelerators across client engagements.
- Ensure teams continue to evolve as Veeva, Salesforce, and the broader life sciences technology landscape changes.
Qualifications- 10+ years of experience delivering enterprise technology, CRM, or digital transformation programs, preferably within life sciences.
- 5+ years of experience leading teams and/or overseeing multiple client engagements.
- Strong experience with Veeva CRM/Vault CRM, Salesforce, or comparable enterprise CRM platforms.
- Demonstrated experience delivering complex CRM implementations, migrations, or global transformation programs.
- Strong understanding of Commercial, Medical Affairs, and/or Market Access processes within pharmaceutical or biotechnology organizations.
- Experience managing distributed onshore/offshore delivery teams.
- Strong understanding of project financials, resource planning, utilization, margin management, and forecasting.
- Experience supporting proposals, estimates, SOW development, and client presentations.
- Strong executive communication, client management, and problem-solving skills.
- Ability to operate effectively in a fast-growing consulting environment with multiple competing priorities.
Benefits- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
