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AI Summary
The Senior Client Delivery Director is a senior client-facing leadership role responsible for strengthening strategic client relationships, ensuring delivery performance, and improving client experience. This role leads client governance, provides early intervention on delivery issues, and uses client feedback and operational data to drive improvement. It also identifies opportunities to support strategic client growth and expansion.
The role is open to talent across the APAC region and is not restricted to candidates currently based in Singapore. Preference will be given to candidates located within APAC.
Key Responsibilities
Strategic Client Relationship
• Establish and oversee client governance to ensure clear alignment between client expectations and Novotech capabilities.
• Build strong relationships with senior client stakeholders
• Lead the Executive Sponsor program for assigned strategic clients
• Maintain visibility of client priorities, concerns, decisions, and commitments, and ensure effective communication and follow-up with clients
• Translate client feedback and insights into clear internal actions and improvements.
Client Delivery Oversight (‘Red’ Project intervention)
• Monitor delivery health and identify issues early, before they become significant client concerns or ‘Red’ projects
• Collaborate with internal project operations teams to identify root causes of client issues and co-create recovery plans
• Identify emerging relationship concerns and escalate them to the relevant Executive Leadership Team (ELT) members
• Maintain alignment between delivery performance and client expectations throughout the project life cycle
Client Growth Support
• Based on client relationship and delivery insights, identify new business opportunities and connect them with CCO, CBO, and relevant commercial leadership teams.
• Identify opportunities for phase pull-through or service expansion
• Identify and support Client Referral opportunities
• Provide client and delivery insights to strengthen proposals and support the bid process, leveraging client knowledge to support new business wins
Client Onboarding Management
• Ensure new clients start with clear expectations, appropriate governance, and a consistent understanding of how Novotech will work with them
• Meet new clients’ senior stakeholders during the orientation and assess their preferences, priorities, and ways of working.
• Transfer relevant client knowledge and expectations to project teams before and during project initiation.
• Establish early alignment across key functions to create a seamless client experience from project kick-off and ensure smooth transition of client knowledge
CX Operations Excellence
• Define and embed consistent client feedback processes, including standardized CX surveys and structured client feedback mechanisms.
• Maintain the client satisfaction measurement framework, including CSAT, NPS, CES, client relationship risk indicators (red/amber%)
• Analyze client feedback, delivery performance, relationship trends, and service gaps to partner with functional leaders in developing operational improvement opportunities
• Provide data-driven client insights and recommendations to the ELT and relevant regional/functional leaders
• Share delivery lessons and best practice to strengthen a customer-centric culture.
Qualifications and Experience
• Proven experience in a senior client-facing role within a global CRO or comparable organization
• Strong track record of managing client relationships with senior client stakeholders
• Demonstrated ability to lead client governance and resolve complex client and delivery issues in a matrix environment
• Experience using operational data insights to design and drive service improvement
• Strong understanding of CRO operational delivery models
• Strong analytical skills and cross-functional influencing skill with the ability to translate complex data into actional insights and drive consensus across matrix teams
Find out more about working at Novotech at: www.novotech-cro.com/careers
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 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 contacting you regarding your application.
Novotech is a global full-service clinical Contract Research Organization (CRO).
At Novotech, ambition meets opportunity. As a globally recognized leader in clinical research and scientific advisory services, we are proud to combine our position at the forefront of the industry with an award-winning workplace culture that values ambition, innovation, and growth. Named Employer of Choice, Great Place to Work and Employer of Choice for Gender Equality (EOCGE), we are committed to fostering an environment that reflects the life-changing work we do.
Since 1997, we have expanded our global footprint, now with 30+ offices across Asia-Pacific, the United States, and Europe. This growing network unites professionals from diverse backgrounds and disciplines to advance therapies that improve patient outcomes worldwide.
At Novotech, our employees are at the heart of our success. By offering trust, flexibility, and autonomy through programs like NovoLife, our flexible benefits framework, we empower team members to create an effective work-life balance that delivers professional satisfaction and maximum results for clients.
With access to mentorship opportunities, professional development programs, and a dynamic community, Novotech offers a platform for driven individuals to achieve personal growth while shaping the future of healthcare. Join us to be a part of a team that values your contributions and supports your ambition to make a global impact.
At Novotech we have advanced therapeutic and regulatory expertise, the ability to execute across markets and a client-centric service model, so that our clients get a trusted, long-term partner and an accelerated path to bring their life-changing advances to market. This gives our employees the opportunity to develop their careers by joining a diverse and supportive global organization with a collaborative culture, whilst working with clients on the cutting-edge of life sciences.
At Novotech you will work alongside empowered teams with a shared commitment to success.
- Strategic vs transactional mindset.
- Ability to gain insights and make proactive decisions quickly.
- Culture that fosters partnership and collaboration, where every voice is heard and valued.
- Ongoing support from senior stakeholders and leadership team.
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