Senior Director, SaaS Customer Delivery

Job Title: Senior Director, SaaS Customer Delivery

Location: Filed based -  United Kingdom

Introduction to role:

Are you ready to build a world-class SaaS delivery function that turns promising digital products into measurable outcomes for customers and patients? This is a rare opportunity to design the delivery engine, set the standards, and prove the model across a growing portfolio—while leading critical customer relationships that drive renewals, expansion, and advocacy.

As Senior Director, SaaS Customer Delivery at Evinova, (Astra Zeneca subsidiary), you will own the full customer journey across the SaaS portfolio, from initial deployment to sustained value. You will hire and develop a high performing Implementation and Customer Success team, define how delivery operates at scale, and hold executive relationships across complex, regulated enterprises. Can you switch from board-level narrative to operational detail in the same day and make the right judgment call on governance with imperfect information?

Acting as a key partner to Commercial, Product, and Engineering, you will bring structured customer signal into the roadmap and close the loop between what we deploy and what we build next. Your work will help modernize how clinical development runs and accelerate meaningful impact for patients and the business.

Accountabilities:

• Hire, structure, and develop a high performance team of Implementation and Customer Success leads. Define the capability framework, set performance standards, establish the operating rhythm, and build for scale well beyond current headcount.

• Maintain a real-time view of delivery health, risk, and value across 10+ enterprise accounts. Calibrate governance by complexity, regulatory context, and customer maturity to protect outcomes and predict renewals.

• Define how implementation and success are delivered across account types. Evolve frameworks as product and customer needs change to create repeatable, efficient, compliant deployments.

• Design onboarding milestones, health signals, adoption benchmarks, and value realization markers that underpin retention, expansion, and advocacy.

• Optimize utilization and capacity allocation across the portfolio. Deliver near-term delivery confidence and customer health; drive medium-term billability and operational margin.

• Build internal and external executive reporting that creates accountability without noise. Present with credibility at senior leadership and customer executive forums, flexing between strategic narrative and operational depth.

• Act as the senior point of contact for complex and at-risk accounts. Establish governance that builds confidence and resolve escalations at the right level with pace.

• Lead in a remote-first model with structured, senior-level, high-frequency engagement. Travel regularly to customer sites, governance forums, and relationship-critical moments across multiple geographies.

• Serve as the primary delivery voice in product conversations. Bring structured customer signal into roadmap and prioritization, and close the loop between deployment experience and product direction.

• Build individual capability plans, hold meaningful performance conversations, and identify future leaders. Be accountable for team health as well as delivery outcomes.

• Operate as the delivery authority across Commercial, Finance, Product, Engineering, and SI/OSP partners. Ensure delivery commitments are commercially and financially grounded at the point of sale and that operational performance is visible to the right stakeholders.

Essential Skills/Experience:

• Strong, prior  experience in SaaS delivery or professional services, including in a similar role at the  director level. Experience in data, AI, digital health, or regulated tech platforms where the product was maturing and delivery required judgment as well as process.

• Demonstrable track record of building delivery functions from scratch  hiring teams of medium to large size teams,  designing capability frameworks, and establishing operating models in scaling organisations.

• Deep familiarity with clinical trial workflows, sponsor-side operating models, and the pressures clinical ops and clinical development teams carry. Able to hold strategic conversations at clinical ops director level and above without losing credibility.

• Experience managing executive stakeholder relationships across complex, multi-stakeholder enterprise organisations. Credible at C-suite and VP level across commercial, operational, and technical conversations.

• Portfolio oversight across 10+ concurrent enterprise accounts. Accurate prioritisation, clear risk picture, knows when to go deep and when to stay at altitude.

• Commercial acumen with direct accountability for revenue linked metrics, customer health, retention, utilisation, or margin. Track record of connecting delivery performance to account growth.

• People leadership with a strong development track record, managing teams with evidence of progression, retention, and performance improvement across the team.

• Executive reporting and communication,  built and owned reporting structures for senior internal and external audiences. Comfortable flexing between board-level narrative and operational detail.

• Risk identification and escalation ownership,  surfaces risk early, owns the path to resolution, and drives closure without needing to be directed.

• Regulated environment literacy, able to determine what compliance governance is appropriate by customer and context. Accountable for making the right call, not for being the compliance expert. Distinguishes necessary governance from organisational habit and calibrates delivery model accordingly.

• AI fluency, active user of AI tooling in day-to-day practice. Able to articulate AI-driven product capabilities and real-world limits to senior customer stakeholders.

Desirable Skills/Experience:

• Direct experience delivering SaaS for life sciences or healthcare across global, regulated enterprises.

• Background working with systems integrators and outsourced service partners to deliver at scale.

• Proven design and rollout of customer health scoring and success playbooks across product lines.

• Formal change management or transformation leadership in complex customer environments.

• Familiarity with GxP, data privacy, information security standards, and audit-ready operations.

• Experience launching products into new markets and shaping commercial offers with delivery implications.

• P&L exposure or ownership in a services or subscription business.

• Relevant certifications or education (e.g., PMP, Prosci, ITIL, MBA) is a plus.

What is next :

Lead the build, set the standard, and deliver impact share your story and show us how you will scale SaaS delivery that transforms patient experience worldwide!

We are looking forward to your application not later than 5th June 2026

Date Posted

Closing Date