Vice President, Client Delivery (Financial Services)

SuvodaRemote · Posted 1 month ago

Full-timeRemoteEst. 140,000 USD

Description

The Vice President of Client Delivery is responsible for the strategic and operational leadership of Suvoda's financial services delivery organization — site payments and patient payments — on behalf of clinical trial sponsors worldwide. This role leads a unified, multi-function delivery organization spanning implementation, verification, and project management. The VP owns delivery quality, client escalations, P&L performance, and the ongoing adoption of AI-driven and agentic delivery tools across the organization. This position requires a hands-on, experienced leader with regulated industry experience (preference for life sciences or payments experience) and a proven track record of building, developing, and scaling delivery organizations in a fast-paced, PE-backed, growth-oriented environment. The VP reports to the SVP, Global Client Delivery.

This role is remote-first. We prefer candidates located in or near Philadelphia, PA to support occasional in-person meetings; candidates outside the region should expect some additional travel to participate in these sessions.

Responsibilities

Own end-to-end delivery quality and the client relationship for all financial services (site and patient payments) globally.
Lead a unified delivery organization across implementation, verification, and project management, maintaining one leadership structure, one quality bar, and one operating rhythm.
Serve as the senior escalation point for clients on financial delivery issues, managing problem resolution at the executive level.
Own and report on key delivery metrics such as, but not limited to implementation cycle time, verification turnaround, customer satisfaction, and cost per study.
Evaluate and evolve the delivery operating model including implementation, onboarding, and ongoing operations, to optimize quality, cost, and scale as the business grows.
Partner with senior delivery leaders across Travel, RTSM, eCOA, and other product lines to define and maintain clean operating boundaries for shared, multiproduct clients, and to ensure those clients have a consistent and excellent experience.
Own regulatory compliance, accuracy standards, and payment-workflow integrity across site and patient payment operations.
Partner with Customer Success and commercial leadership to ensure delivery performance drives bookings and renewal outcomes.
Lead, coach, and develop a multi-layered leadership team.
Build and execute a retention strategy for high-performing individual contributors and team leads; proactively address attrition risk.
Own P&L performance for the delivery line, including cost of goods sold (COGS) per study and margin, and design the organization to scale cost-efficiently.
Drive resource planning, capacity forecasting, and workforce allocation across financial services delivery teams.
Champion the adoption of AI-powered and agentic delivery tools within the organization; use AI-generated intelligence to drive proactive, same-day decisions rather than passive reporting.
Develop and maintain training, certification, and process standards across delivery teams to ensure consistent quality at scale.
Build strong cross-departmental relationships to resolve dependencies and ensure customer and business success.
Perform other duties, assignments, and/or special projects as time or circumstances necessitate.

Qualifications

Bachelor's degree or equivalent work experience required.
Progressive leadership experience serving customers in a regulated industry; payments and/or life sciences expertise strongly preferred.
Proven track record leading a delivery organization of 75+ people, with direct, personal accountability for quality and on-time performance metrics; including direct P&L or cost-center ownership.
Experience unifying or integrating a fragmented, multi-history, or post-acquisition delivery organization into a single operating model.
Demonstrated ability to translate delivery quality into commercial outcomes (renewal, expansion, retention) in quantifiable terms.
Excellent executive-level communication and client-management skills; experience serving as an escalation point for enterprise clients.
Results-oriented, with a track record of driving major initiatives to a measurable positive impact on the business.
Excellent judgment, with the ability to balance competing priorities, risks, and opportunities.
Deeply curious, fast learner with demonstrated ability to rapidly gain command of a new industry, technology, and product.
Comfort consuming AI-generated intelligence and analytics and using it to drive real-time operational decisions; agentic or AI-tooling adoption experience a plus.
Ability to operate effectively in a fast-paced, PE-backed, growth-oriented environment.
Candidates residing in or near the Philadelphia metro area are strongly preferred; candidates outside the region may still be considered.
Ability to travel approximately 10–25% of the time.

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Vice President, Client Delivery (Financial Services)

Description

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