Director, SaaS Implementation & Service Delivery

Responsibilities

• Implementation Strategy & Delivery Governance
• Own and continuously refine the Commercial Compliance implementation methodology.
• Establish standardized governance frameworks including:
• Steering committee structures
• RAID management processes
• Milestone gating and scope controls
• Release readiness standards
• Ensure alignment of implementation timelines with contractual scope and regulatory obligations.
• Drive consistency across implementations.
• Organizational Leadership & Team Development
• Lead, mentor, and develop Implementation Leads, Project Managers, and functional configuration specialists.
• Define clear role expectations, accountability models, and performance standards.
• Conduct workforce planning and resource allocation to support bookings growth.
• Identify skill gaps and build structured enablement programs.
• Partner with leadership on hiring plans aligned to growth and risk mitigation strategy.
• Delivery Performance & KPI Ownership
• Establish and monitor delivery KPIs, including:
• On-time project completion
• Budget adherence
• Time-to-go-live
• Resource utilization
• Post-go-live stabilization metrics
• Replace manual tracking with scalable reporting dashboards.
• Provide executive-level reporting to Commercial Compliance leadership.
• Client & Escalation Management
• Serve as executive escalation point for high-risk or complex enterprise implementations.
• Participate in strategic client meetings and executive governance sessions.
• Drive remediation plans for at-risk projects.
• Ensure smooth transition from implementation to Customer Success and Managed Services.
• Cross-Functional Alignment
• Partner with Product Management to align implementation readiness with product roadmap and regulatory updates.
• Collaborate with Engineering to manage integration timelines, defect prioritization, and release planning.
• Work closely with Customer Success to ensure adoption and post-go-live stabilization.
• Align with Sales on realistic scoping, pre-sale solutioning, and delivery commitments.
• Functional & Technical Oversight
• Oversee integrations including ERP, Concur, CRM, S2P systems, and HCP master data sources.
• Ensure consistent data migration, validation, and reconciliation practices.
• Drive quality assurance standards across configuration and development enhancements.
• Maintain alignment between Transparency and Stakeholder Engagement modules for seamless data flow.
• Operational Maturity & Continuous Improvement
• Develop and maintain implementation playbooks, templates, and documentation.
• Establish structured change management processes.
• Identify automation opportunities to increase scalability.
• Lead post-mortem reviews and continuous improvement initiatives.

Requirements

• 10+ years of experience in SaaS implementation, product delivery, or professional services leadership.
• 5+ years of people leadership experience managing managers and cross-functional teams.
• Proven success leading enterprise implementations in regulated industries.
• Strong knowledge of life sciences commercial compliance (e.g., CMS Open Payments, EFPIA, FMV governance, HCP engagement frameworks) preferred.
• Experience overseeing system integrations and data migrations in cloud-based environments.
• Bachelor's degree required; PMP or equivalent certification preferred.
• Key Competencies
• Executive presence and ability to influence cross-functional leaders.
• Strong operational rigor and structured governance mindset.
• Strategic thinker with hands-on execution capability.
• Ability to manage complexity across multiple workstreams and product lines.
• Exceptional organizational discipline and risk management capability.
• Calm leadership under pressure with clear escalation judgment.
• Strong fina

Additional Information

Role Overview We are seeking a Director, SaaS Implementation & Service Delivery, who will be responsible for the end-to-end delivery strategy, execution excellence, and organizational performance of the Commercial Compliance implementation function. This role oversees all implementation team members, project managers, and functional delivery resources across Transparency and Stakeholder Engagement solutions. The Director ensures consistent, scalable, and high-quality delivery of MediSpend's Commercial Compliance suite-owning project governance standards, resource planning, delivery KPIs, client escalation management, and cross-functional alignment with Product, Engineering, Customer Success, and Sales. This leader is accountable for on-time, on-budget implementations, improved time-to-value, reduced delivery risk, and operational maturity across the implementation organization. Scope of Leadership: Oversight of all Commercial Compliance implementation team members Accountability for delivery methodology, governance, and execution standards Enterprise project escalation and executive client engagement Resource capacity planning and utilization management Delivery performance metrics and reporting to executive leadership

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