Director, Elluminate Service Management

October 28

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

💵 $150k - $190k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

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eClinical Solutions

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Biotechnology • Pharmaceuticals • Healthcare Insurance

eClinical Solutions is a clinical data management company that provides integrated data review and management solutions for the biotech and pharmaceutical industries. Their platform, elluminate, empowers organizations to modernize and automate their clinical data workflows, ensuring efficient data acquisition, management, and analysis. By leveraging advanced analytics and technology-driven approaches, eClinical Solutions helps streamline trial operations and improve productivity, enabling better decision-making in clinical research.

201 - 500 employees

Founded 2012

🧬 Biotechnology

💊 Pharmaceuticals

⚕️ Healthcare Insurance

💰 Private Equity Round on 2020-01

📋 Description

• Lead and manage the global elluminate Run Service organization, including incident response, service operations, product support and continuous improvement functions • Define and execute the elluminate Run Service strategy, ensuring scalability, reliability, and customer satisfaction • Work closely with support, product and delivery teams in evolving the support function into a world class operation with focus on customer experience • Own service availability, SLAs, and KPIs, driving a metrics-driven culture for service excellence • Adopt AI tools to drive innovation in services operations focusing on delivering value for customers • Oversee platform upgrades, patches, and releases in coordination with Product, Engineering, and Cloud Infrastructure teams • Establish and maintain ITIL-based service management processes (Incident, Problem, Change, Release, and Configuration Management) • Implement strong governance frameworks for service delivery, reporting, and compliance across client accounts • Collaborate with Security, Compliance, and QA teams to ensure adherence to GxP, validation, and data privacy requirements • Act as a key escalation point for clients and internal stakeholders on elluminate operational matters • Partner with Delivery, Customer Success, and Product teams to ensure seamless handoffs from implementation to steady-state operations • Regularly review service performance with clients and internal executives, identifying opportunities for improvement and innovation • Build and lead a high-performing team of service managers, data engineers, and platform support specialists • Foster a culture of accountability, knowledge sharing, and continuous learning within the Run Service organization • Other duties as assigned

🎯 Requirements

• Bachelor’s or Master’s degree and/or equivalent work experience preferred • 10+ years of experience in SaaS service delivery, platform operations, or support leadership roles preferred • 5+ years in a leadership role managing large-scale service & support operations for enterprise SaaS platforms preferred • Proven experience with ITIL frameworks and demonstrated success in implementing or optimizing ITIL-based processes • Strong knowledge of SaaS operations and service management platforms (e.g., ServiceNow, Zen Desk, Jira etc) • Experience working with life sciences or clinical development software (EDC, data management, analytics platforms) strongly preferred • Demonstrated ability to build and manage global teams and operate in a matrixed environment. • Experience with process change and supporting customer audits • Excellent communication, stakeholder management, and executive reporting skills.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Professional development opportunities